Buyer says item arrived broken

Princess_Jane

I've just sold a phone to a first-time bidder and they contacted me today to say it arrived broken - apparently the back cover comes off.

It wasn't like this when I posted it and it was packaged very securely, so I'm not sure what to do next.

If I don't refund it will be a negative feedback and a paypal claim and if I do then I risk get a broken phone back which I can't sell on.

I described it as in good condition but in need of a new cover as it was worn.

PS it was posted Special Delivery, so I don't know if I can make a claim through the Royal Mail..

amcluesent

IMHO you'll need to instruct the buyer to return at their expense for inspection and refund if it is broken. NB to comply with Paypal rules for a refund, they'll need to return by a trackable means, you don't need to remind a noob of that

Chances are they'll return a broken phone of the same model you sold. But you did take a note of the IMEI number, didn't you...

peter_the_piper

Email them to say that you will accept return, at their expense as above, but there will be a slight delay whilst you check it out. Item, IMEI number and invisible security markings which your insurance company insisted you put on. Chances are you won't hear from them again.

Princess_Jane

Thanks - I have the IMEI number somewhere as it was needed when I insured the phone.

My auction did stipulate that any buyers with a feedback of less than 10 should contact me before bidding, but she didn't, and bid in the dying hours of the auction without asking in questions.

I'm not sure yet if she's pulling a fast one..or attempting to..or whether the noob has unrealistic expectations of what buying a second-hand phone will involve.

cyberbob

Princess_Jane wrote: »

My auction did stipulate that any buyers with a feedback of less than 10 should contact me before bidding,

As you realise that is a pointless statement as it cannot be enforced and they can still bid

soolin

The fact you mentioned that it needed a new cover might be an indication that the buyer is correct. If the cover was already worn what looked to you like a sort of OK condition might seem very poor to the buyer.

Princess_Jane

cyberbob wrote: »

As you realise that is a pointless statement as it cannot be enforced and they can still bid

Much of ebay is pointless statements, weighed in favour of the buyer IMO.

Princess_Jane

soolin wrote: »

The fact you mentioned that it needed a new cover might be an indication that the buyer is correct. If the cover was already worn what looked to you like a sort of OK condition might seem very poor to the buyer.

It was stated in the auction that the cover was worn, but the buyer is complaining it is broken.

Princess_Jane

OK, buyer has replied to my message and now seems to be saying the bottom of the phone is broken, not the cover.

I've asked her to send it back for a refund but I know nothing was broken when I sent it out - worn as described - but not broken.

I have asked her to send pix of the phone before posting so I can verify what is broken and hope nothing happens on the return journey.

And I need to do some swotting up on what can and can't be claimed for through the RM - am I right in thinking only SD cover you for damage?

pfc4life1

RM are a bunch of *&(*(*& they won't pay out a penny, they will say that you didn't package it enough.

(from previous experiences)

martindow

pfc4life1 wrote: »

RM are a bunch of *&(*(*& they won't pay out a penny, they will say that you didn't package it enough.

(from previous experiences)

If it is broken RM are probably right. Unless the packaging has been crushed flat broken items do show that packaging was inadequate