Buyer wants refund for Item not as described but doesn't want to open a case...why?

rebeccauk

Hi All
I sold a highly sought-after PC game last week, it was brand new but had been removed from cellophane and I listed it as such(unwanted gift that my Son had bought for him). Buyer has emailed me today to say the item is badly scratched, doesn't run and they want their money back, plus postage paying BUT they don't want to raise an item not as described case against me on ebay as it will count against me in my records (?) and so can we sort it out privately...he will send it back...and I will refund?! My question is...why would a buyer want to sort it out away from the ebay process??? Is this a better outcome for us both? What have they/ I to gain by doing this?
I am fully willing to refund - it is not worth the argument but I can't see why there is a problem with them raising an ebay case?!

Aside from this issue my Son has his doubts that the item was scratched but I have said we can prove nothing so really it's not worth thinking about. The item was mid-high value for a game, supposedly easily copyable and came complete with a necessary serial number so my Son's theory is that the item has been scratched since the sale...of course there is nothing we can do to prove this...I didn't photograph the disc and of course the buyer has a stronger word than my son on this one so we just have to accept what they are saying as genuine and accept that there may have been genuine faults with the disk - we hadn't installed it or tested so it may be wholly genuine!

Anyway, why is the buyer so struck on sorting it out away from the raising a case path? I'm not against doing so...on the contrary will sort this out whichever way seems to be the easiest. I think I can expect a negative either way to be honest as judging by the email he sent me and other feedback he has left for others he doesn't hold back so might just have to resign myself to that!

Help much much appreciated!
Thanks

soolin

I can think of 2 reasons.

A)The first is that they do not wish to open a case as they open a few and don't want to bring themselves to ebay's attention.
or B, it is a reverse threat- if you refund they 'won't' open a case , so rather than threaten they make it seem like they are being very reasonable. A case can count against you so is usually best avoided unless you have very very good reason to suspect buyer is playing the system.

rebeccauk

Thank you very much Soolin for this information. Well...I'm stuck for what to do now...I really don't want to be held to ransom for this if it's for either of the reasons you suspect but then again if it could count against me it's a worry :-)

Should I pay for their return postage? I think I read somewhere that I don't *have* to but it's probably goodwill to pay for it - is that correct?

soolin

rebeccauk wrote: »

Thank you very much Soolin for this information. Well...I'm stuck for what to do now...I really don't want to be held to ransom for this if it's for either of the reasons you suspect but then again if it could count against me it's a worry :-)

Should I pay for their return postage? I think I read somewhere that I don't *have* to but it's probably goodwill to pay for it - is that correct?

It's difficult, if you believe they might be a tad pushy, tell them you would prefer to have a case opened, but as soon as they do offer them a full refund in the dispute section. That should mean the case doesn't count against you as you immediately offered the refund.

Possibly....

porto_bello

Given Rebecca's description, I suspect Soolin's option A is probably on the money.

Have a look at the comments within the feedback the buyer is receiving and have a look at the feedback they are leaving for sellers - is there any sign of regular problems and lots of cases being raised?

rebeccauk

Thanks for the reply :-)
Yes there are quite a few negatives he has left for others, and replies from them and some that suggest cases may have been raised BUT he is a really prolific buyer - we're talking 10+ items per day so the majority of his feedback is positive due to sheer amounts

Edited to say more like 20+ items per day...and some days 50+ items - wow!

the_lunatic_is_in_my_head

My guess is either they have a history of it or can't open a case because eBay picked up on their history of it. If curious check their bidding history and if they buy lots of games contact the other sellers to ask if any issues. It is an odd thing to say.

pinkshoes

Is it possible they've just copied the game and noted down the serial code?

I'd check out their feedback, the reply saying you'll give them a full refund once it's been returned. Don't mention return postage! If they then return it, check out the condition.

rebeccauk

My son suspects they have copied the game and taken the serial number and then are returning the game for a refund - i.e. they now have a fairly pricey game for nothing but I just can't prove that so have to give them the benefit of the doubt :-(

QuackQuackOops

A case will not count against you providing you ask the buyer to return the item for a full refund.