Buyer wants to return item

DavidF

Hi there I am looking for some advice - I sold an item on ebay the other day. It is 6kg in weight and cost me £10+ to send. I personally checked the item before dispatch. All the parts were in the box.....Buyer has stated they are unable to put it together and are claiming that there is "~Bits" missing. I am 99% sure that it is more a case of can't follow the instructions to build it rather than any missing parts.
Anyway I have already stated to her via ebay mail that if she is in any way not happy with the item she can return it to me for a full refund. The buyer has now replied saying they want me to pay for return shipping - (I have since found a 3day+ service which costs £5.99+VAT). But I think the buyer should pay the return fee's unless I can see the item is faulty.....which I know it isn't. I see on there ebay account that they have already bought an alternative item to what they bought from me .....so I think the buyer falls into 1 of 2 categories - 1. Change of mind or 2. Cant put item together due to not being able to follow instructions.
My question is who is liable ?

hermum

If they open a dispute in either ebay or paypal they will be told to return the item for a refund. They will be expected to pay the cost of the return. You will have to refund the full initial price including p&p they paid you.
Are you a business seller or private?

DavidF

I am a private seller. Thanks for the info.

freddysmith

As you are only 99% sure and she is 100% sure I think you should refund her in full plus return costs.

DON79

hermum wrote: »

If they open a dispute in either ebay or paypal they will be told to return the item for a refund. They will be expected to pay the cost of the return. You will have to refund the full initial price including p&p they paid you.
Are you a business seller or private?

agree with this totally.

johnnyboyrebel

When it comes to returns, I would always cover the costs for customer satisfaction if nothing else. If they are returning as they no longer want it and clearly state so then I wouldn't but in this case they could be lying or they couldn't so I would just cover the costs.

DavidF

freddysmith wrote: »

As you are only 99% sure and she is 100% sure I think you should refund her in full plus return costs.

I would have if I hadn't checked the item prior to dispatch- My latest email from the buyer has basically confirmed my suspicion that they basically cannot follow the build instructions (Which are included)
here is an excerpt from the last message -

hi dear, i didn't say that parts are missing, but somthing is wrong, i can't explaine over e-mail. any way i am very disapotmant! please, send me your address please! thanks

This is clearly in the "Not my fault" slot. So I am more than happy for buyer to return at their own cost. I will then re-sell the item. I suppose it will be my 1st negative feedback but as I am not an ebay business....and I dont use it too often then I will swallow the neg - 149 +ve and 1 neg on its way....not too bothered. Was just after the advice of others on here. Thanks to all who replied.

freddysmith

So now "bits" are not missing, just possibly built incorrectly. Sounds like she is just disapponted in her purchase.
What was the auction price of the item?
Might help to decide which direction to follow.

DavidF

It was £10 + £10 p+p....(I used a next day service on parcel2go) - I am happy for them to return the item. I have even told them to use the "slow" 3Day+ service on Parcel2Go (If they want) to save on postage costs. The item was worth easily double the final sale price. I will sell it again without issue - Just don't fancy being out of pocket by £15+ instead of the £10 that I will be down already.

On a good day the item would poss fetch £30 ish so all is not lost on my part. I just don't like the feeling of being messed around because someone has bid on a very clearly described item and then when it is in their possession they decide they don't want it.....I dont care if the buyer carries it the 500 miles from their house to mines lol....as long as I get it back they will get the cash they paid for it back.

freddysmith

In this case (only £10) I would be adamant that the item was complete and as stated in the auction listing. Then if you are not worried about feedback ask them to return using the Ebay procedure which will be at their cost as stated and hope for the best.
Alternatively try a compromise by splitting the return cost and send them a request to cancel transaction.