Ebay Return Item Damaged!

Happy_bunny

Sold my iPad on eBay last weekend. Due to me upgrading - very good condition and perfect working order. Sold for £145, more than I expected!

Posted special delivery next day, The buyer emailed within minutes of it being delivered claiming the 'ipad battery was faulty as wouldn't hold a charge, the electric port doesn't work and 'maybe the cable was brokken!?' :eek:

I knew the battery was full when sent, I also know it charged fine the day before and I know the cables fine as it was replaced, with a genuine Apple cable less than two weeks ago - and worked fine till now! :mad:

Think the buyer has a rethink after buying - As couldn't PROVE it wasn't faulty accepted a return - Now been returned, in completely different packaging to how I sent it - larger package and not as well protected


The problem is the screen has been smashed - obviously didn't know this until I got home as the package was sealed

eBay have now marked it as delivered and prompting me to issue a refund - The money is being held by paypal currently.

Can anyone please help or advise?

I used the standard return option of sending them a parcel label to return the item and am gutted!

theonlywayisup

Is it the same iPad?

Happy_bunny

theonlywayisup wrote: »

Is it the same iPad?

Yep, definitely the same item

bigstevex

Going to take a guess they smashed it and made an excuse to return it.

Contact ebay via chat and explain it's arrived back damaged and ask them what you should do. Was the return delivery insured correctly? Have you kept all the packaging? Was the packaging damaged to indicate it was damaged during delivery?

victoriavictorious

Sadly, I doubt there's anything you can do, although you've nothing to lose by trying Live Chat (the option doesn't appear for every situation, just keep trying all of them until the Live Chat option appears.)
I wouldn't bother phoning, even if only because they tend to tell you what they think you want to hear, whether it's necessarily the right advice or not. At least with Live Chat you will get a real person looking at the case, and there will be a transcript for you to fall back on if need be.
If you are very lucky, the Live Chat agent ebay *may* issue you with a no fault refund, but I'd say the chances of that are very remote.
Items are supposed to be returned in the same condition they were received under ebay rules, but of course as the process is automated and no one looks at it unless you manage to speak to real person, ebay have no way of knowing who is telling the truth they will almost invariably side with the buyer.
Probably too late for you now sadly, but high value items of this type are often problematic and scam magnets.
Best never to put anything on ebay that you aren't prepared to lose.

Btw, for future reference, this was where I sent my ipad. I got half the amount yours fetched, but at least it was safe and I got my money by return. This company has many great reviews on Trustpilot and they honoured the price they quoted online.
https://www.ipad-recycle.co.uk

Happy_bunny

bigstevex wrote: »

Going to take a guess they smashed it and made an excuse to return it.

Contact ebay via chat and explain it's arrived back damaged and ask them what you should do. Was the return delivery insured correctly? Have you kept all the packaging? Was the packaging damaged to indicate it was damaged during delivery?

Thanks for that - eBay said I had to end a return label and, as part of the return, I could send one to the buyer - It was tracked but can't see what service it was?!

The packaging looks alright but like I say it was too big for the size of the item and the interior packing wasn't sufficient to stop it moving around - It was actually stuffed with leaflets to keep it straight! :eek:

Happy_bunny

I've added the details to the return case with eBay - Frankly haven't even been able to FIND live help let alone get someone!

bigstevex

What label is on the parcel? This should indicate what service/company was used or ask ebay live chat if ebay generated the label.


^I don't think anyone ever reads those notes tbh


It's a bit of a hassle to find it, you have to go through help/contact and select the item you sold, then usually choose the problem you're having and then contact details appear

bigstevex

Ps, I think live chat ends at 8pm. Can't remember. I did a quick trial and got the option to call them or them to call me back (2 min wait)



https://www.ebay.co.uk/help/home


Use the problem with a buyer option

shapala

I had something similar happen with an expensive pair of headphones that a buyer had for a week then returned them in a terrible state, without any of the accessories nor original box.

I went on live chat to explain and the agent recommended I give a partial refund which you can do when refunding the buyer. I gave an 80% partial refund and obviously the buyer kicked off. eBay then stepped in to investigate and issued a full refund. Of course they would as they don't care about sellers.

Anyway, I spoke with eBay over the phone and the lady then did a further investigation and refunded me the 20% as a 'goodwill gesture'. That would've come out of eBay's pocket I'm guessing. The headphones are now worthless so it's not exactly great but little else I can do.

Perhaps give a partial refund to the amount you think is sufficient and see how that goes?

the_lunatic_is_in_my_head

Appeal to eBay (might have to do this after issuing a refund), if no joy have the screen repaired and sent a letter before action to the buyer requesting repayment for the cost of repair.

The buyer is stuffed as they can't claim the screen was damaged upon receipt otherwise they would have said so.