ebay buyer claims goods damaged

mrjtizzle

hi all

sold an item on ebay a playstation 4,buyer contacted me day after delivery claiming its damaged, it was sent in original manaufacturers box so suitably packaged with card and crumple zones etc. requested photos of damage which were sent two days later, packaging shows no damage though, however playstation is damaged in a strange place. i requested buyer send it back and he said he cant, he asked why he had to return it to me, i said i cant refund you if you dont return it, again asks why he must return it? i rang ebay and they just said take it up with courier and when item is returned give a refund?! he then claims it was dumped on his door, so i rang courier who states signed for etc, informed buyer of that he then said yeah it was signed for after i caught courier walking off, he again asked why he had to send it me and says he cany find my return address. seems all very dishonest to me so not sure where i stand. i ahve images of it in mint condition the day i sent it.

help please its very expensive item to lose and then have to pay him on top

only sold it because we are having money problems :mad:

George_Michael

Make sure that you inform ebay that you will issue a full refund when the buyer returns the item and you can confirm that it is the same one that you sent out and also tell them of the buyers reluctance to return the item.

It sounds very much like your buyer is a chancer who is attempting to get a refund and keep the console.
If you receive and signed for packages or letters in the next week or two, see if you can find out who they are from before accepting them just in case your buyer sends an empty box or a letter simply to obtain a tracking number to show return of the item.

F&L

Is he saying why he can't return it and has he asked for a refund? It may be that there's a small amount of damage and he wants a partial refund as he still wants to keep it? Offering a partial refund may be the easiest way to proceed if the buyer still wants the item.

soolin

F&L wrote: »

Is he saying why he can't return it and has he asked for a refund? It may be that there's a small amount of damage and he wants a partial refund as he still wants to keep it? Offering a partial refund may be the easiest way to proceed if the buyer still wants the item.

No, offering a partial refund just encourages these people. If the item is damaged then buyer will have the full amount refunded or else he keeps it. Just keep responding that you are sorry for any damage and you will refund in full once unit is returned.

shaun_from_Africa

F&L wrote: »

Is he saying why he can't return it and has he asked for a refund? It may be that there's a small amount of damage and he wants a partial refund as he still wants to keep it? Offering a partial refund may be the easiest way to proceed if the buyer still wants the item.

As a playstation 4 is a fairly expensive bit of kit (£300 to £400), I can't imagine any sensible person would be willing to keep hold of one that has suffered damage to the outside (and very possibly the inside).
As there appears to be no damage to the packaging, I would hazard a guess that it's a case of either the buyer accidently damaging the unit after they received it, or they simply sent a photo of an entirely different console especially as the buyer is making excuses such as the lack of address for not returning it.

charlies_mum

Totally agree with Shaun, I think he is trying to get a replacement for one he has damaged. Do these things have a serial number ? If so, do you have a note of it ?

As said, do not give him a partial refund.

fozzeh

charlies_mum wrote: »

Totally agree with Shaun, I think he is trying to get a replacement for one he has damaged. Do these things have a serial number ? If so, do you have a note of it ?

As said, do not give him a partial refund.

Serial number is on the back/belly of the console. Depends if the seller sold it as new or took note of it.

mrjtizzle

Yes I have my serial number I thought it may be an attempted swap, further email today asking what resolution he wants as he won't return it, will see what happens I suppose. Spoke with eBay they basically said I have three days to refund once he returns it they don't care if he has damaged it it seems

mrjtizzle

I put no returns on my listing does that not count for anything? If he has smashed it and I do as ebay says I'm
Out if pocket over £300 where's my protection from ebay I followed all their suggested steps for packing and posting etc

Feel physically sick

shaun_from_Africa

"No returns" only applies when the seller changes their mind and not when the item arrives damaged or not as described. I'm not saying that this is what actually happened, but if that is what the buyer tells ebay then in just about every instance they will take the buyers word.

All you can do at this point is keep insisting that your buyer returns the console that you sold and if/when you receive it back and if you find it is damaged or a totally different unit, post on here again and seek further advice.

RainbowDrops

mrjtizzle wrote: »

I put no returns on my listing does that not count for anything?

Put the shoe on the other foot.
If you bought some expensive equipment and it arrived damaged, but said "no returns" on the listing, would you just suck it up & take the hit?