ebay return request from buyer - claims electrical item is faulty!

ANNA

I'm a private ebay seller. I sold a small household electrical item in good used condition. My OH PAT tests everything and is qualified to do so.

My buyer wants to return it as "faulty", claiming the motor was screaming. This would only happen through sustained incorrect use. The buyer is a first time purchaser, zero feedback. The buyer has already left me a lengthy (and my first ever) negative feedback.

How should I handle this? I think ebay guarantees the return, which I as a seller must pay for.

tightauldgit

Yeah I mean you could try challenging the return and saying it was tested and working before being sent out but if the buyer says it arrived faulty and puts in a return claim then I think Ebay will side with them unless you have some pretty strong evidence. 

Probably best to just accept the return or refund and let the buyer keep the item. 

In situations like that I've also offered the item at half price to see if the buyer is willing to accept it

ANNA

What about the neg feedback? Got it before I have a chance to resolve. I suspect this first-time ebayer is unaware that the seller is the one who agrees and pays the return.

soolin

ANNA said:

What about the neg feedback? Got it before I have a chance to resolve. I suspect this first-time ebayer is unaware that the seller is the one who agrees and pays the return.

Once buyer has left a neg I tend to do the absolute minimum legally to help them I have to. How long ago was item sold? 

ANNA

It was sold and delivered last week. The return request is still open for me to reply to. And I've done that just now, a holding reply, stating it was sent without any faults and suggesting misuse by buyer failing to read and follow the enclosed manufacturer's instructions.

Buster_Danog

I wouldn't hold much hope for ebay siding with you. In my experience they will side with the buyer which effectively means the buyer has 30 days under buyer protection to return the item. I once sold an electronic item that was returned and I suspected it had been dropped but there was nothing I could do.

As for the negative feedback it might be worth ringing ebay. I have seen negative feedback removed twice where the seller actually deserved it. In one case they didn't even post the item out because they were not happy with the sale price, so in your case I am sure they will hear you out and possibly remove it.

ANNA

I can no longer find a UK telephone number for ebay that isn't merely a recorded message playback and call cut-off.

ArbitraryRandom

PAT testing shows it was working and safe when it was tested; it doesn't mean it wasn't knocked or damaged in transit. 

Yes, this buyer has rubbed you up the wrong way, but how much effort are you really willing to put into this given the almost certainty eBay will side with the buyer? 

Unless something about the feedback is not factual (calling you a scammer or similar) then I'd just suck it up and accept the return as part of distance selling second hand goods. 

I certainly wouldn't have written the buyer was at fault (even if I thought they were) given it makes them much less likely to agree to revise their feedback or accept a partial refund. 

ANNA

My buyer has now informed me that she is away until the end of August. She can't amend her feedback or return the item meanwhile.

Had I paid for a return label, it would have lapsed! I can't resell until September!

We have a "try before you buy" type of customer I suspect. And wants to return at seller's expense and in her own time.

As I stated, ebay first-timer!

apw81

Someone else might correct me, but my understanding is that when a return label is issued and then lapses, you don’t get charged for it and the return is then closed.

And you’re probably right, you likely have someone just taking advantage. Sounds similar to those who want a refund whilst the item is in transit, because it’s ‘late’ and they’re leaving the country tomorrow, for six months. 

Spoonie_Turtle

apw81 said:

Someone else might correct me, but my understanding is that when a return label is issued and then lapses, you don’t get charged for it and the return is then closed.

That's what I was thinking too, call her bluff.

If she doesn't return the item in the time allowed, she doesn't get a refund.  Might be a bit late now though, having had the conversation with her saying she's away. 

If it were me with a faulty item, I'd have been antsy about needing to return it before I went away!