Buyer Claims All over the place Should I ask eBay to step in?

[ahorton57]

Hi I could use a little bit advice and appreciate any. I recently sold a bike rack and almost two weeks later had the customer Tell me that one of the straps broke off and that he had to replace it and I should give him 15 bucks The bike rack I sold for $35.99. However I wasn't selling at the time so when I did see the message he had also asked eBay for a full refund stating that he didn't receive it and sent me a message . I then responded within the 3 days and stated to him that I deeply apologize I was not selling at the time that he had sent the message and that I wished he would have notified me when he received the item. I then asked him for proof of purchase for the strap that I had looked them up them costing $3 to $10 and after proof of purchase for it then we can discuss things further. He then stated that he did not buy a strap it was missing and that wasn't the point and he was not going to accept that. I do not believe the strap was missing but he went from saying it broke till he didn't receive the item to now it was missing. Any suggestions. I have kept all email correspondence throughout this process and was willing to even have the benefit of the doubt and give him enough back for the strap. But history changes and I don't want this to be negative feedback and I don't thinking heating deserves $15 back for an item he had no proof of purchasing and keeps changing his story on. Any advice is deeply appreciated

[simba6]

If they file an item not as described case, you will have to issue a paid return label and refund in full when you get it back.  Many buyers never get around to sending items back.   I would just stop responding to them.  With luck if they do give bad feedback they might word it in a way you can get it removed.

You can check your buyer's feedback and see what they have given other sellers.

Sounds like you have done all you can.

[kensgiftshop]

Tell buyer to return for a refund and wait to see what they do.

If they file an INAD, accept it and provide a shipping label.

[luckythewinner]

Any advice is deeply appreciated

My advice? 

If a buyer files a "not as described" case with eBay and either party asks eBay to step in, the seller will probably lose, be forced to refund, get a defect on his account, and be subject to negative feedback.

It sounds like you could have headed all of this off with a prompt $15 refund, but it sounds like that outcome is no longer likely.

[stuff4divas]

@ahorton57  since it is a did not receive case, just upload the tracking showing delivered, then block him, then stop correspondence

[gloryglorygifts]

Even if you are "not selling" you should get some kind of notification from ebay that you have received a message, and possibly another notification from your email if you have messages sent there as well. You should really check your settings to make sure that you are getting notifications correctly.

Stop communicating after you tell them to use the ebay links, through the purchase history, and open a return, so that you can issue a refund. You need to rectify the situation.

[tobaccocardyahoo]

When the cost of shipping equals or exceeds the cost of the item, you can expect a higher chance of buyer blackmail than other transactions.

[quicksilverdiecast · Accepted solution]

I would contact ebay get a live entity and explain and ask them to read the messages back and forth and if as you explained they will side with you, as it sounds like the buyer is pulling a fast one, and you offered a more than fair way to resolve the issue that would satisfy anyone who is reasonable. He is not going to say again that it broke as it most likely was his fault breaking it? and the only way out for him is to make a false claim from the original.  Either way in good faith you attempted to resolve it more than fairly....Give it to ebay always keep notes of every aspect to verify your standing. Let the cards fall where they may, block him and move on. Your chances are good if as you stated....

[ahorton57]

Thank you everyone deeply I appreciate everyone's response and just to clarify little bit and here are the emails. I did sell this to him and then I had my store on time away due to having family and helping them as they were in Ruidoso NM Salt fire. However if he truly received the item and it was missing apart or some strap broke he had two weeks from the time he received it that he did not say anything to me so I only seen his email when I had got back. And at that time he had sent it as well as since I didn't respond the couple of weeks I been out he then sent eBay he didn't receive it and asked for a full refund. Here is the conversation. I am going to  follow your advice with letting eBay know about this and blocking him. Hopefully in doing so he cannot try to give me negative feedback on this.  Thank you all for responding and making me confident about this decision. Although new and a small seller I try to be fair and treat buyers like I would want to be treated . I appreciate the help 

[klhmdg]

The buyer can give negative FB.

The "best answer" here is not really the best.

You need to tell the buyer to return for refund.

Once he opens a case, supply the shipping label and wait for the return.

IF he returns it, you refund.

If you call eBay you will lose.

CS may say that they will look into it but it wont happen.

Once a buyer has purchased from you they can still, blocked or not, leave FB.