Buyer abusing returns

[Deleted User]

I sold an item on ebay which was unquestionably correctly described. I explicitly noted all the parts to the item and put corresponding images so there was no doubt as to what you would be getting. Buyer buys, receives and then tries forcing a partial refund. When refused he makes a "missing parts" dispute for something that was not even mentioned anywhere on the item listing. Not in the pictures or in the item description.

I end up having to pay for a shipping label and accepting the return. I receive it back and it has been very clearly tampered with. Screws have been forced out leaving abrasions on the item chassis (metal case). 

Less of doing something I will live to regret, what else can I do in this case? I've been through the whole of ebay who have gone from saying you can give the buyer a partial refund to account for the buyer abusing returns/damaging the item to nothing can be done about it. Anyone else have experience in this kind of thing? The reoccuring theme seems to be to move on but it makes my blood boil that I am -£100 now due to no fault of my own. (I have nearly 75-100 sales across 5 years with no such thing occurring).

MalMonroe

The eBay site says "If there's a problem with an item you sold,use our resolution processes - you can ask us to step in if you need to".

You need them to step in and help resolve this issue. Don't let them fob you off with their couldn't-care-less attitude or let it go - why should you lose money? You have proof of the condition of the items sent to the buyer, this makes for a strong case. 

You need to keep on at eBay until they get it right. (That is,  so that you don't lose out.)

[Deleted User]

MalMonroe said:

The eBay site says "If there's a problem with an item you sold,use our resolution processes - you can ask us to step in if you need to".

You need them to step in and help resolve this issue. Don't let them fob you off with their couldn't-care-less attitude or let it go - why should you lose money? You have proof of the condition of the items sent to the buyer, this makes for a strong case. 

You need to keep on at eBay until they get it right. (That is,  so that you don't lose out.)

I've been at it for a week now, they keep defaulting to "we didn't see the item so can't do anything". With 1 day left to refund they keep going about I'll get a defect on my account so I ended up refunding out of necessity. Seems that was a big mistake as I was supposed to let them put a defect on my account then appeal it. 

Boils my blood but I think I have no other options than things like small claims court which is an expensive price to pay to exert a principle. 

It is shocking, the return was invalid from the start. They made a missing parts claim for something that was not even advertised on the listing or pictures. How ebay let that proceed is shambolic. 

GrumpyDil

Unfortunately ebay seem to side with the buyer pretty much all the time. I won't sell anything on eBay now because it simply isn't worth it. 

Spoonie_Turtle

Deleted_User said:

It is shocking, the return was invalid from the start. They made a missing parts claim for something that was not even advertised on the listing or pictures. How ebay let that proceed is shambolic. 

This precisely, you should have won the case to begin with, not having to pay for the privilege of having the ruined item posted back to you.  I say still keep on at them, maybe focus on that point because that's where it all went wrong.  Obviously the ruined item is an issue, but you should never have needed to accept a return from the case in the first place.

[Deleted User]

Spoonie_Turtle said:

Deleted_User said:

It is shocking, the return was invalid from the start. They made a missing parts claim for something that was not even advertised on the listing or pictures. How ebay let that proceed is shambolic. 

This precisely, you should have won the case to begin with, not having to pay for the privilege of having the ruined item posted back to you.  I say still keep on at them, maybe focus on that point because that's where it all went wrong.  Obviously the ruined item is an issue, but you should never have needed to accept a return from the case in the first place.

They now straight blank my calls and tweets on twitter. Live chat give automated responses. It is so sad as ironically I find eBay a brilliant platform when both parties trade with honest intentions. 

When I get onto the phone it is with someone overseas (Philippines I believe) who erroneously quote distance selling regs without even taking heed to the case details and evidence of buyer abuse. 

I've tried a last ditch attempt with an e-mail to This Is Money who have been able to contact eBay in cases like this. I am just so miffed someone can do this and get away with it. The reality is sellers don't win on eBay, you have to accept the return then dispute it after.

steviebabes

There is a very small proportion of buyers on ebay that do this sort of thing. I've had it myself, claim item not working and I pay for the return of a different faulty item. It is very annoying but realistically there isn't a lot you can do about it. In my case I did find a hint in their feedback suggesting they had done it before but you really can't check every comment. You just need to block the buyer and move on I'm afraid. 

[Deleted User]

steviebabes said:

There is a very small proportion of buyers on ebay that do this sort of thing. I've had it myself, claim item not working and I pay for the return of a different faulty item. It is very annoying but realistically there isn't a lot you can do about it. In my case I did find a hint in their feedback suggesting they had done it before but you really can't check every comment. You just need to block the buyer and move on I'm afraid. 

So frustrating. I wouldn't let anyone shaft me like this in person so why on the internet. Small claims seems a waste for something that is worth £100. Guess I will have to let it go. 

maisie_cat

I must admit that one of these situations stopped me selling on Ebay. The buyer contradicted himself, first stating it was sent in pieces, it wasn't, then he said he'd taken it apart and  couldn't put it back together. It was returned in pieces with parts missing and Ebay still made me refund him. 
You just have to walk away as annoying as it is, certainly not worth court for £100