Issue with Buyer Claiming Item Is Damaged

[camel2500]

I figured I post this here since I'm currently in a dispute with a buyer; about a month ago I sold a mirrorless camera to him with a fixed lens; a few weeks after he claims that the sensor is accumulated with dust particles although (1) turning on with no screen damage and (2) I provided proof from my Flickr page that I previously took photos with it.

At first he asked me to pay him $30 for the cleaning kit which I told him that would be fine though did not provide ANY info for payment (i.e., PayPal/Cash App/Venmo, since you are unable to send e-mail address via messages on eBay); about a week later he NOW wants a refund and shows me a picture with a lens HE bought and saying that an error shows up on the camera.

I replied back that HOW is the camera damaged if I PREVIOUSLY took pictures with the lens I provided for him. I counterfiled a dispute with eBay stating this since I technically have until the 23rd to agree for him to send the camera back; he sent a message back though I do not want to say anything to him at this point since I think he's petty for this (which I told him by the way); thoughts?

[no_zero369]

You are going to get no where arguing with a buyer.  er, well perhaps and angry buyer.  Once a buyer claims item is damaged, per the eBay MBG, the seller is going to lose money.  How much money a seller loses depends on the actions taken or not taken.

Best advice: Issue a return label and refund once the item comes back.  Prey that  the buyer isn't so angry that they send you back a brick instead of the camera.

Oh and a couple of other things.  You could have issued a partial refund for $30 for the cleaning kit.  Perhaps that would have ended this mess?

Second, once you are in a transaction with a buyer you CAN exchange email addresses or PP addresses in order to facilitate the sale.

 And hope you feel better for calling the buyer "petty" as that appears to be a pretty poor move.

[hurryagain]

@camel2500 

Oh...you are not going to like what I am about to say...

If the buyer has opened an item not as described case against you, it is going to be in your best interest to accept the return.  The reason being is that when a buyer opens such a case, they are almost always going to win.  It does not matter about the pictures that you have to prove that the camera worked b/c eBay's stance is going to be that it could have been damaged/non-functional during shipping etc...

If you try to contest the case, what can happen is that the buyer can (and most likely) the escalate the case and eBay will then make a final decision (almost always in the buyer's favor) - close the case - refund the buyer with your $$$ AND NOT REQUIRE THE BUYER TO RETURN YOUR CAMERA EITHER...so basically he will have BOTH your $$$ and your camera.  DO NOT LET THIS HAPPEN.  As much as it pains you, accept the return.

You also did the right thing in stopping the communication with him, there is no longer any point in talking to him.  Just accept the return and if he tries to correspond with you, just say: Dear so & so, I am sorry that you are not pleased with the item, please return it for a full refund."  Lather, rinse & repeat as much as needed but don't go any further.

 I am truly sorry that this has happened.  Unfortunately, it is one of the risks for selling online.  (I am also a seller on another account.)

[espresso_warehouse]

The buyer obviously got dust on the sensor when they changed lenses. If this was shown in messages you actually have a lot of leeway, but I see no reason to push it.

I would report this buyer for abusing returns. I would call CS and get the ball rolling on an investigation. If you get a halfway decent representative and that information is evident in the messages, they'll note the buyer admitting to returning the item in a different condition.

After that I would consider just accepting the return, hopefully get back the camera, blow the dust out and sell it again. The most likely issue here is a buyer who doesn't know what they are doing with cameras or potentially just a remorse return where they are trying to get free shipping. I had a buyer do this once. Buy a camera, change lenses and complain about dust. Anyone who has changes lenses a lot knows why dust gets on the sensor.

If you get it back in good condition though and it's just dust, blow out dust and sell it again. If there is any other damage, or the dreaded empty box, follow up with the case. You can also try to charge them for shipping as part of your case but I'm not sure it's worth it. You have to asses what the value of your time is.

[lightlily_arts]

Other posters have already advised you to accept the return if the buyer opens a case for not as described.  You do have access to your buyer's email address.  If you click on the menu tab left side to their order and select Print Shipping labels and invoices then on that page select Invoices for you records and continue. The email address will be on top of the next page.

[max-list]

How do you get to that page. I have a starter store but only have these options. (pic)

[netwizz760]

It doesn't matter even if it is the buyer's fault... you are still stuck accepting a return or not and paying the return regardless.

At this point don't anger the buyer.

IF the buyer has not already opened a case and you already agreed to pay the $30, I would reach out and be very diplomatic and be certain to issue the partial refund via the original payment method only such that if the buyer at a later point opens a return case at least you have only 70% more you need to refund.  Do NOT send the buyer any money outside the eBay system because in theory the buyer could end up with the 1) the camera, 2) a full refund, and 3) an additional $30...  YOU could end up with a buyer who is 1) still angry even after that and 2) still leaves you negative feedback AFTER receiving free gifts from you.

If the buyer already opened a case, accept it straight away as to not delay (angers buyer), and B provide a return label BEFORE eBay steps in.  This ensures you at least should get your item back and your eBay fees back.