Seller returned a broken item, said he 'cleaned' it.

[akaralabs]

Hi,

Been an eBayer for years and never any real issues. I recently sold a lens and sent it out RMSD, the buyer received it, tried it on his camera body found it apparently didn't work (came up with error on camera). Then said he spent over an hour 'cleaning' the lens. An hour+ cleaning a lens means he most likely took it apart and my findings on getting the lens back lead me to believe this is exactly what he's done. The lens is nothing like how I sent it, it now rattles, the movement of the lens barrel is significantly different (glitchy and sloppy). The whole lens assembly is loose from an amateur repair which has lens the lens completely broken. I've not attached it to my camera body as I'm worried it will now damage my camera but I'm confident it's not going to work considering the current condition.

I'm worried as he's stated that the lens wasn't in excellent condition externally (the lens foot that fits on the tripod had normal wear for a second hand lens). 

He admits to cleaning it after apparently finding that it didn't work, I find it very odd anyone would spend over an hour cleaning a non working lens knowing you're going to send it back.

Overall I believe this guy has received the lens, decided he wanted the barrel action to be smoother than what it was and disassembled it only to break the lens and feel that he can get a refund.

What's the likelyhood eBay will go in my favour considering he's admitted to interfeering with the lens rather than just returning it or at least getting in contact with me first? I've just read some horror stories about cases always going in the buyers favour. I'm very nervous!

[retrose1]

OP, you are in the UK and they have different rules there.

But on the surface, I'd say that the best you can do is report the buyer for abuse of returns and check the UK policies to see if there is anything you can do.  But my gut ways that no, you can do nothing.

Cameras and camera equipment are in the top ten scammed categories on ebay, and I'll bet that what you got back was the buyers broke lens that the buyer used yours to upgrade with and for that reason, you might want to rethink your high dollar listing of a group of filters.

[akaralabs]

I have a suspicion he may have harvested some internals of the lens, I'm not opening it up until I've heard back from eBay. The outer casing is the same item but there's every chance he just took what he wanted from inside and then re-assembled with his broken parts and sent back.

I guess I had better start expecting I'm going to lose this case, I didn't even think this would be something that would happen. It's not a cheap lens either, it's going to seriously dent me selling on eBay again, especially for anything of any worth in future. I'll be out £620! 😞

[retrose1]

There is a saying around here.....

Do not list anything on ebay that you can not afford to lose.  And pay postage to lose it.

[goodluckselling]

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@akaralabs wrote:

I have a suspicion he may have harvested some internals of the lens, I'm not opening it up until I've heard back from eBay. The outer casing is the same item but there's every chance he just took what he wanted from inside and then re-assembled with his broken parts and sent back.

I guess I had better start expecting I'm going to lose this case, I didn't even think this would be something that would happen. It's not a cheap lens either, it's going to seriously dent me selling on eBay again, especially for anything of any worth in future. I'll be out £620! 😞

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Yes it is possible he harvested some parts.  Also something specific with camera lens is that you need to make sure there is no fungus growing inside the lens assemble.  This is a problem with camera lens and might explain why his camera error'd and why he might have spent over an hour cleaning the inside lens area.

I agree with @retrose.  report for misuse of the MBG and return process.  As far as the case the buyer opened?  You will have to satify the buyer whatever way both of you agree to, or face unwanted defects for the transaction.

Good Luck Selling!

[*eponymous*]

OP needs to authorize the return and pay return shipping - or issue a refund outright - before the buyer escalates the case. Otherwise, the seller will lose, will have to accept the return for refund, pay return shipping, and will have a "case closed without seller resolution" strike!

[z50com]

"decided he wanted the barrel action to be smoother than what it was"

So you knew the action wasn't as smooth as silk, did you mention this in your listing?

[akaralabs]

The movement was absolutely fine, it's a particular lens that has a lot of extension. It was a theory as to why he might have felt it necessary to open the lens. He said in his message to remove dirt and grit which is untrue as there was no dirt/grit in the lens when I had it.

[akaralabs]

The buyer asked not to go through the returns process initially which I didn't agree to. I asked for the lens back to inspect and to see how we would proceed. The lens is now with me and he's just raised a returns thing. I'm new to all this so not sure what I should do. I did ring the eBay helpline and the lady said I should not choose any option and wait 8 days at which point they will decide on the case?

I'm worried as I haven't clicked on the link asking him to return the lens but he sent it and I have it with me now.

[akaralabs]

I agree about fungus etc, this lens was completely free of any defects.

[akaralabs]

Quick video of the lens after being returned. 😞

https://goo.gl/photos/4QnFpnRowLu4orsn7

[lacemaker3]

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@akaralabs wrote:
The buyer asked not to go through the returns process initially which I didn't agree to. I asked for the lens back to inspect and to see how we would proceed. The lens is now with me and he's just raised a returns thing. I'm new to all this so not sure what I should do. I did ring the eBay helpline and the lady said I should not choose any option and wait 8 days at which point they will decide on the case?

I'm worried as I haven't clicked on the link asking him to return the lens but he sent it and I have it with me now.

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No, don't wait for eBay to decide on the case.

If you wait and let eBay "step in" then you will get a defect for not resolving the issue yourself, and you won't get your final value fees credit. That would be 10% of the total payment from the buyer, which you don't have to lose. 

[akaralabs]

ok, so I should click on:

"Accept the return
You pay for postage and can send our return label or your own. Wait to get the item back before you refund the buyer."

and then follow the process?

[tamaralea]

Wouldn't "cleaning" void the MBG?  I thought that any time the customer "alters" an item, they void the guarantee.

[thatsallfolks]

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@tamaralea wrote:

Wouldn't "cleaning" void the MBG?  I thought that any time the customer "alters" an item, they void the guarantee.

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Yes, it does. And if the buyer admitted to doing that in an eBay message, the OP can try to block any return or SNAD because of the alteration. In the USA. Not sure about UK.