Buyer has an issue with the item but does not want to return due to customs fees. What should I do?

[doheee]

I sold a watch to a buyer in France. It sold for $3900 USD.  He claims he had to pay over 400 euros to get it out of customs. He then says that the serial number on the paperwork doesn't match with the watch, which is probably true since I foolishly didn't check this information beforehand. Normally I would ask him to return it for a full refund since the price it sold for is the minimum I wanted to accept for it. Further, the price it sold for is fair even if the paperwork doesn't match. Similar watches without any paperwork at all have sold for the same price. But he refuses to return it due to the customs fees he had to pay which can't be refunded. Instead it seems he wants a partial refund. I would really prefer not to give a partial refund and would rather find a new buyer. What are my options? 

[sg51]

What are my options? 

1. Offer him $400 to cover your error (which may or may not have had anything to do with the $400).

2. Offer him return for  Full Refund (except the $400).  Expect poor feedback.

You could offer to cover the $400 if he returns it, but  that would cost you even more money than just giving him the $400. It would leave you better protected against further proceedings, but it would leave you vulnerable to him returning a Timex for the full refund.

[emerald40]

Tell him you will take it back after he returns the item to you.

If he opens a case, check the box return for refund.

Whether or not he wants to pay for any fees is up to him but insist that he must return the watch back to you first..

ell him your policy is not to issue partial refunds.

[dabunk2000]

Return for refund stop communicating. 

[nowthatsjustducky]

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@sg51 wrote:

What are my options? 

1. Offer him $400 to cover your error (which may or may not have had anything to do with the $400).

2. Offer him return for  Full Refund (except the $400).  Expect poor feedback.

You could offer to cover the $400 if he returns it, but  that would cost you even more money than just giving him the $400. It would leave you better protected against further proceedings, but it would leave you vulnerable to him returning a Timex for the full refund.

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With almost $4000 on the table, option 2 is the smart choice.  Who gives a rip what the buyer may say in feedback as long as you respond to it in a professional manner?

Plus, if he then opens a return case and refuses to actually return it in hopes that you will pay him off; then the case would close in your favor and feedback would be totally off the table anyway.

And if he does return it or something else, especially if it is something else; would the buyer have the online viewable signature required to prove it was received?  After all, in both directions, that is required for anything over $750.

[emerald40]

I have seen where sellers have given buyers partial refunds off the books, and then they opened up a case afterwards, anyways.

[sg51]

And if he does return it or something else, especially if it is something else; would the buyer have the online viewable signature required to prove it was received?  After all, in both directions, that is required for anything over $750.

Signature doesn't validate contents.  Validates receipt of package.

[sg51]

And if he does return it or something else, especially if it is something else; would the buyer have the online viewable signature required to prove it was received?  After all, in both directions, that is required for anything over $750.

Signature doesn't validate contents.  Validates receipt of package.

[smashedbanana]

Ask the buyer straight up what would make him happy.

If you can get to what he wants then do it. If you can't ask him. "I can't do that, but if I do this will you be happy?

Failing that return and  refund. I wouldn't pay the duty personally. Too much $$

I once bought an item and it had hefty taxes coming into Canada. It didn't work and I returned it. I used the return waybill to file and get my taxes back with the government. I got them back less the brokerage fee. Was a bit of work. Maybe France has something similar?

[sg51]

I have seen where sellers have given buyers partial refunds off the books, and then they opened up a case afterwards, anyways.

If you're going to give a partial, this is a good reason to give it on, not off, the books.  

If OP were to give a $400 partial, and subsequently had to accept a return, the $400 would count against the required full refund.

[nowthatsjustducky]

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@sg51 wrote:

And if he does return it or something else, especially if it is something else; would the buyer have the online viewable signature required to prove it was received?  After all, in both directions, that is required for anything over $750.

Signature doesn't validate contents.  Validates receipt of package.

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That is just it, if there is no signature, and the OP gets back something other than what he originally sent, then the lack of a signature can be his ace in the hole without anyone even mentioning that something did arrive but was not the right something.  As far as eBay would be concerned, nothing was sent back, and the case would be closed in the OP's favor.

[nowthatsjustducky]

And if he does return it or something else, especially if it is something else; would the buyer have the online viewable signature required to prove it was received?  After all, in both directions, that is required for anything over $750.

Signature doesn't validate contents.  Validates receipt of package.

[bigchief2472000]

From your listing..."This watch includes all the original boxes and papers."

Unless the watch originally came with mismatched documentation, you really don't have a leg to stand on.  It would be an error on your part and you would need to try to come to a reasonable agreement with the buyer.  If the buyer ends up returning it, you might also have to pay some import duties to get it back into the states as well.  I'm not real sure how all that stuff works though.  Probably just best to work out a discount and learn from the mistake.

[bubbleman2010]

Just a international shakedown artist tell them to send it back and once it arrives you'll refund them....

[dakotasmoke]

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@doheee wrote:

He claims he had to pay over 400 euros to get it out of customs.

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Not your problem. It was his responsibility to pay it, above and byond the cost of the item.

Ask him to return for refund, dont cave to a partial refund. Chances are he was looking for any excuse to get a partial when he saw how much his customs fees cost

[doheee]

Just to clarify, the buyer is not asking me to pay the customs fees. He is only using that as a reason for not wanting to return the item. I certainly wouldn't be willing to pay a $400 partial refund.

[sg51]

Just to clarify, the buyer is not asking me to pay the customs fees. He is only using that as a reason for not wanting to return the item. I certainly wouldn't be willing to pay a $400 partial refund.

So what, exactly, is he asking for?