Buyer says part missing and wants me to send a new one

[waterdoggmom]

Three weeks after receipt of item, the buyer writes to say it's missing a tiny piece (item was intact when it was shipped) and wants me to send them a replacement piece.  I don't have one to send.  I asked buyer to send a picture of the problematic area on the item.  So far, I haven't heard back.  If they are trying to get a refund, would I be backed up by eBay if I can show that the item was fine, based on my photos of it before it was shipped?  Thanks.

[dbfolks166mt]

      Unfortunately eBay is buyer centric when it comes to the MBG and protection. It comes down to a you said, they said and eBay is almost always going to go with the they said regardless of what "proof" or "evidence" you can provide. Not sure what you sold/shipped or what the $ value was but if you do not have a replacement part or cannot obtain one simply tell the buyer so and offer a full refund upon return and receipt of the item. 

     There is a chance that they could be phishing for a partial discount which seems to be an increasing tactic. I get very few complaints but I have had a couple of these types of claims and simply told the buyer to return the item for a full refund. A few did so but others never followed through on their phishing expedition, kept the item and left positive feedback. Go figure. 

[dnasilver]

The picture is meaningless to eBay since they have no idea what the condition was when shipped. They only care buyers are happy.

[inhawaii]

Your photo means nothing to ebay. They will not even look at it.

You can send the buyer a partial refund for the replacement piece (if you both can agree on a price).

I think most people here will tell you to just have the buyer start a "not as described" return with ebay.

Accept the return.

You will have to pay the return shipping. 

If/when you get the item back, then you issue the buyer a refund.

If you accept the return and the buyer does not send the item back, you win. No refund.

[mybigsale]

@waterdoggmom 

If they are trying to get a refund, would I be backed up by eBay if I can show that the item was fine, based on my photos of it before it was shipped?

No. If buyer returns a tomato to you (or sent you a picture of a tomato) you would most likely still lose an eBay not as described case.

Your responsibility is to ask for a return (customer files eBay Not as Described). You pay shipping and refund when item is returned. Many sellers stand firm on only accepting returns and not partial refunds to prevent abuse. If buyer is just fishing for a partial refund, they may do nothing if you insist on item return.

If you believe a tiny piece is missing, you are free to offer a partial refund to cover the buyer's expense in replacing the part. Is it a $5 partial refund or $20 for you to cover return shipping? Your decision.

In most cases "Return for refund" is the best solution and your only responsibility.

[bill.purvis2012]

Yes. And the buyer can't leave you negative feedback if you offer to pay for return and refund when receive. If you just offer a partial refund, even if buyer agrees, they can do a negative feedback.  Important. 

[waterdoggmom]

Thanks to all of you for your extremely helpful replies.  So far, he hasn't responded to my request for a photo.  (I know I didn't send a defective item, but whatever...I had a feeling about this transaction from the beginning...).   So.....do I send another message offering full refund upon receipt of item, I pay shipping, or do I sit tight and see if he does anything else?  Am I better protected if I make that initial offer to him to return it?

[dbfolks166mt]

Thanks to all of you for your extremely helpful replies.  So far, he hasn't responded to my request for a photo.  (I know I didn't send a defective item, but whatever...I had a feeling about this transaction from the beginning...).   So.....do I send another message offering full refund upon receipt of item, I pay shipping, or do I sit tight and see if he does anything else?  Am I better protected if I make that initial offer to him to return it?

     At this point you have already contacted the buyer once the ball is in their court. Sit back and see what they do there is always the possibility that they were phishing and you may never hear from them again. Your protection does not increase the buyer is already fully covered under the MBG. 

[redlinear]

Hate to say it, but....it's been my experience if they are asking for a replacement...it's probably legit. (probably)
If they are asking for a refund?  Hard to say if legit or not.
If they have a list of complaints. Any one of which would be a deal breaker....it's buyers remorse or they broke it themselves.  They want everything and a refund.