We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
Help with returned item "not as descibed"
Begize
Posts: 329 Forumite
Sorry, this is a bit of an essay....
I recently sold an item (some computer speakers) which, as far as I was concerned, were used but fully working. They had been in use on my PC for years and I even tested them before sending out just to make sure.
The buyer sent me an email as soon as he received them saying "these speakers are shot, they give out constant high static" - just that one line, nothing else.
I sent an apologetic email back about an hour after his explaining I had tested them before sending and they were fine and asking for some more information on what the problem was. I also suggested a few things he could try (testing on another PC etc) so see where the problem lay and asked him to come back to me and let me know what happened. I was very polite.
The next day I get an eBay message to say he has opened a not as described dispute in which he claimed again "these speakers are shot" and saying I had not replied to his email, which even if I hadn't, was a bit harsh less than 24 hours after he sent it. He also said he wanted to return the item for a full refund.
I replied to the dispute saying I had answered his email asking for more info (I quoted the eBay email ID's) which he had not given but seeing as he seemed reluctant to discuss the matter further, he could return them, I would test and assuming there was a fault, I would issue a full refund includng his return postage.
He replied saying he had only got the email from me after he opened the dispute (!) and giving a bit more infomation, but basically still saying they were knackered. I asked him to return as above for a refund if I found they were faulty. He's now sent the speakers back and, having tested them for a few hours, they show no signs of a fault at all but I want to test them a bit more just to be sure.
In the meantime, I went into the case, intending to refund his purchase price for the speakers only (not my postage costs to him, and certainly not his return postage), but all I can do is click "issue refund" and issue a full refund. I called eBay CS on the phone and spoke to a helpful lady who basically said I have no option but to do a full refund, although I don't have to pay his return postage.
The CS lady said I have to refund his original postage under the distance selling regs, but I'm sure you don't unless the item is faulty or NAD. She also suggested trying to discuss it with the guy on the phone (!) but I don't want to do that as there's no log and it becomes a "he said, she said" argument. I want to continue the dialog with the buyer through the dispute so everything is logged, but I don't have the option.
As it is now, I've sent him an email through eBay saying I have received the speakers and are testing them but, as I am away for the weekend (true actually), I won't be able do anything till Monday. I'm fully prepared to refund his intial purchase price only as I don't see why I should be out of pocket for the postage element (£10 incidentally) when it sounds like the fault is at his end somewhere.
Assuming that the speakers don't develop a fault, what options do I have now? I thought if I do nothing after 3 days, he automatically gets the dispute settled in his favour (he returned using tracked postage and logged the tracking details in the case).
The CS lady suggested doing nothing and waiting for him to escalate to dispute resolution, but I'd rather settle this amicably and, if I can, avoid a neg. Thing is, I can't see him accepting there is no fault as it's my word against his and we all know who eBay will favour in that case.
Any ideas?
It's only £10, but it's the principle, especially when I have gone out of my way to be helpful and all I get back from the buyer is one sentence replies.
I recently sold an item (some computer speakers) which, as far as I was concerned, were used but fully working. They had been in use on my PC for years and I even tested them before sending out just to make sure.
The buyer sent me an email as soon as he received them saying "these speakers are shot, they give out constant high static" - just that one line, nothing else.
I sent an apologetic email back about an hour after his explaining I had tested them before sending and they were fine and asking for some more information on what the problem was. I also suggested a few things he could try (testing on another PC etc) so see where the problem lay and asked him to come back to me and let me know what happened. I was very polite.
The next day I get an eBay message to say he has opened a not as described dispute in which he claimed again "these speakers are shot" and saying I had not replied to his email, which even if I hadn't, was a bit harsh less than 24 hours after he sent it. He also said he wanted to return the item for a full refund.
I replied to the dispute saying I had answered his email asking for more info (I quoted the eBay email ID's) which he had not given but seeing as he seemed reluctant to discuss the matter further, he could return them, I would test and assuming there was a fault, I would issue a full refund includng his return postage.
He replied saying he had only got the email from me after he opened the dispute (!) and giving a bit more infomation, but basically still saying they were knackered. I asked him to return as above for a refund if I found they were faulty. He's now sent the speakers back and, having tested them for a few hours, they show no signs of a fault at all but I want to test them a bit more just to be sure.
In the meantime, I went into the case, intending to refund his purchase price for the speakers only (not my postage costs to him, and certainly not his return postage), but all I can do is click "issue refund" and issue a full refund. I called eBay CS on the phone and spoke to a helpful lady who basically said I have no option but to do a full refund, although I don't have to pay his return postage.
The CS lady said I have to refund his original postage under the distance selling regs, but I'm sure you don't unless the item is faulty or NAD. She also suggested trying to discuss it with the guy on the phone (!) but I don't want to do that as there's no log and it becomes a "he said, she said" argument. I want to continue the dialog with the buyer through the dispute so everything is logged, but I don't have the option.
As it is now, I've sent him an email through eBay saying I have received the speakers and are testing them but, as I am away for the weekend (true actually), I won't be able do anything till Monday. I'm fully prepared to refund his intial purchase price only as I don't see why I should be out of pocket for the postage element (£10 incidentally) when it sounds like the fault is at his end somewhere.
Assuming that the speakers don't develop a fault, what options do I have now? I thought if I do nothing after 3 days, he automatically gets the dispute settled in his favour (he returned using tracked postage and logged the tracking details in the case).
The CS lady suggested doing nothing and waiting for him to escalate to dispute resolution, but I'd rather settle this amicably and, if I can, avoid a neg. Thing is, I can't see him accepting there is no fault as it's my word against his and we all know who eBay will favour in that case.
Any ideas?
It's only £10, but it's the principle, especially when I have gone out of my way to be helpful and all I get back from the buyer is one sentence replies.
0
Comments
-
The CS lady said I have to refund his original postage under the distance selling regs, but I'm sure you don't unless the item is faulty or NAD. She also suggested trying to discuss it with the guy on the phone (!) but I don't want to do that as there's no log and it becomes a "he said, she said" argument. I want to continue the dialog with the buyer through the dispute so everything is logged, but I don't have the option.
As it is now, I've sent him an email through eBay saying I have received the speakers and are testing them but, as I am away for the weekend (true actually), I won't be able do anything till Monday. I'm fully prepared to refund his intial purchase price only as I don't see why I should be out of pocket for the postage element (£10 incidentally) when it sounds like the fault is at his end somewhere..
You have to refund his full original payment which includes his original postage. Which he paid anyway. I suggest you google the DSRs and brush up on them. You wont be out of pocket as he paid the original postage all you would be doing is making a profit on the return which you are not allowed to do under the DSRs
The DSRS are inconsequential as he opened a NAD dispute anyway. He will win and will be refunded hos full original payment anyway. By stalling you are almost guaranteeing a neg. I woulf give him his full refund now and apologise0 -
you are snookered. Do the refund and block him in future. He has an electrical item near his comp producing interference.0
-
You have to refund his full original payment which includes his original postage. Which he paid anyway. I suggest you google the DSRs and brush up on them. You wont be out of pocket as he paid the original postage all you would be doing is making a profit on the return which you are not allowed to do under the DSRs
Thanks for the reply, but unless I'm missing something here, I will be out of pocket.
He gave me £10 postage which I paid the RM to deliver the item. I now have to give him £10 back, hence me being £10 down on the deal.0 -
You could reply saying that you've had a technical person look at the speakers, and they're absolutely fine, so the high stating was no doubt due to one of their own electrical items or a mobile phone nearby. (my phone used to do that to my computer speakers!).
Ultimately, you will end up out of pocket as you said it was OK for him to send them back.Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
You could reply saying that you've had a technical person look at the speakers, and they're absolutely fine, so the high stating was no doubt due to one of their own electrical items or a mobile phone nearby. (my phone used to do that to my computer speakers!).
Ultimately, you will end up out of pocket as you said it was OK for him to send them back.
Thanks for the reply.
I am a technical person, over 20 years in various forms of IT hardware and software support and consultancy. That's what's annoying me, I know these are good speakers and he's obviously got a fault somewhere else but he's just ignored the advice I sent him to try and get to the bottom of the fault.
I just need to bite the bullet and lose a tenner here don't I....? :mad:0 -
Thanks for the reply.
I am a technical person, over 20 years in various forms of IT hardware and software support and consultancy. That's what's annoying me, I know these are good speakers and he's obviously got a fault somewhere else but he's just ignored the advice I sent him to try and get to the bottom of the fault.
I just need to bite the bullet and lose a tenner here don't I....? :mad:
Yes you need to refund original cost and original postage. Its totally unfair but there's nothing you can do.0 -
Yes you need to refund original cost and original postage. Its totally unfair but there's nothing you can do.
I know.... never mind!
To add insult to injury, one of the girls in the office has just come in to ask where the music is coming from (I've had the speakers on all day in our office play music quietly to test them). As she just put it, "there's nowt wrong with them, they sound really good, I thought it was coming from Old Trafford" (our offices overlook Man United's ground).
Maybe I could sell them to her
0 -
I know.... never mind!
Maybe I could sell them to her
That's what I like- enterprise
well done to that business man....
:rotfl:I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.0 -
Hope you were playing Blue Moon.0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 352.3K Banking & Borrowing
- 253.6K Reduce Debt & Boost Income
- 454.3K Spending & Discounts
- 245.3K Work, Benefits & Business
- 601.1K Mortgages, Homes & Bills
- 177.6K Life & Family
- 259.2K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards