eBay

mirificfinds · ‎04-20-2022

I sold an item that was new but was opened. I inspected it prior to listing the item and supplied pictures of most of the items that were included in the box. Now that the buyer has the item they are claiming that it is missing several major pieces and now wants to know what I plan to do to remedy the issue. I will not take a return and pay for the return shipping as I would then be out of pocket for the item as there was a low margin of profit. Several of the supposed missing pieces were in my pictures of the item that I was selling. I personally believe all pieces were there when I shipped the item and they had no complaint of a damaged box to explain why something would go missing. What is your recommendation?

dhbookds · ‎04-20-2022

If they claim they didn't get the items...............no way you can prove they did....... You must refund in full and decide whether you want the item back (for which you will pay the shipping.........

soh.maryl · ‎04-20-2022

Your buyer can open an item not as described case. If you refuse to send a prepaid label, then, in all likelihood, eBay will take over for you, refund the buyer and let the buyer keep what was received. Is that what you want to see happen?

albertabrightalberta · ‎04-20-2022

If the buyer files INR (item not received), you should respond to the dispute with the tracking number. (Sometimes buyers will file INR when parts are missing.) As long as tracking shows delivery, the dispute should close in your favor.

If the buyer files as NAD (not as described), you'll have to accept the return, pay for the purchase of the return shipping label and once the item is returned to you, you'll have to issue a full refund.

Until there is a case opened, you don't have to do anything although I would respond to the buyer. If I knew I included the "missing" items, I'd send a message to the effect of the following. I've found that missing parts usually materialize after a buyer receives my message:

"Dear buyer,

I'm sorry to hear that you say items were missing from your purchase. I certainly did include everything shown in the listing and if something is missing, it may have been stolen.

If you'd like, I can request that USPS open an investigation. USPS takes issues of fraud, theft and rifling seriously and will take action. Please save all packaging because they will require your cooperation in their investigation.

Let me know how you want to proceed.

Sincerely,

Seller"

albertabrightalberta
Volunteer Community Mentor

alltheprettylittlethings · ‎04-20-2022

If it was an open box item and listed as new then all of the pieces should have been there before shipping. If there were missing pieces and the buyer opens a "Item Not as Described" all you can do is refund him because it's the buyer's word against yours. You'll have to consider if it's worth the cost of shipping the item back to you.

If it is not a high price item, I'd just refund and let it go.

stephenmorgan · ‎04-20-2022

If they request a refund thru eBay that is what you will have to do.

If they have not requested a refund yet I would ask them what they want to make it right.

Maybe they will ask for a discount and you may come out better than a complete refund.

inhawaii · ‎04-20-2022

When a buyer says "remedy the situation" and doesn't immediately want to return,

that usually means they are fishing for a partial refund.

Many sellers refuse to do a partial refund.

I will. I 'll do whatever costs me the least amount of money.

If a partial refund will cost me less than a return and a full refund, count me in.

If you're ok with that and you can both agree on a price, you might be able to make this problem go away.

Good luck!

Highway Patrol - Junior Brown

rugerskick · ‎04-20-2022

If they ask for a discount most likely its fraud.

Make them return it. Once back open a buyer fraud case or open a case where the item they sent back is not in the same condition it was sent to them, ie they sent it back with missing items. Use the photos you took of the item before/during packing to show this. Ebay may ask you to sign an affidavit, do so. It can be won in your favor if your seller history is very good.