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sold an item, not well described i guess?
Summary: simon11380_0 sold a pocket operator on eBay and is facing issues with the buyer, who is unhappy about missing components not listed in the ad. The item also had a minor scratch not disclosed. tressygirl advised on managing returns through eBay's automated process and suggested considering an appeal if necessary. simon11380_0 is concerned about the item returning damaged and is contemplating offering a partial refund to avoid further complications.
Hello,
Recently I sold a pocket operator (musical device) on ebay for £90 my end (£97 total)
I had a single picture showing the item not switched on, in a custom made case (£30) that shows the condition of the case and what is included. When the item was new it came without the custom case and a small wire stand (think paperclip reshaped into a stand) I removed the stand thinking I would keep the device and bought a case as it would require further protection. The case covers up the device to an extent including the names under the buttons so you would have to use something seperate to see what each button does (instruction manual, not included in the listing or picture) Other adverts for same item from other sellers also do not mention the missing stand and some pictures show this some dont. Basically the buyer is unhappy he is paying the lowest amount for this device and not getting everything that wasn't listed. The item was listed as used, there was a minor scratch (very small) on the screen. This was not mentioned in the ad or seen in the picture. It does not affect the working or display enough to be a problem. I am concerned that if I refund for a return it will come back damaged as sometimes happens.
tressygirl
Mentor2 weeks agoIf a case for item not as described is opened, it's all automatic, no point challenging it at that point with no human contact.
You need to accept it within 3 days, pay for that fully tracked return postage if you want your item back first, do not refund until it's back with you, you then have 48 hours to fully refund.
Stick within those timelines, and your seller performance is not affected.
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
@simon11380_0
simon11380_0
OP2 weeks agoHello tressygirl, thanks for the fast response. I am a little more worried that if it comes back and is broken (I have video of it working before I sent it) that I will lose all. I am not sure how to approach the buyer, that he expected it to be complete when it was not mentioned that way in description. I thought maybe a £10 partial refund and just lose the money. But not sure if he will be awkward about it. I want rid of the item, don't want to lose any more money and don't want it back broken without anything for it. Awkward really. Thanks again
tressygirl
Mentor2 weeks agoYou can certainly try if you wish, and send them a message if they will accept a £10 partial refund and to keep the item, that is your choice, and also depends if the buyer agrees, because if they do claim and open a case for item not as described, it's all automated, no human contact and nothing you can argue your case with at that point.
You would have to accept the case, and as above if If eBay step in and refund, should the case be escalated, if you think the decision for the refund unfair, you can appeal.
@simon11380_0