paypal dispute help

BigSister2008

i sent an item to overseas thanksfully tracked, now buyer has opened item not as described case ie broken before transit

i have all the pictures taken for the listing (my own not from anywhere else)

my question is what do i do as there is no option for it to be returned to me

BigSister2008

just to update

i have replied saying i will offer full refund if returned to myself but they are alread telling lies re original late payment - when item sold they said they were waiting on being paid and hadnt even enough money to eat that night (still have ebay message) then again on PP claim they said they used money from her birthday and mothers day as she has wanted the item for so long

also as we currently overseas the PP call number wont work

thanks all

cattie

I've only ever had a couple of occasions when items have arrived damaged or broken. In the first case buyer offered to send photo of broken item, but I took their word for it as it was a glass item & just instantly offered a full refund.

The second buyer didn't ask for a refund on an item after she had let me know that it had arrived partially damaged, but I offered her half of the money she had paid back in compensation anyway, which she was more than happy with.

So my answer as to what you should do is to refund your buyer asap. What is the point of a buyer returning a broken item to you & forking out expensive p&p costs, or are you willing to refund their return p&p costs?

Having pictures taken before despatch will get you nowhere with ebay or paypal. The buyer tends to hold all the cards, so it pays to keep them sweet or earn yourself defects.

This_Year

Ask for photos of the damage before you refund.

mrcol1000

Stick to your guns and say you will only refund if they return the item. Regardless of whether they provide photos or not. Ebay will either tell them to return for a refund or they will refund the buyer themselves. The fact they are talking about not having money to eat would set the alarm bells ringing that they are trying to get the item for free. If you offer to refund on return then Ebay normally takes your side. It is when you refuse to accept a return they go against you.

BigSister2008

i did offer a full refund and left it at that

this morning i checked the status and paypal have requested that SHE return the item via tracked for delivery - i did also ask her for a photo of the item and i would refund instantly but she refused

i have done it all legit as far as im aware so we will wait and see if she does send a photo or return item

BigSister2008

cattie wrote: »

I've only ever had a couple of occasions when items have arrived damaged or broken. In the first case buyer offered to send photo of broken item, but I took their word for it as it was a glass item & just instantly offered a full refund.

The second buyer didn't ask for a refund on an item after she had let me know that it had arrived partially damaged, but I offered her half of the money she had paid back in compensation anyway, which she was more than happy with.

So my answer as to what you should do is to refund your buyer asap. What is the point of a buyer returning a broken item to you & forking out expensive p&p costs, or are you willing to refund their return p&p costs?

Having pictures taken before despatch will get you nowhere with ebay or paypal. The buyer tends to hold all the cards, so it pays to keep them sweet or earn yourself defects.

i contacted royal mail and for me to make a claim for damaged item the item has to be handed to royal mail and it wasnt just a small amount item, it was just over £100

theonlywayisup

BigSister2008 wrote: »

just to update

i have replied saying i will offer full refund if returned to myself but they are alread telling lies re original late payment - when item sold they said they were waiting on being paid and hadnt even enough money to eat that night (still have ebay message) then again on PP claim they said they used money from her birthday and mothers day as she has wanted the item for so long

also as we currently overseas the PP call number wont work

thanks all

There is no relevance it anything I have highlighted in bold in your post.

The item should be returned for a refund, or if you are willing, refund after photos.

But any other 'drivel' in the case should be ignored so don't respond to it.

BigSister2008

i was willing to refund when pics were emailed but she hasnt replied and she escalated case to paypal who have said she must return item via tracked delivery (which i always do) so am now just awaiting tracking information from paypal

BigSister2008

update

thanks everyone

paypal closed case in my favour as buyer refused to return items