Foreign returns and solution advice

[ercoupe99]

Hi,

I'm based in the UK, someone from Russia purchased a model off me on Jan 1st and it arrived today.  Two things, firstly, the model was damaged - there was damage in two places on this one model.  Secondly, I had sent the wrong blooming model.  The first mistake like this in the 3 years I've been selling (mostly in person or outside of eBay due to the high fees), and of course it's a parcel that went abroad.

I feel very bad, and seeing as how the model arrived damaged I'll be going too Royal Mail and hopefully sorting that out with them.  I want to sort this model out for this Russian chap though, obviously.  If I were to send him the correct model and tell him I don't want the other model back, can he carry on with his claim and get the money back as well as the 2 models?  Or will eBay, if I update the tracking and what not, go my way once the second parcel is delivered and give me the money back.  

Hope you can catch the drift of what I want to know.

Thanks,

Eathan

[john1297576 · Accepted solution]

"I don't want the other model back, can he carry on with his claim and get the money back as well as the 2 models"

Possibly. It is not a good idea for any buyer to close a case as it cannot be reopened. So if he closed it, then there is nothing to force either a refund or you sending the correct model. Buyer can only open one case per purchase.

While not ideal it would be best for him to open a Not As Described Case, you refund and he keeps the Model then you list the correct model for him to buy again.

Any other way relies on trust and honesty by Buyer & Seller. If for example you sent the correct model and buyer kept the case open, there is the risk of running out of time, and it too arrived damaged the whole thing would get very complicated. 

[ruby*tuesday]

Just ask him to open an Ebay Returns Case for Item Not as Described in the Resolution Centre. You have 3 Business days to Accept the Return and generate a Returns Label through the Case. Or you can just Refund him through the Case without having to Pay any Return Postage. Your Ebay Final Value Fees would then be Credited back to your Seller Account.

He could then Buy again if he wanted to.