Managed returns claim but buyer does not want to return it - what now?

mrs_sparrow · 10 October 2014 at 7:19PM

Hmmm, what now?

Sent violin to buyer - it had broken in the past and been fixed - all noted on the description, it was solid and was checked before leaving and packed tight.
Buyer set up managed returns claim to say it had come apart.
I filed a claim with the courier before time run out for me to do so.
Asked buyer to send me all the photos.
Buyer did not reply.
Asked again.
No reply.
Asked again for them to contact me urgently to send me the photos.

Buyer emails today to say that he has glued it now and just wants 'a partial refund'. I now have no proof it was ever broken. I have no photos to complete the claim. I am actually pretty peed off about this tbh.

What would you do in this situation? He only paid £15 for it anyway. Am I within my rights to tell him I want it returned to me and not give a partial refund. I'd rather have it back in all honesty and just be out of pocket on the postage.

chickendipperbabe · 11 October 2014 at 8:05PM

I had a similar problem a few weeks back, I had a thread about on here.

Basically the buyer wanted a partial refund and opened a request but had no intention of returning. I said no, full refund on return and heard nothing - they eventually closed the return.

Just offer a full refund on return, watch out as ebay will make you pay for the return and check your dashboard as you'll more than likely have a defect now on your account.

mrs_sparrow · 11 October 2014 at 9:27PM

Thanks, I have just done that. I thought on this all day and I think they just wanted it cheaper. I have just told him that I now have a defect and I have a case open with the courier so I need it back so I can deal with it.

Also found out that he got rid of all the packaging. Why would you do that if something was clearly broken and 'rattling around' and you wanted to return it, surely you would keep the packaging so it could be returned?

Grrrrrrrrrrr.

theonlywayisup · 13 October 2014 at 6:43AM

Stick to your guns, as you have the defect now there's not much incentive to bend over.

mrs_sparrow · 14 October 2014 at 10:25AM

Well, I asked for it back as there was no other option and, without it, I could not claim on the insurance and they closed the managed returns case. No communication. Nothing. I now have to go back to the courier and tell them. I think they tried to scam me for a partial refund. I guess this will become the norm. Looks like the way forward is to say no partial return, just full return and take the hit on postage.