buyer claiming damaged item, what can I do?

sallyrsm · 17 October 2017 at 9:48AM

I sold a boy's winter coat as used, it went for significantly more money than I was expecting. Like three times as much.
The buyer messaged me at midnight last night saying it had arrived but the little scrap of leather on the zip that you pull, fell off when she pulled the zip.
She said she wasn't happy.
I said i can see how that would be disappointing and how could we resolve it?
Bear in mind the zip works, just the pull allegedly fell off. I was thinking tops of giving her a 20% refund so she could get a leather shoelace to use as a pull, seeing how leather was the trim...
She's asked for a full refund.

I'm thinking she's had buyer's remorse having paid way over the odds for a used coat. The zip was fine when I posted it out, I pulled it to make sure, I described the coat as used, it was clean and unmarked condition.

Not sold on ebay for a long time having heard horror stories about scammers.

Where do I stand please?

soolin · 17 October 2017 at 10:31AM

sallyrsm wrote: »

I sold a boy's winter coat as used, it went for significantly more money than I was expecting. Like three times as much.
The buyer messaged me at midnight last night saying it had arrived but the little scrap of leather on the zip that you pull, fell off when she pulled the zip.
She said she wasn't happy.
I said i can see how that would be disappointing and how could we resolve it?
Bear in mind the zip works, just the pull allegedly fell off. I was thinking tops of giving her a 20% refund so she could get a leather shoelace to use as a pull, seeing how leather was the trim...
She's asked for a full refund.

I'm thinking she's had buyer's remorse having paid way over the odds for a used coat. The zip was fine when I posted it out, I pulled it to make sure, I described the coat as used, it was clean and unmarked condition.

Not sold on ebay for a long time having heard horror stories about scammers.

Where do I stand please?

The easiest way to stop a scammer is to ask them to open a case so that you can supply a returns label, and on safe receipt just refund. Don't negotiate on percentages as buyer seems to be angling for a full refund, just agree and point them towards a case. No case, no return = no refund.

gardner1 · 17 October 2017 at 10:38AM

When you 3 times as much..........did you check completed listings history it might not be way over odds
As previous post just tell them to open a case

sallyrsm · 17 October 2017 at 5:38PM

I've had a return request but there is no option to dispute it.

The item was described as used, didn't even say it was good condition although it was.

Should I reply to her and tell her to go through the resolution centre?

I'm so annoyed.

theonlywayisup · 17 October 2017 at 9:07PM

No, just accept the return.

mrcol1000 · 18 October 2017 at 10:46AM

Accept the return, otherwise Ebay may refund the buyer from your PayPal Account. You will then have to try and get the coat back. If they did not return the coat then you can close the return and Ebay should remove any feedback they left/leave. If you got the coat back then its obviously got value so you could sell again. Regardless I would add them to your block bidder list.

Brynsam · 19 October 2017 at 1:17AM

Don't waste your energy getting annoyed (or try not to) - it isn't worth it.

Debbie_Savard · 19 October 2017 at 7:21PM

Just regard yourself lucky if you get the coat back in one piece.

buyer claiming damaged item, what can I do?

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