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Buyer returned item damaged
Summary: shoppingjap12345 sold a camera which the buyer used for over a week before requesting a return, citing a stiff zoom lever. Upon receiving the returned item, shoppingjap12345 found the zoom lever broken, feeling that it had been forcibly handled. They are frustrated with the return process, as they must refund the buyer and await resolution without seller support, and their inquiry to a complaints email provided no helpful guidance. john1297576 advised that the seller should process the refund promptly to prevent additional penalties, noting the inherent risks of selling on the platform where disputes typically favor the buyer.
Buyer had camera over a week then asked to return it claiming the zoom lever was stiff. It was perfect condition when sent. I agreed to refund as long as it was returned in same condition it was sent. Received camera and zoom lever is broken, it feels like it’s been forced and something’s snapped inside, it’s loose (not stiff as claimed). The return form has a problem button which I pressed and filled out but it said I have to refund buyer and wait for it to be resolved. Heard nothing. Emailed complaints email address and told we only deal with billing but offered no advice ie email this address. Feels like there is no support for sellers. Any advice? Thanks.
red_magpie
Mentor3 months agoFeels like there is no support for sellers.
That pretty well sums it up most of the time. eBay expects buyers to accept the buyer's claim and to refund them in full on return.
Only after the return and refund have been completed can the seller appeal eBay's decision. If eBay overturns its original decision and refunds the seller - which is unlikely - eBay meets the cost at its own expense. The buyer is allowed to keep the original refund.
So one way or the other, the buyer is almost assured of a refund and may even get to keep the item as well if the seller doesn't know how the system works. Which is almost an encouragement for buyers to "have a go" at claiming refunds they are not entitled to.
As I keep on pointing out, the problem for both buyers and sellers on eBay is that the way eBay has structured its organisation means that although its handling of payments is regulated by the Financial Conduct Authority, its money back guarantee is not. This means that users have no right to any independent appeal against how eBay decides disputes. Things would be very different if eBay had a proper complaints procedure and right of appeal to the Financial Ombudsman - as do PayPal and all credit and debit card issuers.
john1297576
Mentor3 months agoYou must refund before buyer escalates to ebay, who will refund at your expense plus you get a defect.
One of the risks of selling on ebay. Ebay never sees what is sent or returned, and will find in favour of buyer.