Buyer has returned a different or previously undamaged item

mrmcfuzz

I recently sold a relatively inexpensive item. The buyer then contacted me to say that there was a problem with the item that I had not described in my listing. I do occasionally miss very small things but am generally over critical of any flaws. Anyway I said I would be happy to refund them providing they returned the item. It arrived today but it is either a different item or they have broken it, as the problem they are describing has been fixed with super glue. It is really obvious and was 100% not there before.

Does anyone know what the ebay/ paypal stance is on this as I don't think I should have to refund for this but at the same time don't want to get a negative feedback?

Thanks in advance.

DaveAshton

Basically, you've been done.

Did the buyer return it by recorded post? Did you send it recorded in the first place? Has this been through a Paypal dispute?

As a rule, if a buyer declares an item as SNAD (Significantly Not as Described) Paypal will make them return it (by a tracked way, ie recorded post) to the seller. They'll then get a full refund.

If you didn't send it recorded, the buyer might try to screw you by saying they never got the item in the first place, and will be refunded.

jasmineswhiskers

Depending on the item you could try calling their bluff and say all your items are marked with 'indelible ink' and the one they have returned does not have this mark on it.

pursestring

Given the value of the item is it really worth the potential trouble if you don't refund the buyer. As Dave already pointed out, the buyer could raise an item SNAD dispute and you'd end up paying out anyway.
IMHO I would refund the buyer especially since you've already promised to do so.
Also, getting negative feedback could be far more costly in particular if your overall feedback score is not all that high.

royalrock

The Cheeky gits the postal place wouldn't of tryed to super clue it if they had done it!!!

Except the bad feedback and stat why you wasn't refunding them.

steviebabes

Refund the buyer, block them and move on.

Hintza

I had different item returned once. I wrote a very strong email pointing out that I kept a record of all serial numbers and was considering reprting the buyer to the police etc etc. Never heard another word.

I have also had an item returned after they had immersed in water that was a much longer fight.

fantafan1

I can not believe people can be so cheeky.

Something similar happened to me sent off DVD in excellent condition got email from buyer saying it wasn't working they wanted refund so asked them to return for a refund they sent a different damaged dvd. They sent an email asking if my dvd had been returned I replied no as it technically hadn't so I didn't refund but ended up with a neg and my sales have stopped so if you've got other items to sell just refund the money whatever.

trisha909

I am currently in the same position with a buyer. I sent a message to him today on the 5th to ask if he had recieved his DVD player, he sent a short message back saying "No, strange isnt it?", I then logged onto parcelforce and tracked it and it was signed for on the 3rd. I then messaged him back saying it was signed for 2 days ago by himself. He replied literally within a minute saying (and i quote) "sorry i was in bed while someone recieved it down stairs. ive opened and on'ed the player,it dont seem to be working in any way,ive put 5 different original dvds in it but spins and comes back out i shall be returning it for a refund thankyou vince.".

It could be quite innocent but the fact it was signed for 2 days before leaves me slightly cynical about it all. I know there were slight marks are on it but i wasnt smart enough to take down the serial number!.... Any advice?