ebay authorised return although item was as described

jordanjim

A buyer bought an item from me recently (quite large and heavy, went by courier). I posted clear photos of the item and mentioned a defect with it in the listing. I expected it to be bought by someone willing to repair it, or who didn't need the part that was actually defective.

The buyer has now started an item not as described case because he says that the item cannot be used with the defect. This should have been absolutely obvious to any person with common sense and it's quite clear that the buyer either didn't read the full listing, or didn't comprehend that the item would need repairing.

I responded to him stating that because the defect was listed in the description and photos that I am not able to accept returns. He has escalated it to ebay, stating a great big pack of lies - that I'm a professional dealer of this item trying to con him etc. I have no idea where he's got this from, as I'm a private seller of old stuff lying around the house and have only one other similar item in my other listings.

Unbelievably, ebay have told him to return the item for a refund, and have told me I'll have to pay return postage. This will likely put me out of pocket over £40 for couriers. I want to dispute this, but can't see a way of doing so until he's actually returned the item.

What would people do in this situation? Would ebay be at all helpful if I contact them by phone or email before the item's delivered? Should I refuse the parcel when it arrives? It seems that ebay will automatically give the buyer a refund and dock me for return postage if the item gets delivered back to me, and I have a horrible feeling that if I have the item then they'll just rule in the buyer's favour again in a dispute case because it'll be easier for them.

theonlywayisup

Unfortunately eBay almost always side with the buyer. I take it the buyer escalated the case?

You will be liable for the return cost and the full original payment. If you refuse to pay then eBay will either tell the buyer to keep the item and refund them from your Paypal account or they will give the buyer a returns label and bill you for it.

You should not refuse the parcel as this would make no difference to any refund the buyer gets.

soolin

How did you describe the item, hopefully you had something like 'for spares only' in title and in detailed item specifican.?

If so phone eBay and talk to them and try and get them to see that a return for SNAD is incorrect as buying is stating something that was fully covered in the item specifics. - the item specifics and title is important BTW as on some mobile devices that is what the buyer sees.

jordanjim

I had in the description, 'Comes with [X part] but this part is damaged.' and then a description of the damage. In this particular category there's only the condition options for new or used, not 'for parts', so it was listed as used.

As far as I'm aware it was sold exactly as described and it's up to the buyer to make sure that the item was suitable for his purposes before buying, or ask questions if he was in any doubt. If he wanted something in perfect condition then I'm at a loss to explain why he bought a damaged item, or why ebay have sided with him.

If I phone ebay (and I can't for the life of me seem to find a phone number online) and they agree with me, are they able to reverse a decision before the buyer returns the item or can nothing be done until the item's returned?

dlusman

jordanjim wrote: »

I had in the description, 'Comes with [X part] but this part is damaged.' and then a description of the damage. In this particular category there's only the condition options for new or used, not 'for parts', so it was listed as used.

I think your problem is you described it as "damaged" rather than "non-working". It is possible for items still to work even if they are damaged

Pun

'This should have been absolutely obvious to any person with common sense..'

The trouble is many ebay buyers have zero sense and need things set out in words of one syllable. No consolation in this case, but spelling out that 'this does not work' is essential where the category doesn't have a 'for spares only' option.

jeffuk

Pun wrote: »

'This should have been absolutely obvious to any person with common sense..'

Thanks for that.

theonlywayisup

jordanjim wrote: »

I had in the description, 'Comes with [X part] but this part is damaged.' and then a description of the damage. In this particular category there's only the condition options for new or used, not 'for parts', so it was listed as used.

As far as I'm aware it was sold exactly as described and it's up to the buyer to make sure that the item was suitable for his purposes before buying, or ask questions if he was in any doubt. If he wanted something in perfect condition then I'm at a loss to explain why he bought a damaged item, or why ebay have sided with him.

If I phone ebay (and I can't for the life of me seem to find a phone number online) and they agree with me, are they able to reverse a decision before the buyer returns the item or can nothing be done until the item's returned?

If the case has been escalated and found in favour of the buyer you have no option but to wait for the return. If you don't pay for the label, ebay will provide one (and charge you) or they will refund without a return unless you provide a returns label. If you are going to act, then do it VERY quickly. You can try to ring eBay CS but it's unlikely you will get any favourable resolution, the time to challenge the return was BEFORE it was escalated.

jordanjim

I did challenge the return before it was escalated. I responded to the buyer pointing out the description and that the item sent was exactly as described and pictured. He then escalated it to ebay telling them that I was a professional dealer and a con artist (???) and ebay almost immediately ruled in his favour without asking me for any further details. I have over 200 positive feedback over 5 years, all of which are obviously for used household/personal items and not business sales. This buyer has 0 feedback. At no point have I had the opportunity to put my side of things forward to ebay or dispute the buyer's entirely false claims.

ebay have not asked me to pay for a courier label, nor have I been told how much they would charge me if they provide one. I've just been told that the buyer has been asked to return the items, presumably at my unspecified expense. What are my chances if I wait for the item to come back and then dispute the case outcome on the basis that the buyer lied and the item was as described?

theonlywayisup

jordanjim wrote: »

I did challenge the return before it was escalated. I responded to the buyer pointing out the description and that the item sent was exactly as described and pictured. He then escalated it to ebay telling them that I was a professional dealer and a con artist (???) and ebay almost immediately ruled in his favour without asking me for any further details. I have over 200 positive feedback over 5 years, all of which are obviously for used household/personal items and not business sales. This buyer has 0 feedback. At no point have I had the opportunity to put my side of things forward to ebay or dispute the buyer's entirely false claims.

ebay have not asked me to pay for a courier label, nor have I been told how much they would charge me if they provide one. I've just been told that the buyer has been asked to return the items, presumably at my unspecified expense. What are my chances if I wait for the item to come back and then dispute the case outcome on the basis that the buyer lied and the item was as described?

Your OP says that "[eBay] have told me I'll have to pay return postage".

What exactly does the case say now?

angryparcel

jordanjim wrote: »

I did challenge the return before it was escalated. I responded to the buyer pointing out the description and that the item sent was exactly as described and pictured. He then escalated it to ebay telling them that I was a professional dealer and a con artist (???) and ebay almost immediately ruled in his favour without asking me for any further details. I have over 200 positive feedback over 5 years, all of which are obviously for used household/personal items and not business sales. This buyer has 0 feedback. At no point have I had the opportunity to put my side of things forward to ebay or dispute the buyer's entirely false claims.

ebay have not asked me to pay for a courier label, nor have I been told how much they would charge me if they provide one. I've just been told that the buyer has been asked to return the items, presumably at my unspecified expense. What are my chances if I wait for the item to come back and then dispute the case outcome on the basis that the buyer lied and the item was as described?

ebay would supply a label to the buyer and then will add the costs to your ebay account. The case has been esculated and found in buyers favour, so you cannot reopen the case or start a new case for this item when the item is returned