Buyer has changed mind after item has been sent

[fbirtw]

I sold an item on thursday. Buyer paid immediately with paypal. I posted it on saturday. It's now monday and the buyer has contacted me for the first time saying that he's sent me multiple cancellation messages (no sign of these at all in my email, spam or ebay messages inbox) and doesn't want it anymore as he's sold the equipment that it could be used with. Ridiculous situation. Clearly regrets the purchase for whatever reason and seems to be inventing stories. My listing clearly has a no returns policy. Where do I stand please?

[redwick1]

Make sure you have the tracking or 16 digit code from your receipt on the item in your Sold section 

That is ebay policy

When the buyer gets the item then they need to open a dispute to request a return.

You do have No returns on your listings in which case you should be able to refuse the return

SOme buyers will open a not as described dispute ( wrongly ) to get a pre paid label for the return

If they do that then you need to deal with the problem as if you dont and the dispute is escalated to ebay then they will force the refund and you get a defect and pay the fees.

Wait and see what he does next

Dont refund until you have your item back if that is the way it goes

[fbirtw]

Agreed.

What if the buyer just physically returns it without doing any ebay actions?

[tressygirl]

If they just return it, you must ask them to open a case for a return in the Resolution Centre, and only refund fully through that, do not refund through Paypal, as that will give you a defect and you will pay a seller fee.

I would politely message them to say the item was posted on the immediate payment, eBay messages show no received messages, and the no returns policy you have, means you do not have to refund for a ' change of mind',.

[redwick1]

They must do it through the resolution centre and you must refund that way to make sure you get your fees back and no defect on your account.

Just wait and see what happens when they receive the item
Come back if you need more help

[fbirtw]

Surely I only issue a refund (if absolutely necessary) when I receive the item back?

[redwick1]

If you read my first post again where it says " Dont refund until you have your item back"

The buyer must open a returns request. You have NO returns on your listings so could refuse if they open that dispute
Problem is many would open a not as described dispute just to be able to return the item and that would be at your expense as you have to send a pre paid label for the return

Just wait and see what happens and if you get stuck come back then
All problems must be done through the resolution centre

[fbirtw]

Yes thanks - I did read your post. I took that advice in the context of him just sending it back physically rather than doing it properly through a case.

I was actually wondering what happens if they properly follow returns procedure rather (which I specifically asked about and you replied - thank you). I was wondering if ebay procedure actually forced me to refund before the user had returned my item to me.

With regards to the buyer changing the reason to NAD or similar, the user has already incriminated himself in the many messages that he's sent to me (literally stating "don't want it and can't use it as I've sold my PC" - the item is a USB microphone) - also accused me of lying in there too saying I ignored his cancel item messages (none received in email, spam or ebay messages - and nothing from ebay either) and didn't believe me with regards to the date of despatch until I proved otherwise. A real handful.

[redwick1]

Yes there is always one awkward customer

Just wait and see what he does next.

If they send the item back without a resolution centre dispute then don't refund until they do open one.
There is always the possibility that they refuse the item on arrival but that is in the future so just wait

[fbirtw]

OK so it has arrived with the buyer and he has immediately requested a return through ebay - I definitely havean option to decline a return on the case in line with my selected no returns policy when listing the item - but what are the ramifications if I do? Am I likely to get swindled out of the sale funds? He's starting to state he has 14 days by law and the bank will force a refund etc etc...

[redwick1]

It is a difficult one as you have a very awkward buyer here.
Whichever way you go you have a problem

On ebay if you have No returns on your item then and the buyer opens a "Returns REquest" and the item is as described then you can refuse.
The case should close automatically and the buyer can not open another one on ebay
The 14 days returns apply to businesses and not private sellers
He can still leave feedback but that would apply whichever way you go and you would have to deal with that if it happens.

Or you could accept it back
He would have to pay the return postage.
You refund in full when you get back.

If he fails on ebay he can still open a dispute on paypal if he stated Not as described and you would have to fight it
AT least on paypal there is no feedback or damage to your ebay account

As to his bank I am not sure what action they would take

[redwick1]

Just to add
Put them on your blocked bidders list
It does not take effect until you are out of the transaction with them but may save any problems in the future

https://pages.ebay.co.uk/services/buyandsell/biddermanagement.html

[fbirtw]

He's actually stated "Changed mind" on the case?

[redwick1]

There is no clear cut answer to your problem so just have to play it by ear or make the decisions you feel is best for you.
Changed his mind is a Returns request. They pay the return postage.
It will say REturns Request on the case

You can refuse if you wish
Or accept and refund once you have the item back.
At least he has had the decency to open the correct dispute
Many would have opened a not as described ( wrongly) just to get the postage back paid

[fbirtw]

All fair points.

However, if it's not cut and dry in terms of case resolution then I see no point in ebay offering the option of placing "Returns not accepted" on an item listing?

[redwick1]

That option is there and you can refuse to accept it back.
What I am saying is that what action you take is down to you to decide which way you want to go with the dispute.

You assess the problem and decide what you want to do

You can refuse and the case will close in your favour

Or you can accept the item back

What you are taking into account is what damage the buyer takes( even though it is there fault)

How you deal with it may influence what the buyer does if and when they leave feedback

You sound as if you want to refuse and you can.

They buyer may open a dispute in paypal and you would have to fight that one but that will not harm your account

[fbirtw]

nightmare - I refused to take it back (as was my right - if not the option wouldn't have been there on the ebay case) - now the buyer is attempting to claim the money via the bank and is insisting on me paying for the item's return to me and also invented a random 2 pound a day storage charge??? This person is crazy and I've half a mind to report them to the police

[*vyolla*]

How can the buyer claim money via the bank? That doesn't make sense.

They do sound bonkers.

[redwick1]

If they opened the dispute on ebay and it closed in your favour then they can not open another one.
They could as said in my previous posts try opening a dispute in paypal

If they did that it would have to be not as described which is wrong and you would have to fight it on paypal
On paypal they would have to pay the return postage
They can not charge you any storage. That is just rediculous.
If they have not opened any dispute in paypal or taken and actual action then dont have any conversations with them

Just wait and see if they take any actual actions and deal with it then
Come back if they do.

The police will not be interested in this matter.
I cant think what action the bank would take unless they tried a chargeback on paypal
That would be saying they did not recognise the payment or similar
If they did that then you put the tracking or code onto the paypal dispute and as long as it shows Delivered to the buyers address on paypal then it should close immeditately
You are right you have a nightmare buyer and they are very difficult to deal with.

[fbirtw]

OK - buyer has started to see sense and I am fed up with the whole thing. I also feared that I would get money taken off me and never see the item again so I agreed to a return via ebay messages. He's returned it back to me and now I need to refund. Question is, since we've been through the whole return requested/rejected loop - is he still able to cancel the purchase at his end so I can refund properly ?

[redwick1]

It should all have been done through an ebay dispute if you were going to accept the item back
I think I may have said that in my posts.
You can not do that now as once a case is closed ( the returns request) then you can not open another one on ebay.
You will have to refund through the original payment
You will have been charged by ebay for the final value fees and if you just refund through paypal then you will not get those fees back as refund should be made through any dispute.
He van not cancel the purchase at his end.
The proccess the buyer opens a dispute and the seller gets the item back and then refunds through the dispute
You should have stuck to the No returns

[fbirtw]

I suspected as much - lesson learnt. Thankfully a buyer like this only comes along every couple of years.

[redwick1]

They crop up now and again and you just have to deal with it.

Hopefully they will wont leave any feedback
Fingers crossed
It is so annoying when it is not your fault and nothing you can do to stop them causing so much hassle