Buyer requesting a partial refund for faulty item, but is unable to show proof of the fault

[havenshospices]

We are a charity seller, and sold a mobility aid lifting cushion last week. Originally listed for £700, we eventually accepted an offer of £600. After receiving the item the customer has told us that the battery is not able to take/hold charge and is defective. This was not tested before shipping as the item appeared to be new and unused. We have offered to send the customer a partial refund to cover the cost of a new battery (£100) - but do require some proof of the fault before doing this. We have suggested that they email us a short video showing the item, the battery on charge, and then it not working. The customer has said they are unable to do this as they do not have have the ability to take a video, and is generally not very cooperative or understanding.

The other option we have offered is for the item to be returned for a full refund, providing we get the item collected by our own courier service. The customer is not cooperating, and still wishes to keep the item, but wants the partial refund.

Has anyone been in a situation like this? It definitely feels suspicious, but we have no other ideas on how they can prove it is faulty and want to make sure that we are covering ourselves. Very nervous that eBay may step in and refund the whole order if the customer raises a despite. As we are a charity seller this income is vital!

Thanks

[myhomeschooldelights]

@havenshospices 

Has your customer already opened a case on eBay?  Either for a return or for an item not as described?  Or has all this communication simply been through eBay messages?

[havenshospices]

Thanks for coming back 🙂

It's all only been through messages so far.

[pburn]

@havenshospices 

You've reached the Selling board of the ebay.com Community discussion boards. You'll definitely want to get your advice from your fellow UK members. 

If you choose to post in the ebay.co.uk Community, here's a link for you:

https://community.ebay.co.uk/t5/Discussion/ct-p/13?nobounce=

While the two platforms are quite similar, there are differences between the two that ebay.com sellers may not be aware of. For example, ebay.com buyers don't have to prove anything to have a return/refund request accepted.

[havenshospices]

Thank you!

[donsdetour]

Hmm: item not as described is such your options are:

1: return for refund.

2: let them keep it and refund em.

Since so far a case has not been open, communication may save you, or may not.

If they open a case: or by you contacting eBay, open a case for the purchaser:

Options have been stated.

Oh and they do not have to provide proof.... Your statement here " This was not tested before shipping"

tells me it may acualy be a problem.

If they do not accept the partial you owe them for all and it is not your shipping service: but a return cost through eBay that this will cost you....

Its for sure a problem; and it comes down to how much are you willing to lose on this deal.

[luckythewinner]

All of the answers below are based on USA policy. I'm not sure how that translates to UK policy. 

We have offered to send the customer a partial refund to cover the cost of a new battery (£100) - but do require some proof of the fault before doing this. We have suggested that they email us a short video showing the item, the battery on charge, and then it not working. 

On eBay, buyers are not required to show proof of a faulty item. They are not required to make videos, to be cooperative, or to be understanding. They simply have to file a dispute. 

The other option we have offered is for the item to be returned for a full refund, providing we get the item collected by our own courier service. The customer is not cooperating, and still wishes to keep the item, but wants the partial refund.

Unless your courier service provides the buyer with a delivery confirmation service that is accepted by eBay for returns, your buyer is not required (now would he be advised) to do that. 

we have no other ideas on how they can prove it is faulty and want to make sure that we are covering ourselves

The long and the short of it is that you are cannot make demands of the buyer or put conditions on the return of an item that is "not as described".  You either refund without return, accept the return, or lose the dispute AND get a very damaging defect for not resolving the dispute. 

Very nervous that eBay may step in and refund the whole order if the customer raises a despite. 

You should be nervous, because they will. 

[pburn]

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@luckythewinner wrote:

All of the answers below are based on USA policy. I'm not sure how that translates to UK policy. 

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@havenshospices 

Again, it's best to get your advice from ebay.co.uk sellers, since ebay.com sellers just can't stop themselves from responding, even though they clearly admit they don't know ebay.co.uk policy.