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Buyer saying that it doesnt work :(

Hi,
I am in need of some advice, I sold a piece of electrical equipment on ebay and sold it knowing it was working just fine as I tested it before I sent it. I have just had a message from the buyer saying that it is not working properly and now gets stuck when it is started up, therefore not usuable. He hasnt said anything else like I would like a refund or anything, just literally its not working and I cant use it.

What should I do now? Ask for it back and see if/whats the problem with it, if so who should pay return postage? Or, as I know he cant be telling the truth, do I say that I know it works and say that hes pulling a fast one and report to ebay? Am not sure what the best thing to do is, anybody help?!?

Thanks!
x
«1

Comments

  • flea72
    flea72 Posts: 5,392 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    Hi,
    I am in need of some advice, I sold a piece of electrical equipment on ebay and sold it knowing it was working just fine as I tested it before I sent it. I have just had a message from the buyer saying that it is not working properly and now gets stuck when it is started up, therefore not usuable. He hasnt said anything else like I would like a refund or anything, just literally its not working and I cant use it.

    What should I do now? Ask for it back and see if/whats the problem with it, if so who should pay return postage? Or, as I know he cant be telling the truth, do I say that I know it works and say that hes pulling a fast one and report to ebay? Am not sure what the best thing to do is, anybody help?!?

    Thanks!
    x

    ask them to send the item back, and then refund. Return postage is at their own expense

    things can get broken in the post, so they may be telling the truth

    Flea
  • Thanks Flea,
    It was a media player/recorder that was sold and he said it wasnt holding the charge so not damaged as in dented etc. How do I know he wont send a different one back (sorry thinking of all scenarios).
    thanks for response x
  • Hintza
    Hintza Posts: 19,420 Forumite
    10,000 Posts Combo Breaker
    Thanks Flea,
    It was a media player/recorder that was sold and he said it wasnt holding the charge so not damaged as in dented etc. How do I know he wont send a different one back (sorry thinking of all scenarios).
    thanks for response x

    Because you took a note of the serial number? Hope you did.
  • prowla
    prowla Posts: 13,722 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    flea72 wrote: »
    ... Return postage is at their own expense
    I think that's incorrect; ebay rules state:
    "[FONT=&quot]In general, the seller is obliged to pay for the return shipping unless they have specifically provided, within their returns policy, that they require the buyer to pay for it.[/FONT]"
    And If I'd bought something that turned out to be faulty/not as described, I would expect the seller to return me to the position of not having bought it.
  • peter_the_piper
    peter_the_piper Posts: 30,269 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    prowla wrote: »
    I think that's incorrect; ebay rules state:
    "[FONT=&quot]In general, the seller is obliged to pay for the return shipping unless they have specifically provided, within their returns policy, that they require the buyer to pay for it.[/FONT]"
    And If I'd bought something that turned out to be faulty/not as described, I would expect the seller to return me to the position of not having bought it.

    I think you'll find that applies to business sellers, private sellers are different and buyers have to send such goods back by a trackable method at their own expense, with emphasis on trackable.
    I'd rather be an Optimist and be proved wrong than a Pessimist and be proved right.
  • cyberbob
    cyberbob Posts: 9,480 Forumite
    1,000 Posts Combo Breaker
    Peter is correct. It is up to the seller to pay the return Postage. If it went to a Paypal dispute that is what they will say. Good sellers will normally refund that postage.
  • Thanks for all your responses. If it is my responsibility to refund postage, how does that stand if you think that the buyer is pulling a fast one, my husband listed the item as it was his and he said that just before it was sent off to the buyer it was tested fully and worked. I will then be out of pocket through no fault of my own, or is that just something that comes with selling your stuff on ebay? Not trying to shift any blame, just genuinely think we have done nothing wrong!!
    Many thanks for help
    x
  • OnceUponADream
    OnceUponADream Posts: 16,047 Forumite
    I recently sold an item and described it as best as I could, however as it was a product I knew little about I didn't notice a tiny flaw in it and therefore did not state it on my listing.

    I rec'ed an email from the buyer stating the flaw and my reply to him was that, due to my knowledge of this product he could return it for a full refund and P&P costs to return or hold on to the item and I would give a partial refund.

    I must have had the nicest buyer on ebay as he didn't want either and was happy to fix it himself. Just shows you do get honest buyers out there:beer:.
    The shinbone is a device for finding furniture in a dark room.
    :TBig thanks to all competition posters:T
  • peter_the_piper
    peter_the_piper Posts: 30,269 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Don't forget that you do NOT refund anything until the item has got back to you and you have checked it over thoroughly, you know serial numbers, secret markings etc.
    I'd rather be an Optimist and be proved wrong than a Pessimist and be proved right.
  • sunnysea83
    sunnysea83 Posts: 1,351 Forumite
    cyberbob wrote: »
    Peter is correct. It is up to the seller to pay the return Postage. If it went to a Paypal dispute that is what they will say. Good sellers will normally refund that postage.


    Actually paypal dont expect the seller to refund return postage its the buyer who pays return postage but the seller has to refund the original postage for posting out the item.
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