Brand new sealed item damaged

[looney-76]

I sold a brand new sealed picture in a frame. 10 days after delivery the buyer has messaged to say the frame is scratched. The frame has been taken out of the sealed plastic. Where do I stand with regarding refunding as it was sold sealed? Thank you for any help x

[redwick1 · Accepted solution]

If they open a not as desecribed dispute then you will have to deal with the problem

You send a pre paid label for the return and once you have it back then you refund in full

If you dont and ebay step in then they will force the return and you will pay the fees and a defect on your account.

There is nothing you can do

[looney-76 · Accepted solution]

Sorry for the late reply, it went into my spam folder. Thank you! I apologised and asked her to return it for a full refund. She said she would be happy with a part refund but I said I wasn't happy that I sent out a faulty item and to return. Not heard from her since

[redwick1 · Accepted solution]

That is good. They may have been trying it on or decided just to keep it anyway.