Return not in same condition

GadgetGuru

Item sold mid Oct.
An SSD enclosure that was brand new still sealed in retail package. 

Buyer received, left positive feedback saying everything was great.

2 weeks later I receive an item not received case!
eBay took over as I used simple delivery and closed in my favour. 

Buyer then straight away opens an item not as described case, stating the item is not longer powering up.
He also stated in the return comments that the original box and packaging has already been discarded.

Therefore it will not be returned in the same condition as it was sent. 

I called eBay and spoke to someone, who informs me that I will need to accept the return in order to maintain my seller status.
Once I receive the return I need to contact eBay back (she gave me a reference number and said she would update the case notes for the next person I speak to) and inform them it is not in the same condition. 
She said eBay will then either rule in my favour, or provide me with a declaration to complete with photo evidence etc, before ruling in my favour. 
She also stated in that case the buyer would not get a refund either.

Is this correct? As this leaves the buyer out of pocket - can they just do that?
Or am I just stuck with a £200 returned item that I can no longer resell as it's with no packaging and used. 

Spoonie_Turtle

I don't know the answer but it's utterly bizarre a buyer can open a SNAD after falsely claiming INR!

GadgetGuru

It was within 30 mins of eBay closing the INR case in my favour!
So that £8 taken for the return postage, and it looks like I'm going to be sent an open item, with the original box and packaging missing. Whether it works or not is anyones guess.
Will keep you updated on how eBay manages this one......

So far, they seem to have removed his positive feedback from the transaction. Why they would remove a positive feedback I don't know......

GadgetGuru

So here's an update:

Received the return today. 
Following parts missing:

-        Original box

-        All original packaging

-        Thunderbolt Data Cable

-        Plastic clips used to secure SSD drives within enclosure

In addition, the item was returned as ‘Faulty’. Buyer stated the item does not power on.

Item was tested upon return and powers on fine. 

So first the buyer opened an ‘Item Not Received’ case (which was closed in my favour by eBay) and then immediately opened an ‘Item not as Described’ case, when in fact it was a change of mind!

I am now left with an item that has little resale value since it has no original box, packaging, and parts are missing.

Phoned eBay, as they previously advised. The agent placed the case on hold for 5 days pending further information - basically they want me to sign a declaration, scan it, and send it back to them. 

I did just that, added in extra information, images etc, and sent it across. 

I then went through and had another call back - the agent had a look and said that the declaration is normally processed by the back office, but she had a look and said it had been done. They would refund the buyer and not take any funds from me. 

So the buyer gets away with it yet again. 

I'm just out the £8 return postage, but best outcome for me I guess. 

Saying that, the case is still pending when I log into my account - I'm still nervous they'll refund the buyer and take the money from me! Wouldn't put it past them - so just waiting until the case is fully closed to confirm!

sonearandyetsofa

While eBay won't tell you what, if any, punitive measures they take against the buyer, they do keep a record of buyers who abuse returns cases and will restrict their access to the buyer guarantee and even the site if they make a habit of it.

The case should update within 48 hours, if it doesn't (or if it closes against you) you'll need to call them again and remind them of what was said.

GadgetGuru

Finally case closed and all OK!