Buyer saying part is missing

omzig

Loveinituk - I'll give them a ring and get them to send it to me.

Theonlywayisup - I meant bad in the sense of a purchase we regret. If she's managed to get her baby feeding with a bottle it will of no use to her. The item was in excellent condition with all parts!

I've never had to have an item sent back to me but I assume that she has to pay postage costs to return and I only refund the item amount and not original postage?

theonlywayisup

As the item is a SNAD you are obliged to repay the FULL original payment. Whatever you may think, if a part is missing then a part is missing. Although it would seem to be buyer's remorse, you cannot prove either way.

Ebay and Paypal cannot force a seller to pay returns postage although as I have said on other posts, it is a good seller who will do this.

IMO you should give your customer the benefit of the doubt, considering you yourself lost this part.

lovinituk

theonlywayisup wrote: »

As the item is a SNAD you are obliged to repay the FULL original payment. Whatever you may think, if a part is missing then a part is missing. Although it would seem to be buyer's remorse, you cannot prove either way.

Ebay and Paypal cannot force a seller to pay returns postage although as I have said on other posts, it is a good seller who will do this.

IMO you should give your customer the benefit of the doubt, considering you yourself lost this part.

But to 'lose' it twice is damn unlucky! Personally I think the buyer is pulling a fast one and although I normally offer to pay return postage I'm not sure I would in this case (although I would be sending a 3rd 'missing' part first just to be sure!)

theonlywayisup

lovinituk wrote: »

But to 'lose' it twice is damn unlucky! Personally I think the buyer is pulling a fast one and although I normally offer to pay return postage I certainly wouldn't in this case (although I would be sending a 3rd 'missing' part first just to be sure!)

I agree, unlucky but not impossible.

So the seller says NO RETURN, the buyer opens a case and Ebay will probably side with the buyer and as them to return. The buyer is narked and leaves lows and a neg.

Or the seller says, yes you can return.

omzig

The part was actually sent to her as I photographed (and took video) of everything that went into the package.

I've given the manufacturer a quick call and they are sending me the part out. I'll give the option to the seller if she wants it or the refund.

Thanks for the advice guys.

theonlywayisup

omzig wrote: »

The part was actually sent to her as I photographed (and took video) of everything that went into the package.

That's quite extreme, to video yourself packing a parcel.

lovinituk

theonlywayisup wrote: »

I agree, unlucky but not impossible.

So the seller says NO RETURN, the buyer opens a case and Ebay will probably side with the buyer and as them to return. The buyer is narked and leaves lows and a neg.

Or the seller says, yes you can return.

Ah! I didn't say don't return, I said I probably wouldn't pay the return postage!

Of course I would have sent the 3rd missing part first and if that one also goes missing then its an obvious try-it-on. I'd be willing to risk a neg at that point.

omzig

theonlywayisup wrote: »

That's quite extreme, to video yourself packing a parcel.

personally I think it was quite prudent in this case considering there were so many parts!

theonlywayisup

omzig wrote: »

personally I think it was quite prudent in this case considering there were so many parts!

Why though, it won't stop a SNAD. And hasn't helped you with this situation.

lovinituk

Paypal and eBay would never take video evidence into account unfortunately.