Buyer open a case against me, please help

Overloading

Hello,

can someone please provide me with some advice? It has been over 1 week now, the buyer left me a positive feedback, but now he claim he item is not functioning as described and want a refund? The buyer opened a case against me ... I have around 70 feedbacks with 0 negative and no case open against me before ... So I don't know what to do, So please advise! Many thanks in advance.:beer:

To be more succint: Buyer left positive feedback -> ask for refund and open a case against me for item not as described. To be 100% clear, the item is working and tested before sending it out.

soolin

Is it possible for item to have failed?

Overloading

soolin wrote: »

Is it possible for item to have failed?

I doubt, if it failed he wouldn't have left feedback after a few day... It was working fine on the day I packed it... Do I stand a chance against him/her ? They are taking money from my bank account now as payment is described a hold.

soolin

Unfortunately if it is an item that could potentially fail then paypal will almost certainly find for the buyer. They will be expected to return it and once you get it back you will have to refund

Crowqueen

To be honest, it is possible that it arrived in good working order but became faulty - a lot of things could have happened such as something becoming loose in transit (always a risk with delicate items even if they are packed securely), and the buyer may not have tested it before leaving feedback; that certainly happened to me a couple of times (once really in my favour although I still honoured the buyer's claim before it got to a dispute). It may simply have been about to break down - and then you would not have been able to sell it in the first place.

You could try and fight it on the grounds it was probably working fine when it arrived, I suppose, but sometimes it's less injurious to your feedback just to accept a return and write it off. Business sellers have to supply goods fit for purpose, but private sellers only have to, legally speaking, supply goods "as described", with no issue about condition later on. However, eBay/Paypal effectively give a 45 day guarantee on this, so people will advise you to honour that.

the_lunatic_is_in_my_head

If it's a Paypal dispute they will ask the buyer to return via trackable means for a full refund of the original payment.

If it's an eBay dispute, as above, or you may be lucky and eBay grant a no fault refund (eBay pays instead of you and the goods aren't returned).

If the item comes back and it's fine best thing to do is resell, if the buyer has damaged the item you can appeal the decision.

If the item has genuinely failed through general use then a refund is fair.

Overloading

From the replies on here, people are suggesting that I refund the money. But if I refund the money and get back a faulty good which in the first place is not faulty at all, I am the only one out of pocket isn't it? How can I be sure that, the buyer did not damage the good and claim a refund?

Crowqueen

Overloading wrote: »

From the replies on here, people are suggesting that I refund the money. But if I refund the money and get back a faulty good which in the first place is not faulty at all, I am the only one out of pocket isn't it? How can I be sure that, the buyer did not damage the good and claim a refund?

Because it's your responsibility to the buyer. The buyer cannot legally (in many cases) be left with something they paid for that didn't work. If as a private seller you kept it for another week, and it went faulty, then you wouldn't have sold it, so you would have lost the item anyway. If you are a business seller you can always send it back to your supplier as a reject item and get a refund on it.

Likewise if it was damaged in the post, then you can claim from RM as long as it was packed reasonably well.

Put yourself in their shoes. If you bought something that stopped working after a week, wouldn't you feel a bit ripped off and want your money back?

KiKi

Overloading wrote: »

From the replies on here, people are suggesting that I refund the money. But if I refund the money and get back a faulty good which in the first place is not faulty at all, I am the only one out of pocket isn't it? How can I be sure that, the buyer did not damage the good and claim a refund?

Not suggesting, telling you that's what will happen. Ebay rules.

You can't be sure he didn't damage the goods, but that's the risk of selling on Ebay, I'm afraid. Sorry.

KiKi

Overloading

Crowqueen wrote: »

Because it's your responsibility to the buyer. The buyer cannot legally (in many cases) be left with something they paid for that didn't work. If as a private seller you kept it for another week, and it went faulty, then you wouldn't have sold it, so you would have lost the item anyway. If you are a business seller you can always send it back to your supplier as a reject item and get a refund on it.

Likewise if it was damaged in the post, then you can claim from RM as long as it was packed reasonably well.

Put yourself in their shoes. If you bought something that stopped working after a week, wouldn't you feel a bit ripped off and want your money back?

I am not trying to ripped anyone off, the problem is he left feedback saying everything is fine. Then now you come running back to me telling me this and that... If this is acceptable, then good luck to all other seller. People will start buying stuff, finish using them, claim item is not working properly and ask for a refund.

Anyway thanks everyone for your input.

texranger

Overloading wrote: »

I am not trying to ripped anyone off, the problem is he left feedback saying everything is fine. Then now you come running back to me telling me this and that... If this is acceptable, then good luck to all other seller. People will start buying stuff, finish using them, claim item is not working properly and ask for a refund.

Anyway thanks everyone for your input.

so you are complaining a buyer left positive feedback and now wants a refund.
ask the buyer to return the item and then you will refund him.

everything can go faulty.

i recently purchased a brand new sound card from a well know store, quite happy with it but after 3 days sound went off, so i checked the soundcard and it had burnt out. store replaced this without problems.

the moral of the story is that even new items can become faulty, this is life