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

Kayalana99

chompie wrote: »

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.

Tell the buyer they need to change the case to a SNAD - when they say 'they will let eBay deal with it' maybe they don't mean they aren't going to return it just simply they cba with you so they will just do what the case says from now on?

I assume buyer hasn't escalated?

I would *think* that if you rang eBay in your situation now they would do nothing.

1. The buyer has received the phone but it's now a SNAD - so they can't close the case buyer has to change it to a SNAD
2. Buyer hasn't escalated.

If buyer escalates as a INR .. you need to get on that phone...untill then I'd sit back and see what happens.

chompie

Kayalana99 wrote: »

Tell the buyer they need to change the case to a SNAD - when they say 'they will let eBay deal with it' maybe they don't mean they aren't going to return it just simply they cba with you so they will just do what the case says from now on?

I assume buyer hasn't escalated?

I would *think* that if you rang eBay in your situation now they would do nothing.

1. The buyer has received the phone but it's now a SNAD - so they can't close the case buyer has to change it to a SNAD
2. Buyer hasn't escalated.


If buyer escalates as a INR .. you need to get on that phone...untill then I'd sit back and see what happens.

Their last message was outside of the INR claim and via messages, and basically stated they weren't prepared to return the item on the off chance they may get a refund. and "I will follow the Ebay Buyer Protection option"

I have since put in the claim the postage date and a note that the buyer has received the item but now wants a refund which i am prepared to give once the item is returned. But none of the last two messages i have made from within the claim have been responded to.

Poppie68

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.

Your under no obligation to pay there return postal costs. Ebay will tell them to return if they want a refund.

Stoke

The buyer can't just demand to keep the item. That's not how it works, even with eBay's buyer protection policy. They will be expected to return the item and you will be expected to refund. Simple really.

19lottie82

anotheruser wrote: »

But this is the problem with eBay and why I discourage people from using it unless desperate.

A bit harsh....... I use ebay a lot and think it's fantastic. Sure, you get a few bampots / chancers, but that's life. As long as stick to the rules and are aware of eBay's policies then you should have very few, or no problems.


Back to the OP........ just tell the buyer to open a case with ebay. Ebay will tell them to return it to you for a refund. Simple.

theonlywayisup

Op, you could try LiveChat although it isn't something I ever recommend unless you have no other options.

Is the case escalated? Is it still an INR case?

INT1

The buyer will only get a refundif they provide proof it's been delivered back to you.

Just a bit of time wasting on the buyers part, hope you get it sorted easily.

marie-20

I agree with the others - the buyer should return the item for a refund but as they currently have an INR claim open I would either phone eBay or try live chat and ask them to change it to a SNAD because as it stands if the buyer escalates the case they would most likely win as you haven't added any tracking details to the claim to 'prove' delivery and the response to claim escalations seems to happen almost immediately so I am not convinced that a real person actually checks the details and it may just be automatic.

theonlywayisup

INT1 wrote: »

The buyer will only get a refundif they provide proof it's been delivered back to you.

Just a bit of time wasting on the buyers part, hope you get it sorted easily.

I am not sure if you read the OP correctly, but the buyer has an INR open.

So they will win unless the SELLER can prove delivery.

skitler

the only winner will be the postal service.;)


everyone else should be back to square one, ish.:)