Buyer unhappy have contacted ebay customer support

asset2004

I sold a BNWOT item around 6 weeks ago, didn't receive feedback or did I receive a message to say the item hadn't arrived. It was paid by cheque.

Last week I received a message through ebay from the buyer who complained the itme was thinner than the listing described (not true) and had taken it to their local shop to get their opinion. The shop had agreed with the buyer (but if they had bought the same item from the local shop it would have cost 3 x the price).
I refused to refund as the item is as described. I'm a private seller simply clearing out items not a business.
The buyer then opened a NAD dispute and I have now received an email from ebay saying:
The buyer has asked eBay Customer support to handle this case.Please wait for Customer Support to make a final decision on this case. We'll get back to you within 48 hours.

So what will happen? The buyer may have used the item and now it is not worth the same value.
I'm not bothered about a negative (have over 800+ves) but will the item need to be returned to me and do I have to accept it?

TIA

peter_the_piper

What on earth can ebay do, its paid by cheque. The buyer can't even stop the cheque now. answer any ebay questions honestly and that should be the end of it.

cyberbob

peter_the_piper wrote: »

What on earth can ebay do, its paid by cheque. The buyer can't even stop the cheque now. answer any ebay questions honestly and that should be the end of it.

With the new resolution system ebay have been known to refund non paypal payments and the charge the seller (there has been reports on the community boards). So if they get told to return for a full refund (which is possible) you may have to refund anyway or if you refuse put your ebay accounts in trouble

asset2004

peter_the_piper wrote: »

What on earth can ebay do, its paid by cheque. The buyer can't even stop the cheque now. answer any ebay questions honestly and that should be the end of it.

:rolleyes: The buyer waited 6 weeks after it was received before contacting me to complain.

What's to stop the buyer using the item I sold and damaging it and then complaining 6 weeks on. Its very unfair.

kiddy_guy

Absolutely agreed - but Ebay is pants in this respect. It's now a buyers market, and sellers are shafted.

Auntie-Dolly

Ebay sometimes fund the refund themselves in 'no fault' cases. Fingers crossed!

peter_the_piper

cyberbob wrote: »

With the new resolution system ebay have been known to refund non paypal payments and the charge the seller (there has been reports on the community boards). So if they get told to return for a full refund (which is possible) you may have to refund anyway or if you refuse put your ebay accounts in trouble

Ebay seem now to have plumbed new depths.

david64bailey

Wait for ebays decision. If you disagree with it ask ebay what evidence the buyer provided to verify their claim. Dont just accept their possible excuse that as arbitrator they have final say. My advice for the future is to take photagraphic and/or video evidence before posting.

cyberbob

peter_the_piper wrote: »

Ebay seem now to have plumbed new depths.

Surely thats better as at least with non paypal transactions the buyer has some protection

david64bailey wrote:

My advice for the future is to take photagraphic and/or video evidence before posting

As you discoverd ebay do not except video evidence so i'm confused why you keep advising this. Also normally the only photos they will look at are ones in the listing as other ones could have been taken anywhen of anything. In your case all paypal did was revue the same evidence (not your video evidence) and ruled in your favour. You won because of your listing nothing else

Whats the point in advising people to take videos when paypal dont except them

The best defence against any SNAD is to have good and accurate listing in the first place

peter_the_piper

cyberbob wrote: »

Surely that's better as at least with non paypal transactions the buyer has some protection

Granted but allowing this after 6wks is taking the proverbial though.

asset2004

I've now received an update from ebay

We're writing to let you know that we've reached a decision on the case opened by XXX.

Having reviewed the details, we've asked the buyer to return the item to you in exchange of a full refund.

We've instructed the buyer to post the item to you by a traceable delivery service. Once you receive the item, we will then refund the buyer.

If your buyer fails to provide us with a valid tracking number within the next ten days, the case will be closed automatically.

Regards,

eBay Customer Support

I've not been asked to provide any information which is unfair.
It says a full refund, I presume this will be less the listing fee and selling fee as I can't imagine the buyer agreeing to a mutual. Do I have to refund the postage too?
And as this was paid by cheque not paypal how can ebay make me refund the buyer?
I've still to receive the item back but if it is in a different condition to when I sold it do I have any right to refuse?
TIA