Issue with buyer after 90 days - eBay dispute - sold as new, now used and unusable

shapala

Hi all. I had a buyer purchase a tap from me more than 3 months ago (June). After 90 days wants to return it as it's 'faulty'. He sent a pic and it looks to be plumbed in and installed incorrectly. Obviously tap has been plumbed in, used and is worthless if looking to return it. Buyer opened a dispute with eBay after 90 days with his credit card company according to the eBay email/message.

Other than sending a full refund as it's unusable to me and outside my own return window to vendor (bought a coupe years ago though never opened or used hence sold as new) is there anything I can do/protest. Since outside the 90 days opportunity to open a case, I'm also likely to lose out on the eBay fee as buyer has done this via his CC company. Tap cost me £100, sold for £80 if that's of any matter.....more the principal as unsure if he's trying it on.

Any help appreciated as not had this happen before and obviously don't want to possibly be suspended by eBay over this matter. TIA

soolin

Exactly what case has been opened? A case via a bank is usually not covered by eBay outside of their 30 day window, unless they are claiming fraud .If this is a chargeback then check the rules (my internet connection here as I’m overseas is poor) as you should be covered u Dee the eBay seller protection rules. 

What exactly  have eBay done, what does their message actually say and does anything show in your resolution page?

soolin

Start here and if necessary phone eBay, if the forst rep doesn’t understand your question keep phoning back until you find someone that does.

https://www.ebay.co.uk/help/selling/getting-paid/handling-payment-disputes?id=4799&st=3&pos=1&query=Handling%20payment%20disputes%20&intent=Bank%20chargeback&lucenceai=lucenceai&docId=HELP1468

shapala

soolin said:

Start here and if necessary phone eBay, if the forst rep doesn’t understand your question keep phoning back until you find someone that does.

https://www.ebay.co.uk/help/selling/getting-paid/handling-payment-disputes?id=4799&st=3&pos=1&query=Handling%20payment%20disputes%20&intent=Bank%20chargeback&lucenceai=lucenceai&docId=HELP1468

Thanks as always, Soolin. Ironically I'm also away but this is the email:

'

Your buyer filed a payment dispute for an order placed on 10 June 2023. This means that they disputed a charge directly with their payment institution. They're requesting £80.00 back, and the reason for this dispute is that the item doesn't match the description in your listing.

Please respond to this dispute by 30 September 2023.' So it's a SNAD outside of the window you can open a case with eBay and I'm reasonably sure they've not installed/plumbed in the tap correctly, but then will eBay even care? I can't use phone until I return on Thursday 28th, just in time before dispute end date and will call then. Also, this is my personal a/c as was an item we bought for ourselves not to sell for profit, not my biz a/c where legally it's different.