Reporting an issue with a buyer

[smart.trade.jo]

hi

I sold a computer to a buyer in Greece and shipped the device and it was well packaged. Where the shipping was economical and delivery time between two to three weeks and after shipping the device you added the tracking number. Ten days later the buyer opened a case in PayPal that the item had not arrived and the tracking number was wrong.

After 22 days the buyer received the item and the subject was changed the item arrived damaged

After the buyer's question, did the device arrive damaged. Where he replied that the device did not arrive damaged since there is no broken parts such as screens or cracks in the device, but he sent a picture showing that the device stuck on welcome logo and after a period he sent a message that the device does not work and after a period he sending a message that there are lines on the screen

The buyer requested a partial refund of the money and kept the machine and I refused the offer

The question is that the value of the item is $ 700 and the shipping is $ 40 and I am sure that the device was working good please experts advice me what i can do i lose ebay fees 74$ and shipping fees 40$ and the device itselef ( defective ) and return shipping and may be customs fees .
i dont know if buyer damage the device or device was arrived damaged.  please i need advice

[terrycanarsky]

So, was the case in PayPal closed in your favor?

Assuming these messages are all in eBay message system, there is a clear request (from buyer) for a partial refund and buyer keeps the item?

Has the buyer opened a return?  If he/she has not, do nothing.  Do not offer a partial (or full) refund again. 

~M

[smart.trade.jo]

thank you for replying buyer opened case in paypal and now we are waiting final decision from them. the request from buyer is noted in paypal case . buyer cant make return in ebay while there case are open in paypalfor the same item

@terrycanarsky wrote:

So, was the case in PayPal closed in your favor?

Assuming these messages are all in eBay message system, there is a clear request (from buyer) for a partial refund and buyer keeps the item?

Has the buyer opened a return?  If he/she has not, do nothing.  Do not offer a partial (or full) refund again. 

~M

---

[terrycanarsky]

You stated the buyer opened a case in PayPal that the item was not received and claimed the tracking incorrect.  Since the item *was* received, then the case should be closed in your favor.

Please keep a screenshot copy of all messages in PayPal since you may need those messages for eBay.

~M

[smart.trade.jo]

the request from buyer was " My offer was 240 dollars below the total price, i think it was fair since i would throw the device to trash" in ebay messagess and he sent unclear pictures in ebay messages

first picture while device stuck in logo and after period of time he sent second screen with vertical lines

finally he sent the device to repaire shop and they told hm it is hardware faliure . and he lef negative feedback for me 

[smart.trade.jo]

here is the paypal case history

total amount was 740$ and he request partial refund 500$ in first picture

second picture showing buyer change case reason

[terrycanarsky]

Actually I meant to keep a copy for yourself just in case you need.

Not sure what Paypal will do BUT in taking the item to a repair shop, the buyer may have negated his/her money back guarantee (with eBay) as now the item may be considered "altered".  In the past, we've had very similar problems.  PayPal's main concern with these cases is that the item was received, not what condition, etc.

~M

[smart.trade.jo]

if paypal decision was to buyer favor what can i do??

i am sure 100% was tested and fully working before shipping

[amysaint_0]

Is PayPal making the buyer return the laptop to you? Or did they refund them without a return?

[smart.trade.jo]

paypal didnt make final decision yet ?? we still waiting the final decision. 

thank you for reply

[bonjourami]

If he sent the computer to a repair shop and they fiddled with it, he is not returning the computer in its original condition..did you tell PP this?

[smart.trade.jo]

if i pressed  "respond button" in case the only choice is issue refund how i can tell paypal??

[bonjourami]

Since you cant call them, you will have to email them..look under the Help button, then Contact Us.

[glyph01]

Get on the phone with a PayPal dispute specialist, click HELP at the top menu, scroll down to click CONTACT US, and then scroll down to click CALL US.

[bonjourami]

Look under the Help button, then Report/Resolve a problem..then click on this...

• How do I upload additional information or evidence to help resolve a dispute or claim?