Hello, I have a problem with buyer.

[pesa_9324]

Hi 

I have problem with buyer madam from Italy. She bought notebook from which was perfectly fully working I had picture and was perfetcly packed. I send it and today she opened return request that notebook is not working and is damage. 

1, It is not true that it was damaged when I sent it

2, It was in For Parts or not working because on the laptop has been repaired motherboard.

3, In description I had NO RETURNS.

She want full refund but she is not able to send normal photos of the notebook. 

I think she just realised that it is lots of money which she paid and want them back. 

But I am afraid also. 

Can you please help me how to resolve this problem ? 

Thank you

[terrycece62]

In that case buyer will be refunded and case closed

[pesa_9324]

so I agree with return and she will be refunded  even she will or not send item ?  

**bleep** there is no policy for seller protection ? 

[terrycece62]

if you agree you MAY get your item back no guarantee  

bit buyer will be refunded

[banit03]

She has to actually return the item.   If she never sends anything back and its past the date she was supposed to send the return call ebay .  They will close the case and you can keep your money.  She doesn't get the money and the item.  

[friskya]

There is a very slim chance you might come out alright, then. By accepting the return, the onus is now on the buyer to prove that they actually did return it. If they don't upload some sort of tracking information into their claim, eBay might (might) decide in your favor. Don't rely on that date, though... eBay frequently extends that time, ostensibly to allow the buyer time for their return to actually get through the postal system. At least, they do here in the U.S. - it might be different for Slovakia, but I don't know for certain.

At this point, your best (and really, only) option is to await eBays decision on the case. If it goes against you, come on back and someone might be able to guide you on the best way to appeal it. They can be won, according to this post from 22 June: https://community.ebay.com/t5/Selling/This-is-how-sellers-dispute-and-win-Item-not-as-described/td-p...

(this was, I believe, a US based seller and buyer, so it may not be the same for Italy based buyer and Slovakia based seller)

[pesa_9324]

She want her money now

I want wait until item will be in my hands. 
I accpted return so it is on her turn yes ? 
what is return call ebay ? 

she has to do something or when she will ignore 27th date something will happen to my side ? 

[banit03]

Sorry I missed a punctuation.  I meant to say if she doesn't return the item by the date she is supposed to you'll need to call ebay.  They should be able to close the return case if buyer has not returned item.  So yes accept the return then wait.  That way you don't get a defect.  But you will need to call ebay if item is never returned that way the case can be closed.  Do NOT refund until you have the item in your possession.  She could be lying to get a free laptop.  

[pesa_9324]

Thank you, still dont know what can I do now she want her moeny + shiping money to send her. 

In europe we cannot use labels only manually wrote infos about sender and receiver

I dont see where anything that please pay for shipping or something.

I think that she looks that she wants trick me. 

Now she wrote that ebay want from me to pay shipping but where ? nothing is on 

now is her turn to send it no ? 

So she wont send it and want decied to ebay. 

[coffeebean832]

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@pesa_9324 wrote:

She want her money now

I want wait until item will be in my hands. 
I accpted return so it is on her turn yes ? 
what is return call ebay ? 

she has to do something or when she will ignore 27th date something will happen to my side ? 

---

You're in Slovakia and she's in Italy? Did you provide either a return shipping label through eBay or funds to pay for return shipping? If you haven't done that yet, then it's still "your turn".

[pesa_9324]

yes I am yes she is, 

but how to ?  pay her,  give he shiping label ? 

[friskya]

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@pesa_9324 wrote:

She want her money now

There are people in hell who want ice water - and they have about as much chance of getting it as she does of getting her money before eBay makes their decision. She started a process that she now has to allow to play out. 

I want wait until item will be in my hands. 

As is your right, since you've accepted the return. Don't refund before then.
I accpted return so it is on her turn yes ? 

Yes.
what is return call ebay ? 

Don't waste time trying to call - you can't. Contact them through their social media pages. Facebook or twitter.

she has to do something or when she will ignore 27th date something will happen to my side ? 

They might give her extra time to allow for postal delays, if she uploads tracking information by that date. In which case, you get to wait until their new date passes before contacting eBay.

---

[pesa_9324]

But some people told me on top that first I have to pay her for shipping and give her label BUT in slovakia I know that we cannot use label and there is nothing on ebay to pay her for shipping

Still have to wait for something ? 

[pesa_9324]

there just this thing, nothing more that I have to pay something for label or anything

[friskya]

Those people are correct. If eBay can't issue a return label, you'll have to find a way to get the return shipping cost to her.

PayPal™ strikes me as the most likely way, but that would require both you and she have PayPal™ accounts. And she would need to find out and let you know how much shipping would be. 

This one, I'm afraid, is above my pay grade - I hope someone else can help you with it, but I'm just about tapped out.

[friskya]

@pesa_9324 

I don't know if this might be helpful, but on one of eBays help pages, I found this. If you haven't already asked your buyer this question, you'll want to do so as soon as you can to protect yourself. https://www.ebay.com/help/selling/managing-returns-refunds/return-shipping-sellers?id=4703&st=3&pos=...