Buyer wants a partial refund...

[vhairib123]

Hello wise eBay community...

I recently sold a boxed game that had several parts to it and instructions. I was left this item in a box and sold it as seen. I recieved a message from the buyer to say the set was incomplete as there was no book with it, apparently it comes with a book too. My listing did not mention a book and my photographs only showed the items I had. The buyer asked me for a partial refund so she could buy the book that normally comes with the set - I have said no, but have mentioned several times that she can return for a full refund including postage. I also offered to pay the additional charge for a courier uplift if she wasn't able to get to post office. She's become quite aggressive, stating that my listing is innacurate and she wants a refund. Where do I stand here? Will eBay make me refund without having the item back? I understand the buyer's frustration, but my listing was open and honest and only detailed the items that were in the box. Why should the buyer get that for a tiny sum AND a free book at my expense to complete the set?

Thank you if you've lasted to the end....

[*guinevere*]

You have done the right thing in insisting on a return for full refund,

She will have to open a NAD case and you'll have to send her a label but if she refuses to open a case there's nothing you can do and you won't have to refund.

However, in my opinion, if I bought a game I would probably expect it all to be there unless it was stated on the listing that it was not.

So I would definitely consider trying to come to an arrangement regarding a partial refund, if only to save myself the £3 plus you will have to pay for a label.

[vhairib123]

It was a tarot set type thing, with cards, a mat to put them on and a set of instructions. There was no mention on the box of a book with it, it was a genuine oversight on my part because I know nothing about tarot sets. But I photographed each individual thing. Thank you, duly noted.