Help with refunding a buyer

On-A-Rainbow

Hi just after a little advice.

I sold a phone on ebay with very clear pictures of the condition it was in. Auction finished I shipped to the buyer.
Now received an email claiming it is more damaged than explained in my listing.

Now I'm fully aware that ebay tends to favour the buyer than the seller so I am assuming offering a refund on return of the phone is the best option here.
Is it best the buyer opens a dispute then returns or just returns the phone, I refund and then we do a mutual cancellation?

pinkshoes

Does the buyer buy lots of phones? If yes, then I bet they suggest a partial refund!

I'd stick to your guns and offer a full refund once the phone has been returned.

You can then do a mutual to try and get fees back.

On-A-Rainbow

Thanks for your reply pinkshoes

Buyer has a less than 10 feedback score and non are phones but yes hankering after a partial refund

I shall request it is returned for a full refund
Pretty annoyed as I took time to clearly photograph it from all angles, oh well

soolin

If you ask them to open an official case and agree formally in that case to refund on safe return, your FVFs are automatically refunded once you ultimately refund.

I found that out recently, it was quite a good idea from eBay, I'm sure they didn't mean tO make the system so user friendly.

On-A-Rainbow

Thanks Soolin for that I wasn't sure if that was the case.

I knew that a mutual cancellation you would receive the fees but that lies in the buyer agreeing I believe.

poormanwalking2009

You are correct if the buyer refuses the cancellation you will be left with the fees, Soolins answer is the now correct way to refund, after the buyer has opened a dispute, which to the pain to some, as a case is automatically opened when you contact the seller by say -choosing item has not arrived option.