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Buyer says item not working.
Nintendo 3DS do sold.
Item was in full working order. Was even evaluated by CEX. All good.
Sold item on eBay last week, sent to buyer who says it won’t turn on and is now asking for refund.
I’ve asked them to check if item is charged. If so, to send me a video of how they are trying to turn it on. Awaiting reply.
What should I be doing for next steps ?
1 comment
tressygirl
Mentor1 week agoFirstly, apologies for the long delay in replying there was a technical issue with this particular board which prevented us from answering, until now.
If the buyer opens a case for item not as described you will need to accept it and send a paid for postage to receive your item back and you only refund when the item is back with you.
Videos will not help your case, eBay do not know it is off the item in question so do not accept videos.
If eBay step in and refund, should the case be escalated, if you think the decision for the refund unfair, you can appeal, link below shows the process.
I'll admit it's not easy, eBay do not see the item in question and they do tend to side with a buyer's view, but worth a shot appealing.
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369
@grantmcv