eBay

portia10mercedes · ‎07-15-2018

Hi,

Im in UK.

I have recently sold an Item on ebay which the buyer initially said he didnt receive. I sent it with Parcelforce 48hr service so had a signature with his name. 4 days after confirmed delivery he said yes he did receive it but it didnt work and has sent it back to me.

When it arrived back after another 4 days (he sent it 24hr service) it had obviously been opened and tampered with. I asked him why he had done this, he said he had used a multimeter to check it.

He pushed for a refund which i refused on the basis that he had damaged it by opening it up and prodding around the electronics, (he doesnt know what he is doing).

He then opened a dispute saying it had not arrived?? He then denied opening it and tampering with the electronics.

I submitted proof of delivery.

He agreed it had arrived but maintained it was faulty.

After long messages backwards and forwards it dawned on me this guy has replaced the electronics with a faulty one of his own. He told me he has owned an identical one for 5 years.

We agreed I would send it back , I think he knows Im on to him but he has left the dispute open saying its been undelivered. Nothing he has said has been consistent. He now has the item and I would like to close the dispute, can this be done? I think he will be as awkward as possible

tiramisu41 · ‎07-16-2018

@portia10mercedes,

If the buyer has opened an ITEM NOT RECEIVED complaint and

1) He indeed DID receive the item

2) You have proof the item was sent and delivered to the address provided to you by eBay

3) You have uploaded the Tracking Info that affirms item was delivered both inside the transaction AND also in response to the official complaint (these are two separate actions, not one so be sure to do both)

4) You can escalate the complaint to a case through the eBay Resolution Center and it should be decided in your favor.

Basically, sellers only receive defects to their accounts when they are uncooperative in resolving buyer complaints. You've contacted the buyer, you've uploaded the tracking info in response to the INR complaint (I'm assuming; if not, do it). Buyer is not responding; not you. So there's no reason for you to receive a defect.

What happens if you don't escalate the complaint to get eBay to step in? Well, usually the money you receive for the item is put on hold in your payment account when a buyer claims he/she didn't receive their purchase. I don't know since you're in the UK whether you use PayPal or not, but check whatever account (PayPal or otherwise) you use to accept/pay for your eBay selling activities. I would be very surprised if the amount of this transaction hasn't been frozen until the complaint is resolved.

If you do nothing more than you have to-date, then the buyer WILL keep the item and your money.

If you want to resolve the problem, then you need to escalate the INR complaint to case level by getting eBay involved. As you note, you have 30 days to do so. Why would you not? Your buyer has wrongly accused (lied) that he didn't receive the item. He has, you have proof of it, and he admits it.

As was explained in an earlier post, opening a case can easily be done done online through the Resolution Center. If/when you do, DO NOT muddy the waters by mentioning the buyer tampered with the item, etc. All that is irrelevant to his complaint that he didn't receive the item. That's the complaint he opened and the one you should only address.

Hope this helps.

View Best Answer in original post

siayan · ‎07-15-2018

You mat want to check on the UK boards as sometimes the UK rules may doffer from here in he US

With that said if you sell an item it is required to work as it is supposed to. Since the claim was that it didn't work and the buyer returned it and has proof he may win the case.

____________________________________________________________________
Prov 20:14 It is naught, it is naught, saith the buyer: but when he is gone his way, then he boasteth.

portia10mercedes · ‎07-15-2018

Hi the claim via ebay dispute is non delivery. he says in his message it didnt work.

myboardid · ‎07-15-2018

In the US, you would submit proof that the package was delivered, and eBay would close the case in your favor. We don't know the process for doing the same in Britian.

----------------------------
Successful and experienced seller since 1997, over 70,000 feedback, boardie since the boards were begun.

siayan · ‎07-15-2018

Sorry I missed that. In US if you add tracking the claim will be closed in your favor as others stated. Not sure if he can then open another.

____________________________________________________________________
Prov 20:14 It is naught, it is naught, saith the buyer: but when he is gone his way, then he boasteth.

johnwhiplash · ‎07-15-2018

Call ebay and they will review the messages between you and the buyer. Calling them has always worked for me. Emailing them has not.

sidemouse · ‎07-15-2018

FIrst and foremost we have an Item Not Received case and presently this is the only issue at hand so I will address this.

This is the USA board, here we have to submit online viewable proof of delivery (aka tracking number) for an Item Not Received case to close in the seller's favor.

If other issues arise we may have to deal with those as they occur.

portia10mercedes · ‎07-15-2018

Thank you for all replies.
I used the USA forum as here in UK we can only use 100 characters per message, so one sentence.
I have submitted online the viewable proof of delivery, case still open. Buyer has not responded. Will it close automatically after a period of time or do I need to do something else?
many thanks for your help

tiramisu41 · ‎07-15-2018

@portia10mercedes wrote:
Thank you for all replies.
I used the USA forum as here in UK we can only use 100 characters per message, so one sentence.
I have submitted online the viewable proof of delivery, case still open. Buyer has not responded. Will it close automatically after a period of time or do I need to do something else?
many thanks for your help

@portia10mercedes, ebay.co.uk does have a Help Center which contains various articles about how to handle common eBay transaction issues. It's located here: https://www.ebay.co.uk/help/selling

To save you some time, here's the link to an article about what a seller should do if a buyer opens an "Item Not Received" (INR) complaint: https://www.ebay.co.uk/help/selling/managing-returns-refunds/helping-buyers-items-not-received?id=41...

Basically, you and the buyer have eight calendar days to try and work out the problem before either of you can ask eBay to "step in." Before you do so, make sure the Tracking Number for your package has been added/appears in the transaction record in your My Ebay/Solds list. Also make sure you respond to the INR complaint affirming that the package was sent and delivered successfully. Include the tracking number info here as well.

Keep any/all of your communication with your buyer from within the eBay Messaging System. Do not communicate via outside email, text, phone calls, etc. as eBay cannot access any of those and will not accept screen shots/copies as evidence.

Once eight calendar days have elapsed (and no more than 30 days), you can "ask eBay to step in" by opening a case in the eBay Resolution Center. More info about that can be found here: https://www.ebay.co.uk/help/selling/managing-returns-refunds/ask-ebay-to-step-in?id=4702

According to the above, after asking eBay to review the case they will make a decision either in your favor or against usually within 48 hours. If you can provide affirmation via your tracking info that the package was indeed delivered, I don't see why the case won't be decided in your favor, however, things may work differently on ebay.co.uk as they do in the US on ebay.com

If you haven't already, you might want to put this bidder to your Blocked Bidder List. That way, he won't be able to bid on any other of your items and cause you more grief. Here's how to do that as well: https://www.ebay.co.uk/help/selling/resolving-buyer-issues/blocking-bidders-buyers?id=4082

Hope this info is helpful. Good luck!

portia10mercedes · ‎07-16-2018

Thank you for the very helpful answer.

This is where I am at the moment.

Returned item to buyer at his request, he admitted off ebay that he dismantled it and "may" have damaged it in the processs or exchanged some components for his own by mistake......hmm

I have on ebay item sold record original delivery confirmation which shows delivery time and date.

Non delivery dispute still open.

Buyer not responding.

If I ask ebay to resolve I understand I could get some sort of a penalty regarding my seller rating?

I have 30 days to resolve, as buyer is not responding what happens after 30 days?

Buyer has Item so I dont want to lose that and the money, will I end up with nothing?

I have not listed anything more on ebay as this experience has really put me off, I am a genuine seller and test everything when needed prior to listing.

This buyer seems to want to keep item and a refund.

thanking you all in advance for your time and answers.

tiramisu41 · ‎07-16-2018