buyer claiming for refund via eBay but won't return item...

chompie

Hi, basically i sold someone a dect phone, that was fully working when sent and tested.
Now they say they couldn't get something working.
I have tried to offer advice ranging from the simple (all plugs inserted) to the complex.

Now the buyer is saying they have wasted enough time, and want a refund. I said ok, if you return the item i will refund you and if the item displays the error you stated i will refund you postal costs for returning the item.

But now she has replied she doesn't want to waste any more money on this on the "off chance" that i refund her and will let ebay/paypal refund her.

Is this how it works now?

I thought the buyer was under some obligation to return the item?

anotheruser

Reply to the resolution case stating you will be happy to refund if they return the item.
Also call eBay.
But this is the problem with eBay and why I discourage people from using it unless desperate.
Maybe I might pull that scam myself with some expensive items

melliott1963

Just tell the buyer to open a case. Ebay will then insist they send the item back and won't refund until proof of delivery (or attempted delivery) has been entered into the case. On no account refund them yourself.

A bit of a cheek of the buyer expecting to have a refund AND the item, which you've only got their word for it that it's not working.

chompie

The thing is, they had already opened a case 3 working days after the item was sold as they had not received it.

So i have been answering/emailing through that case, so it is apparent the item has arrived but i only have proof of post, not trackable post. But surely eBay can see from the back and forth that the item arrived.

How does the case being open for item not received alter the case? As they have neither closed that claim or opened a new one (to say item not working)

theonlywayisup

chompie wrote: »

The thing is, they had already opened a case 3 working days after the item was sold as they had not received it.

So i have been answering/emailing through that case, so it is apparent the item has arrived but i only have proof of post, not trackable post. But surely eBay can see from the back and forth that the item arrived.

How does the case being open for item not received alter the case? As they have neither closed that claim or opened a new one (to say item not working)

You need to ring Ebay.

Ask them to review the comments and get them to close the case.

If they don't and it's escalated you will lose.

A buyer can open INR and then open a SNAD, but if the INR is still open, you need to act.

arbroath_lass

chompie wrote: »

Now the buyer is saying they have wasted enough time, and want a refund. I said ok, if you return the item i will refund you and if the item displays the error you stated i will refund you postal costs for returning the item.

But now she has replied she doesn't want to waste any more money on this on the "off chance" that i refund her and will let ebay/paypal refund her.

Is this how it works now?

I thought the buyer was under some obligation to return the item?

Your answer would annoy me too. As you are saying they are lying (if the item displays the error you stated) who's to say you won't lie when you get it back. It's your word against theirs.

If they open a dispute they will be told to return the phone but they also have some assurance their money will be refunded.

Stoke

They have to return the item, if they want their refund. Simple really.

Stoke

arbroath_lass wrote: »

Your answer would annoy me too. As you are saying they are lying (if the item displays the error you stated) who's to say you won't lie when you get it back. It's your word against theirs.

If they open a dispute they will be told to return the phone but they also have some assurance their money will be refunded.

How does he know they're not? The item was working when it left his house and displayed no errors? Why should he be penalized for their incompetence.

I'm always skeptical.

chompie

arbroath_lass wrote: »

Your answer would annoy me too. As you are saying they are lying (if the item displays the error you stated) who's to say you won't lie when you get it back. It's your word against theirs.

If they open a dispute they will be told to return the phone but they also have some assurance their money will be refunded.

I have already told them i would refund for the phone irrespective of any fault. Just that i will not refund postage costs if the fault is not there.

chompie

theonlywayisup wrote: »

You need to ring Ebay.

Ask them to review the comments and get them to close the case.

If they don't and it's escalated you will lose.

A buyer can open INR and then open a SNAD, but if the INR is still open, you need to act.

Anyway i can get them to review the comments without ringing them? As i am much better in writing than over the phone where i tend to let emotions get the better of me.

Stoke

chompie wrote: »

I have already told them i would refund for the phone irrespective of any fault. Just that i will not refund postage costs if the fault is not there.

Quite reasonable in my opinion.