Buyer has requested a return after altering the product

[ramayana_bella]

Hello,

I am a private seller and I usually accept returns without any problems or comments.

However, I sold a George Foreman used grill, but in very good condition. I cleaned it thoroughly, without any liquids dripping inside. I have taken pictures with the item on - and the light was indicating that the item was actually "on" (please see picture attached). The grill was heating quickly and effectively just before packing it. The item was protected with bubble wrap, then placed into its original box, the box protected with trimmed cardboard and everything packed in another box.

The buyer has returned the item already, then emailed me, saying: "Good morning I have received the george formen this morning but for some reason it's not working.i have changed the fuse but still not working many thanks". I am not happy to agree to a full refund, because the item was altered/ fiddled with, and I know for sure that it was working before I sent it. The buyer has replied to my email: "We did not alter anything we just changed the fuse".

Any advice how I should handle this?

Thank you.

[tressygirl · Accepted solution]

If a case for item not as described is opened, you will have to accept the case within 3 days.  Cases are all automated no point challenging it at that point.

If you want the item back,  pay for a fully tracked return postage,  and only refund through those case details,  when the item is back with you.  You will have 48 hours to do so.

Stick within those timelines,  and your seller performance will not be affected.

If you think the refund was unjustly granted,  and the buyer has abused eBay's 30 day MBG,  Money Back Guarantee policy,  you can appeal the decision.  I won't lie, it's not always easy,  and does favour the buyer in most cases. 

This explains the appeal process:

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@ramayana_bella 

[plum993]

Best to send a return label and refund when you get the grill back.

Ebay have no way of seeing who is right or wrong in most cases, but usually go in the buyers favour, and can refund the buyer on your behalf if you refuse and place a defect on your account to.

[ramayana_bella]

Thank you both for your advice.

What about this:

(from the eBay's policy)

How to handle a return request as a seller

"What to do if an item is returned used or damaged"

"Once you receive the item back, you need to refund the buyer. However, if the item has been used, altered or damaged, it may be appropriate to deduct an amount from the buyer's refund to cover the loss in the item's value."

[plum993]

Yes you could try a part refund once the item is returned if it isn't in the same condition as sent

[plpmr]

Reduced refunds are only for business sellers or any seller who offers free returns.

doubtful is changing a fuse would count as altering the item.

[ramayana_bella]

Thank you all for your advice. I have received the item back and fully refunded the buyer.

Kind Regards,

RG