Buyer claimed item stopped working, then returned it damaged. What can I do?

[interzone6]

I sold a hi fi amplifier on eBay to a buyer who made a very low offer, upped it slightly then suddenly paid the asking price. It was serviced only recently and was in perfect condition and working order. However, he got in touch the day after delivery to say it worked initially and then stopped working. Electrical items tend to either work after transit or not, not mysteriously stop working after a short period. Anyway I agreed to take it back and paid for the return. However on  receipt  he's clearly had the back/top casing off and has damaged the outer casing (it's now bent and scratched) either taking it apart or putting it back together. It also sounds as if there's something rattling inside. This would seemingly contravene eBay's returns policy but I wonder what to do - refuse the refund or ask eBay for advice on course of action? 

[ebooksdiva]

If you refuse to refund the buyer can ask eBay to step in, when that happens they will refund the buyer out of your funds and give you a defect against your account for cases closed without a seller resolution.

If you ask eBay to step in, when that happens eBay will side with the buyer, refund the buyer from your funds and give you a defect against your account for cases closed without a seller resolution.

Your best option would be to refund the buyer yourself. After you've done so you can report the buyer for abusing returns. 

[interzone6]

According to the returns policy I can also refund minus 50% for the damage. He's clearly damaged the outer casing and part of the innards. 

[ebooksdiva]

You could do that, but the buyer can appeal to get the rest if the refund. 

[luckythewinner]

This would seemingly contravene eBay's returns policy but I wonder what to do - refuse the refund or ask eBay for advice on course of action?

If the buyer is the one lying about what happened, it would contravene eBay's return policy. But if you the one are lying about what happened, it would not.

The problem is, eBay' was not there and has no idea who is telling the truth. So they will almost certainly side with the buyer and you will be forced to refund. If you do it voluntarily, you get your fees back. If you let eBay step in, you do not get your fees back.

If you are meet the criteria, I believe you can deduct 50% for damage. But the buyer can appeal, or file a payment dispute and get the other 50% if he wants to. But why not give it a shot?

Moral of the story - every transaction on eBay carries the risk of fraud, and the seller almost always loses.

[vintage-camerastuff · Accepted solution]

Take pictures and get your 50% refund.  If he damaged it I doubt he would try to appeal this case.

[bonjourami]

"According to the returns policy I can also refund minus 50% for the damage. He's clearly damaged the outer casing and part of the innards."

Since you have a no return policy, you cannot deduct anything from the buyers refund. 

[buyselljack2016]

@interzone6 

This is a "community board" with mostly USA sellers buyers sellers responders.

As you are in the UK, you may want to check "more locally" as to what rights you may have.

[baydealz]

Good luck with that, truly.  Know that eBay WILL simply return buyer's (your) money.  Possibly you'll be able to appeal, but that's a frustrating lesson.  I'm 100% convinced that you'll be getting the buyer's own product back while he has your good one.  I've seen and ranted about this for so long, I finally stopped selling anything that can be manipulated.  How soon after receipt of item did buyer complain?  eBay (and others) claim that they review each case (so you take a ton of before and after photos and even videos), but no one looks.  It's all machines, for the buyer.

It's not worth it.  That one hiccup will erode hours and dollars (hair and sleep)  making the overall experience a waste. 

Other sellers will bring me the hate, but they sell gym bags from China, books or sealed new goods in bulk.  These are the sellers eBay wants.  After 5000 transactions, they can eat that one loss - you and I can't.  We sell good used stuff, more like a local classified ad - buyer gets deal on unique item, we get rid of stuff and things stay outta garage, everyone wins.  But eBay wants to be Amazon (but with OUR stuff).

You won't be able to refuse it.  Who you gonna ask?  Seems like there is no one to call anymore.  I hope you can appeal.  Hopefully you have prior photos, especially with photo of actual serial number (I used to put those in the ad to thwart such attempts), but you can't always. 

[baydealz]

"almost always?" 

[interzone6]

 I took this to eBay, explained what had happened, was then handed through to an agent via the chat facility and I asked if I could issue a partial refund. We agreed a suitable deduction from the money refunded to the buyer would be reasonable, and the case is now closed. I've not had a situation like this in many years as a seller and hope I don't encounter such again, but the agent was understanding, friendly and helpful and I'm happy with how it was dealt with by eBay. 👍 

[luckythewinner]

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@baydealz wrote:

"almost always?" 

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Yes. Occasionally the buyer makes a mistake in his attempt to defraud, and occasionally eBay does a one-time courtesy refund and lets the seller keep the money.