Buyer opened dispute on faulty item.

Mandles

Buyer is out of order disputing as faulty item is faulty! Rediculous. If you agree to refund on return of the item it may put him off as he will have to pay postage back and unsure but dont think you have to refund your original postage costs either so that may put him off and then you have done all you can to keep him happy .

omas

Message I'be got from ebay:


What you should know:

• PayPal has placed a hold on this transaction.
• If you issue a full refund to the buyer by 17 Dec, 2011, you will automatically receive your final value fee back. Basically I will be have to make a full refund and will be have to pay ebay fees as there is no way buyer will return item before that date.
• If you don't work things out, the buyer can escalate this case to eBay Customer Support for a final decision.

Details the buyer provided:
Problem: The item is not as described Item has been sold as faulty and is faulty.
The buyer has tried contacting you He did and we exchanged a few messages.
The buyer paid on 25 Nov, 2011 Yes, 6 days after winning auction. Only because I informed him about opening dispute if payment not received within 24h. Before that he wasn't replying to any e-mails/messages.
The buyer contacted you through email. Yes, to inform me radio is broken/doesn't work and he want a refund.
The item has missing parts or pieces Item haven't had any missing parts or pieces, he's got everything he should as on photos/description.
You have not responded to the buyer I responded to him. I sent him 3 messages.
You aren't working with the buyer to solve the problem I don't know what to answer for this, I replied for any single message and tried to explain everything. The only point I didn't agreed is refund.


Additional information:
'Argued that they described item correct on listing' Before he stated "You have not responded to the buyer"

The buyer wants:
The buyer prefers to return the item in exchange for a full refund.


My ebay description of radio was:
"Hi, I've got for sale Blaupunkt Fiat Punto RNS3 Radio CD with build in SatNav (with radio code). Radio has been pulled out from Punto mk2 02 plate. Should fit any Fiat Punto mk2, mk2b 99-05. I don't know anything else about this radio. I can't check if it's working or not. Selling as faulty, no return."

theonlywayisup

No you are misreading.

As the buyer has not escalated the case, you can refund before that date for an amicable solution and fees being reimbursed.

However, if you or the buyer escalate the case and goes against you, then you will NOT get your fees back from paypal.

Either way, you should not refund before the item is returned. So to go for the amicable solution you need to hit the 'i agree to refund' or whatever the wording is. Then the buyer has to send it back tracked.

richto

Hi, you should fight this.

Reading the above it clearly states that it was sold as faulty. I think you will win. Make sure when it goes to a dispute that you quote that text.

If the buyer had raised a Paypal and not an eBay dispute then I could also have told you a loophole that makes it impossible for the buyer to return the item without spending a fortune. If they cant return it via a tracked method, they automatically loose...

Mandles

I have opened dispute with a dodgy seller before and the only way i could get refund through paypal was by returning item as it said something like " buyer has agreed to refund but please put tracking number here of the faulty item that you are returning" so i would look into it a bit more as there must be an option for you to do the same??

richto

forgotmyname wrote: »

Dont put no returns, Seems to be attracting troublesome buyers lately.


Buyers can return items by filing a dispute against you, Get too many and you wont be able to sell.

Only if they win! Whilst Paypal definately lean on the side of buyers, they do reject unreasonable SNAD cases.

You dont have to accept returns if you are not a business seller, and you dont have to accept returns from auctions even as a business seller - only from BIN listings.

(unless Items are not as described).

Also worth remembering that disputes with and poor ratings from foreign buyers dont count towards your seller status. Only those with UK buyers.

omas

Paypal already take £33 from my account and transaction is on hold.

richto

Obviously_the_best wrote: »

I don't know about this one, I think a polite yet firm telephone call to eBay might be worth a try, as it said quite clearly in the listing it was faulty

No that's a waste of time. You have to present your case in the resolution centre. That's what it is for.

Be as brief, factual and non emotional as possible.

You should assume you are dealing with a bored, low paid and non-accountable muppet, who really doesnt care about anything other than the facts. The easier you make it to see the merits of your case in as brief a statement as possible the more likely you are to win.

e.g. "The listing clearly states both in the description and in the item condition field that the item is being sold as faulty. Therefore the item is as described."

Dont waste time giving them a history of communications with the buyer, feedback issues, etc. unless it directly supports your case. The only relevant question is 'is the item significantly not as described?'

richto

omas wrote: »

Paypal already take £33 from my account and transaction is on hold.

Yes, that's normal. If you win you will get it back.

If you can send a message to the buyer via the resolution centre, I would do so quoting something like my text above stating your position. Dont say anything else other than that you dispute that the item is not as described and why.

You might be lucky and the buyer will say something that undermines their case like 'I didnt see that'

This also indicates to eBay that you are at least communicating with the buyer.

omas

In one of replies he wrote:
None of the faults were listed in the auction, no mention of dead pixels or screen damage on listing either, you stated its sold as spares because you cant test it, well you could have mentioned the obvious faults! no excuse, very poor listing, alittle dishonest too. i have no option but to leave negative feedback to warm others you are economical with the truth when listing items. mark on screen voukd have been dust! without listing fault who is to know?
I sold as faulty, not as spares. Damage to screen is seen on the photo.
http://img442.imageshack.us/img442/9342/img6064a.jpg