Awkward communications with a buyer

[zech912]

I have a no returns policy on a recently sold new sewing machine imported from US.

Buyer is demanding registration details, which of course, dont apply to the purchase as we are in different countries.

Buyer is saying she is entitled to this benefit, yet I explained situation regarding it.

Am I in the wrong and obligated to have it returned?

Can I demand it be returned?

[john1297576 · Accepted solution]

It all depends on how the buyer paid.

If paid by Paypal even if collected Ebay will still allow a Not As Described Case to be opened.

If paid in Cash on Collection, then there is no case to be opened and Ebay would not want to know. 

It is really up to you how you deal with this, the buyer may be after a partial refund, which you are not obliged to give, but for a full refund would have to go through a case(which only applies if paid by paypal) and refund made only after proof of delivery back to you.

[zech912 · Accepted solution]

She paid by PayPal. I did want collection but she'd paid first then asked after, and I thought I'd be kind and do it.

[ruby*tuesday]

Ebay won't tell you anything other than what you have been told on here. Ebay only get involved if you lose a Returns Case, once you have Refunded you can Appeal the decision if you feel that Ebay's decision to find in favour of the Buyer is not fair in the circumstances.

In the meantime you can just ignore her. You have obviously been very patient and helpful. If she does open a Case you can come back here for further advice. It can depend on the Reason she selects for a Return.

[zech912]

Thanks.. I guess I'll have to be a bit patient and see how it plays out.

[1956glyn]

Hi

I see this was a collection in person only item .......how did they pay?

Did they collect in person and did they not mention it then?

[zech912]

She paid by PayPal and then asked for postage after. It went to a neighbours and she wasn't in & wanted me to get the address of the neighbour.
When she got it she says it's lovely but too scared to use it and now all these other requests.

[redwick1]

You do not as far as I can see mention anything about registration details so the buyer is asking for something that is not on the listing

Problem is that if she opens a not as described dispute then ebay may force you to accept the return

You would have to send a pre paid label for the return

Yuo could try reporting for asking for something not on the description 

Whether ebay would go with that or not is not known

If you accept the return then you refund in full once you have your item back and you get your fees back

If ebay step in and go in favour of the buyer then you pay the fees and a defect on your account

Read this link to ebay policy

https://www.ebay.co.uk/help/policies/selling-policies/seller-protection-policy?id=4345

Did you have registration details

If you did then would it matter if you sent them to your buyer?.

As you say it would be of no use if you bought it in US

[redwick1]

To add
@1956glyn is right to ask

Did they collect it and did they pay in cash or paypal

It is important to know that

[plpmr]

unfortunately as OP unpacked and ran it to test it it's no longer new and if they tried that they could win.

[zech912]

It was meant to be collection only but she went and bought it without asking me anything first. Then she asked for postage & I thought I'd be kind and do it.
Nothing but problems since then.. "Adapter and not a transformer", which I explained & is in photo. She wants to import "legal" free embroidery designs, which a disc is included & one I bought. She's too scared to use it with the adapter.

[zech912]

I sent any paperwork in the box. I think I need to speak to eBay if this carries on.

[redwick1]

You could have refused to post it if that was not on the description

Ebay will not help unless they accept that the buyer is asking for something that is not on the description.

Wait until she opens a not as described dispute and then deal with it.

All problems are done through the resolution centre

[arkwebus]

As to your idea of "speaking to eBay" there is little point. I doubt if they would understand teh detail and sometimes they do give incorrect information.

You do not have to do anything unless and until the buyer opens a "not as described" case.  If that happens you will probably have to accept and - when returned - refund. You will get the item back and a fee credit.

It may not seem 100% fair but it is often unwise to argue [with eBay]. We have haerd of cases where they close the case at once and do not require a return

@zech912 

[zech912]

Thank you for that. I know you're right and appreciate you taking the time to give your input.