Buyer complaint

[vz7z7l]

I sold an item for £90 on 6 Feb. The buyer contacted me to complain about the item. I replied that I would give a full refund if they return the item. Since then I have received no further messages and the item has not been returned. The £90 is still on my account in anticipation of a refund. Should I just assume that the complaint wasn't serious enough to return the item, and I should take the £90?

[**peaseblossom**]

Buyers have 30 days from date of delivery to open a return on ebay so I would allow that length of time before assuming they are not returning the item.

[tobiasd4]

Did buyer open case? 

If they opened item not as described case, you have to issue returns label within 3 days or they can escalate to ebay. 

If it was just a message, then do nothing.

[red_magpie · Accepted solution]

Should I just assume that the complaint wasn't serious enough .....

No, this would be unwise. Buyers "complaining" to you means nothing. Don't even think about refunding them privately. Buyers pay eBay, not the seller, so all refunds need to be requested and paid through eBay. If they open a case under eBay's money back guarantee the amount in your account will be frozen and you will be required to send the buyer a prepaid return label if you want the item back.

eBay never sees the item concerned and almost invariably takes the buyer's word for faults. As eBay recently started charging buyers for this protection I imagine they will be even more anxious to meet their concerns.

Just accept the case. eBay will take the money from your account and repay the buyer when the item is tracked as returned.

[vz7z7l]

The parcel was opened and the item was examined.