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Buyer opened item doesn’t work or is defective return
Hi! Recently sold a book internationally that had damage. Clearly showed the damage with photographs and described it in the listing. Buyer bought it and is saying would like to return it as it is damaged. They have stated the item is defective or doesn’t work. How to proceed?
5 comments
tressygirl
·1 month agoWas it the Michael Jackson book? You described the condition as ' Good' which can be interpreted differently as to what can be expected. Yes, there are pictures of creases but if these are viewed on a phone perhaps not too clear, and it is a fairly expensive book.
When a case for item defective / doesn't work is opened you will have to accept it within 3 days and pay for the return of the item , then on receipt, you have 48 hours to fully refund the buyer.
Cases are all automated, no human contact so no point challenging it at this stage
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
@outlandish2016
outlandish2016
OP1 month agoNo that was a different book. This book was listed as Acceptable and damage was clearly described and pictured.
tressygirl
·1 month agoAaah OK, Acceptable was a better description, but again peeps may take a different view of what they deem acceptable.
I agree it's not fair, but as I described above , once that case is opened it is all automated. Timeframes must be kept to avoid damaging defects on your account.
@outlandish2016
outlandish2016
OP1 month agoThank you for your help.
tressygirl
·1 month agoYou're very welcome.
It's a horrid situation. I know, and many sellers have faced this issue.
Good luck, I hope the outcome is a good one for you!
@outlandish2016