Item I sold is claimed faulty

malkyh

Hi all,

Sorry if this has been posted a million times. Looking for some hand holding as it is the first time I have had a buyer issue.

I recently sold an item and it sold for £23, plus £10 postage. I sent the item via courier.

The buyer received it and left me positive feedback. However I received a message last night stating that the CD player is making noise and electing CD's. It's a blow as the damn thing had been in my car for years with no issues at all and was working perfectly when removed a couple of weeks ago.

All the email states at this stage is that it is having issues, the buyer hasn't actually asked for anything yet.

I responded offering a refund upon return as per ebay rules.

What exactly do I do in this case? Does the buyer need to open a case in eBay, or do I just refund when the item is returned through paypal with no ebay involvement?

If I refund through paypal, and the buyer then opened a dispute in ebay afterwards, would I risk having to refund twice?

Irn-Bru-Kid

malkyh wrote: »

Hi all,

Sorry if this has been posted a million times. Looking for some hand holding as it is the first time I have had a buyer issue.

I recently sold an item and it sold for £23, plus £10 postage. I sent the item via courier.

The buyer received it and left me positive feedback. However I received a message last night stating that the CD player is making noise and electing CD's. It's a blow as the damn thing had been in my car for years with no issues at all and was working perfectly when removed a couple of weeks ago.

All the email states at this stage is that it is having issues, the buyer hasn't actually asked for anything yet.

I responded offering a refund upon return as per ebay rules.

What exactly do I do in this case? Does the buyer need to open a case in eBay, or do I just refund when the item is returned through paypal with no ebay involvement?

If I refund through paypal, and the buyer then opened a dispute in ebay afterwards, would I risk having to refund twice?

The same buyer that you emailed to check that everything was OK?

You don't really need to do anything at the moment. Wait for the buyer to return and then refund. No case needs to be opened.

If you refund in full, the buyer cannot open a case, so you will not be forced to refund twice.

Another small point. IMO (again!) you should never offer a full refund if they haven't asked for one. You should respond by apologising and asking them how they wish to proceed.

malkyh

Thanks,

Yes, the very one I emailed to ask if everything was ok and he replied yes lol. I must have jinxed it.

I'll await further contact from my buyer as how he wishes to move forward.

hiccup123

if you refund the full payment via the paypal page on the transaction page then you will not be made to refund again. payment will show as being refunded on your paypal and in your list of sold items on ebay.

Wait for buyers response and take it from there. they will need to send the item back at their cost and send it tracking. If it cost you £10 to send it then they may not want to send it back. you both may agree on a partial refund.

soolin

malkyh wrote: »

Thanks,

Yes, the very one I emailed to ask if everything was ok and he replied yes lol. I must have jinxed it.

I'll await further contact from my buyer as how he wishes to move forward.

More likely that the unit wasn't quite right but buyer was content, but your message (which is unusual from a seller) prompted him to think you felt guilty about something and now he believes what he thought was just a minor issue is hiding something much deeper.

As soon as a seller asks me if everything is all right with an item I think 'Why, what is wrong with it that you hope I haven't found yet?'

You've done the right thing though, offering a full refund on return

malkyh

I never thought about that scenario. I was just asking out of politeness to ensure they were happy. Lesson learned, I won't be asking them again.

I don't doubt the buyer as his feedback is fine, looks like an unfortunate issue with an electrical item.

Just need to see what he wants to do now.