Buyer Collection & Return

[atlast20]

, August 30th I sold a chair, on behalf of a friend, the buyer made an offer which I accepted. I messaged her with the collection details and she confirmed that she would collect that weekend.She then tried to cancel the transaction a couple of days later with the reason” wrong payment information- not sure what that meant as the money was in my account, I refused that, she then tried to cancel again saying, she just didn’t like it-I refused that one as well. She was supposed to collect on Friday evening, she didn’t turn up and didn’t message. My friend and I then went on holiday for a week, buyer was aware we were unavailable that week. I phoned eBay to ask what we should do and was advised that they would give her a nudge and if she still didn’t collect they would cancel and refund her.Three weeks later she contacted us to say she could collect, after a few false attempts she turned up, with a friend , inspected the chair and took it last Thursday. She has now messaged my friend to say she has to return as the chair smells of dog, my friends house smells of dog-it doesn’t ,the chair was listed as new other- never used, no packaging, which was absolutely correct, where don’t stand with this?

[*vyolla*]

Never refuse a cancellation request. It was a bad move to not accept the cancellation and simply refund, because now you need to accept the return and find a way to pay for it, and then report your buyer for abusing eBay's returns system (but all this will do is log your complaint, it won't affect the outcome of the return).

[atlast20]

Why can’t I  refuse a cancellation request if I have that option?

[*vyolla*]

You can, but this is the potential result with a reluctant buyer - they often open a not as described return and then the seller must arrange and pay for the return and issue a full refund. If they don't, eBay may refund and let the buyer keep the item.

[tobiasd4]

You are unlikely to win case now, either refund buyer or arrange collection of item.

Also beware that you are trading illegally as unregistered business, too many new new items to be genuine private seller. You are now on ebay radar.

https://www.ebay.co.uk/help/policies/selling-policies/business-seller-policy?id=4710

[*vyolla*]

I've just checked your completed items, that's an expensive chair. You need to tread carefully here.

Has the buyer opened an eBay return yet?

[atlast20]

Hi, yes the chair was expensive when new, around £800 I believe, I was selling this as a favour to a friend, I wish I hadn’t bothered, it’s been so much aggravation, I’ve been stuck between a rock and a hard place, why do I need to tread carefully? She has only contacted my friend, not me, there is no return opened as yet

[atlast20]

Thanks for the advice, I have looked into becoming a business seller, it’s a lot to get my head around. 

[papso22]

How can she have contacted your friend when your account sold the chair?

The reason you need to tread carefully is because if she opens a case against you, you could end up refunding without getting the chair back.

[atlast20]

Aaah, Ok, I see

[*vyolla*]

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@atlast20 wrote:

Hi, yes the chair was expensive when new, around £800 I believe, I was selling this as a favour to a friend, I wish I hadn’t bothered, it’s been so much aggravation, I’ve been stuck between a rock and a hard place, why do I need to tread carefully? She has only contacted my friend, not me, there is no return opened as yet

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I feel for you, this is why I won't sell on behalf of friends. As explained by @papso22  the chair was listed on your account, so any claim will be against your account and any refund will be taken from you.

I guess there's always a chance that the buyer has decided that they simply don't like the chair after all and realised that they just should've not collected and got a refund that route, so have contacted your friend in order to try and get their money back. Unless they open an eBay return claim against you then I don't think there's anywhere you can go with this right now, it's just a matter of sitting tight and seeing what develops. 

[atlast20]

I won’t be doing it again-trust me, not so bothered bout the money, I have explained to my friend that if I have to refund she will have to pay the money back and she’s fine with that and I agree about the buyer changing her mind, a bit rude to say the chair and my friends house smells! I was under the 8mpression that if a buyer changes their mind then I don’t have to refund but  if they say it doesn’t work or defective then I do have to, but I may have got that wrong so happy to be corrected.I will wait to see what happens- thanks for your help

[red_magpie]

why do I need to tread carefully?

Because selling it for a friend makes no difference. You were the seller and must be careful to comply with eBay's procedures exactly or you could be seriously out of pocket.

If the buyer makes a seccessful case for a refund through eBay it's your account it will be charged to. Plus you will need to pay the return postage or delivery.

If you don't comply with whatever eBay requires you to do, they will enforce the refund at your expense and not require the chair to be returned.

I hope that your friend understands all this, and is willing to refund you for any loss you incur.

[atlast20]

Hi, thanks for the advice, yes, I have discussed it with my friend and she is quite happy to pay the money back, I have always understood that this would reflect on my account, I think what that comment meant was that if she goes to eBay they will probably refund her and allow her to keep the chair, hopefully it won’t come to that