help please re refund

AGU

Please help! I have sold an item on ebay, the box and product was in perfect condition. Sent the item first class, the buyer had sent me an email to say that the item I sold was faulty and the box was badly damaged. I told the buyer that it was in perfect nick when I sent it, it has been damaged in transit so not sure what I can do about that (not recorded) but send it back at their cost so I can take a look because the item worked before I sent it. Received an abusive email back “ how dare I suggest they are lying” etc. Suggested that they send the package back to me for a refund three times and three times the buyer has responded with a barrage of threatening and abusive emails.
The buyer has notified resolution centre who have not stepped in. Something tells me they are lying about the damage to receive a refund, although I have no proof but this person is not on the level. I now want to retract my offer of a refund and escalate to ebay and let them deal with it.

Does anybody have any experience of dealing with difficult characters? Are ebay fair minded when it comes to disputes? I will receive negative feedback regardless of what I do so I may as well go for broke, am I doing right thing?

Crowqueen

AGU wrote: »

Please help! I have sold an item on ebay, the box and product was in perfect condition. Sent the item first class, the buyer had sent me an email to say that the item I sold was faulty and the box was badly damaged. I told the buyer that it was in perfect nick when I sent it, it has been damaged in transit so not sure what I can do about that (not recorded) but send it back at their cost so I can take a look because the item worked before I sent it. Received an abusive email back “ how dare I suggest they are lying” etc. Suggested that they send the package back to me for a refund three times and three times the buyer has responded with a barrage of threatening and abusive emails.
The buyer has notified resolution centre who have not stepped in. Something tells me they are lying about the damage to receive a refund, although I have no proof but this person is not on the level. I now want to retract my offer of a refund and escalate to ebay and let them deal with it.

Does anybody have any experience of dealing with difficult characters? Are ebay fair minded when it comes to disputes? I will receive negative feedback regardless of what I do so I may as well go for broke, am I doing right thing?

You're still responsible for damage in transit. You have no way of telling what did or didn't happen until or unless you get the item back. From the buyer's behaviour they are being stupid to throw a tantrum over what eBay will ask them to do anyway, but be careful about accusing people of lying to their faces or, for that matter, on here. The buyer does have a right to an item in good order.

eBay are fair-minded enough, however, to make the buyer send the item back if they want a refund through the dispute system. However, most of the rights are on the buyer's side as they are the ones paying you for the item, so next time I would be a little bit more conciliatory if you don't have 100% proof that they are lying to you.

hermum

Ditzy wrote: »

Left a positive!!! I mean to let me know immediately instead of making me wait and to give instant refund - has to be tip top customer service!!! Plus I read their negs and seemed like they had a bad time from pre-menstrual, ignorant and incompetent buyers!!!! :wall:

They probably didn't get the price they were hoping for, if they refunded you immediately. You can't edit or end your listing with bids-less than I think 12 hours to end, but I think that you can still add to your listing.
It's amazing how many things get broken in the last few hours. It must be when they run around their living room doing a victory dance as their item has just sold for 99p clutching said item when they get butter fingers.
If you still have it on your watch list it will probably be relisted soon.

pinkshoes

You're allowed to start your own thread rather than drag something 2 years old up!!

If they open a dispute, they'll be asked to send it back at their own cost, then you'll have to refund them.

Did you get a proof of postage? If you did, then you can claim back up to £41 from the royal mail. It's not the buyer's fault if it got damaged in transit, and the contract is between you and RM, so only you can claim for the damage.

hermum

pinkshoes wrote: »

You're allowed to start your own thread rather than drag something 2 years old up!!

If they open a dispute, they'll be asked to send it back at their own cost, then you'll have to refund them.

Did you get a proof of postage? If you did, then you can claim back up to £41 from the royal mail. It's not the buyer's fault if it got damaged in transit, and the contract is between you and RM, so only you can claim for the damage.

Can't believe that I just responded to a 2 year old thread.
Well actually I can, it's there in front of me.

soolin

As I thought this question might be overlooked as it was tagged onto a 2 year old thread i have moved it so the OP can get some more responses.

Crowqueen

Perhaps you may also be able to delete the irrelevant posts as well.

Not an order, just a suggestion.

macfly

I'm reassured to hear that ebay are fair minded in that they expect the item to be returned for a refund. They have the wisdom of Soloman.
And if you sent the item out well packaged and in perfect nick then you have no need to be conciliatory. You didn't damage it either. Let the dispute run.