Buyer Remorse

MrJester

Hi

Just sold an expensive item on eBay. Sent to the customer immediately and received well, buyer seemed to be happy and looking forward to having it.

Then the day after receiving it the buyer requests a return. I stated that it is no returns unless there is good reason (eBay money back guarantee), and asked for a reason.
The only thing they said was due to "not receiving official paperwork".
Constantly saying "as you are not willing to settle this amicably I will escalate this to ebay and it is in your best interest to accept the return" and similar.

I can't help but feel immediately that this is either some serious Buyer Remorse. Which I checked, and is something that is not covered under eBay money back guarantee.

All the other reasons if it would be under the guarantee, simply does not fall onto this situation, everything is perfect from me, the item is as described.

It took me a long time to get a sale for the item because its an expensive item so it doesnt exactly sell instantly, so I don't want to have to do a return if I can help it.

Am I screwed even though I'm in the right? I hear eBay are supposed to be getting better with this, but my reaction is I have heard a lot in the past that they will just instantly accept the buyers terrible reasoning and then tell me to accept the return immediately.
I'm worried that this buyer will then damage my item perhaps in spite, or to make up new reasons or something.

What is my best course of action, should/can I stick to my guns?

tykesi

Is the 'official paperwork' important for this item and did you state in the listing that it wasn't included?

I can see this ending in a SNAD case and you having to refund, you stating no returns means nothing in the great world of eBay.

MrJester

tykesi wrote: »

Is the 'official paperwork' important for this item and did you state in the listing that it wasn't included?

I can see this ending in a SNAD case and you having to refund, you stating no returns means nothing in the great world of eBay.

Only thing is that it had a protection plan included, which I just need to transfer over to the buyer which I said would be done if he is happy with the item.

But i never said theres any paperwork for it, because there isnt, its just attached to the product serial number.

soolin

Business or private seller?

MrJester

soolin wrote: »

Business or private seller?

Private seller.

MrJester

Buyer finally said because the item lacks documentation (of which he has not clarified) is now "Like New" and instead is "Used". Obviously the listing stated it was Used - Like New and buyer doesnt seem to know the difference. Due to dust, its a computer.

Offered buyer £20 refund for inconvenience and a refund of any cleaning services/products required. Buyer of course declined and asked for a full refund still. Also told him if he meant the computer documents, reminded him that they are in a hidden compartment within the box, but has ignored that response.

tykesi

Sounds like you're going to have to refund this but not until the buyer has returned the item via tracked means. If he doesn't - no refund and eBay should side with you on that.

MrJester

tykesi wrote: »

Sounds like you're going to have to refund this but not until the buyer has returned the item via tracked means. If he doesn't - no refund and eBay should side with you on that.

If it comes to that, do I have to refund their postage as well? I dispute that there is anything wrong with this transaction or the description

soolin

JoeJester wrote: »

Buyer finally said because the item lacks documentation (of which he has not clarified) is now "Like New" and instead is "Used". Obviously the listing stated it was Used - Like New and buyer doesnt seem to know the difference. Due to dust, its a computer.

Offered buyer £20 refund for inconvenience and a refund of any cleaning services/products required. Buyer of course declined and asked for a full refund still. Also told him if he meant the computer documents, reminded him that they are in a hidden compartment within the box, but has ignored that response.

Like new though should be in original packaging with all relevant paperwork- as though you've bought from a shop and the box has got a bit dusty in the cupboard.

AS a private seller you can refuse a refund- but in practice they can force one via a SNAD case. If you are happy that you did sell a brand new item with a bit of storage wear then phone ebay and plead your case.

MrJester

soolin wrote: »

Like new though should be in original packaging with all relevant paperwork- as though you've bought from a shop and the box has got a bit dusty in the cupboard.

AS a private seller you can refuse a refund- but in practice they can force one via a SNAD case. If you are happy that you did sell a brand new item with a bit of storage wear then phone ebay and plead your case.

It is listed as Used, and under Seller Notes I have written "kepy under very good care in excellent like new condition with original box". It has original box and original manuals that come with it, all in the box which is in excellent condition too.

I never claimed selling a brand new item

Naf

JoeJester wrote: »

Only thing is that it had a protection plan included, which I just need to transfer over to the buyer which I said would be done if he is happy with the item.

You could come unstuck here. If you've actually said this to the customer either on the listing, or via eBay messages, you've potentially given them an out in that if they're not satisfied, and so the protection plan is not transferred (i.e. they don't accept it), then eBay may well side with them in a NAD.