Buyer saying part is missing

omzig

sold a bit of (used) specialist infant nursing equipment on eBay. Buyer is saying a part is missing. I photographed all the parts before packaging them, and all the parts were there. It's a very small part, so easily missed if she wasn't expecting it.

Just wondering what to do now as potentially she can make a claim. Should I ask her to return the item or contact the manufacturer to see how much the part is and refund accordingly?

ballisticbrian

Well, start by telling her where it is in the packaging. I had this same problem this evening. I pack one item like a Russian Doll, inside itself, and get queries, "where are the other items" but becuase of last weekends eBay changes, these now come through as cases stating, I want to return the itembecause parts are missing. DOH

omzig

I've messaged her to say where it would've been but she's saying it wasn't there. The annoying thing is when I first bought the equipment myself and opened it, that exact same part fell out and was hiding under my sofa when I eventually found it! Should've taped it to the box.

omzig

I phoned the manufacturer this morning and they are sending her the part directly free of charge. Have let the buyer know the situation but no reply!

omzig

This starting to give me a headache now! Part arrived today to the buyer but she's saying that the envelope and plastic bag it was in has been ripped and the part is missing!

Can't work out if she just has really bad luck or if she's pulling a fast one?!

Not sure what to do? Should I tell her just to return it and give her a refund? Or hold fire and see if she requests one?

theonlywayisup

Well the replacement part could be missing.

Why don't you get her to return the whole thing, refund her and then resell it having bought/acquired another part from the manufacturer yourself.

campdave

Give her the manufacturers details and let her sort it out herself.

lovinituk

Sounds like she might not want it any more and is trying to come up with an excuse to have it sent back.

omzig

Theonlywasisup - one missing bit, yes but a second bit to get ripped out the plastic and envelope?

Campdave - if I let her do that, will she have any rights still to claim a refund through eBay?

Loveinituk - that's what I think but why can't she, like most of us when we have a bad eBay purchase, just sell it on?

lovinituk

omzig wrote: »

Loveinituk - that's what I think but why can't she, like most of us when we have a bad eBay purchase, just sell it on?

Its far easier to return it to you than it is to re-sell it on ebay!

If I was you, I would get another part from the manufacturer and send it to her in as near bullet-proof packaging as you can. Then see if it 'goes missing' again.

theonlywayisup

She has 45 days to open a dispute. Are you saying she made a 'bad purchase' from you?