Buyer problem

[tracyb8399]

Hello I dont know what I am doing or how I get this item returned to me as I have no address from buyer for it to be picked up. The item was perfect until picked up by an elderly gentleman in a small car full of tools and rubbish, he tried dragging it to his car,I had to stop him as it would damage it, couldn't lift it to get it into the car, forced it through a back hatch pushed it forward and rested it on top of rusty tools, which probably displaced the running belt and caused what looks like damage to the belt which can be adjusted at the end with an Allen key, the buyer knew it had been stored, he was supposed to pick it up the day after but rung to say someone was on the way for it, I had told him I would arrange for him to see it working he said it didn't matter, I emailed after the pick up to say I wasn't happy with the way it was picked up and I also rung the buyer twice told him the state of the car and that it was not my fault if any damage, again he said not to worry, he understood, the fluff was probably from storage as it had been stored near a wool rug. The guy Brian who picked it up was in a rush and said he didn't even want to pick it up as he had been emptying his lock up all day hence all the tools and a full car. he even said himself he didn't have room for it, so has his courier ( Brian) got insurance to carry goods and if he has could the buyer send me a copy so I can claim for the damage caused by being rested on top of tools and being dragged on the path, Brian told me he does a lot of work for the family so I am assuming there will be insurance for carrying goods.

This is a report I have sent for a treadmil i sold due to buying for my mother who had a stroke, but she couldn't use it, so was literally brand new, it now according to the buyer is damaged it was not damaged before being picked up.

[*vyolla*]

Has your buyer opened an eBay return?

If so, you need to reply in the return case make it clear that the courier he sent to pick it up said he was in a rush and everything else you've put up there in your opening post (keep it simple though).

Pop back here when he replies.

[tracyb8399]

I have just checked the ring camera mainly to show the car but it's behind mine but Brian quite clearly says they are a family of messers.   I don't understand it, no way of replying, yes he's opened a returns I rung the day he did this and was told it would be in my favour and didn't need to do anything else so didn't, this morning it's been escalated so rung again and she said the opposite so they are going to listen to the recording, I have used the report buyer and put in what I put on here, I have asked the buyer for the couriers insurance to claim for the damage, he has said it was correctly and safely picked up, which is a blatant lie, I emailed to say it wasnt  as soon as Brian left with it and told the buyer I wasnt happy and also rung him, the email is in messaged between us so hopefully ebay will take this into account from my side Idon't know what else to do. Surely if he wasnt picking it up himself he should have had it picked up properly.

Thanks Tracey

Thanks Tracey

[61stephenuk]

There wont be any courier insurance and even if there were you couldn't claim as you never arranged the collection.

You must reply in the case and state that as the buyer did not collect the item in person but used a third party they are not covered by the eBay Moneyback Guarantee.

https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-poli...

If eBay decide in the buyers favour you would have to refund and arrange to collect the item but you should appeal quoting the above policy 

[jckl1957]

As advised, the buyer is not covered by the Money Back Guarantee if they use a third party (a courier) to collect the item.

Don't let this slide.

Do contact Ebay again.

Remind them of their own terms and conditions - NO cover if the item is collected by a third party - see the link from @61stephenuk 

Ask them to close the case in your favour. Be firm, polite and (above all) persistent.

[tracyb8399]

Hi i have just rung them citing the policy and he explained to get it back to me, then ring again for seller protection and it will go in my favour, I really dont know what I am doing, I honestly dont think i will ever sell anything again on ebay this has been a nightmare.

[tracyb8399]

I  have just rang ebay again and they have advised me to accept it back send them a copy of the pick up label and then ring then with a copy, once received back ring them again, and this will trigger the seller protection,  this has been a nightmare, it's put me off using ebay ever again.

[jckl1957]

Personally, I would not provide a label.

That is what you have to do if you accept the return but, in my opinion, the buyer does not have the right to return because they used a courier.

I can see that you sold the item for £200 so that is a lot of money for anybody to lose so you may not take my advice - as always it is based on what I would do.

First of all, I would contact Ebay one more time. Use the link below to get a callback in the morning when you are most likely to be talking to Dublin. Reiterate that the buyer sent a courier and that they are not therefore covered by the Ebay Money Back Guarantee and you should not be pressured into accepting the return request or providing a label.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

I would also send a message to the buyer.  Point out to them that they are not covered by the Money Back Guarantee because they sent a third party to collect their item - send them this link which shows exclusions to the Money Back Guarantee:

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

If you are advised by Ebay again to accept the return and provide a label -

If you don't accept the return and don't provide a label, in the worst case scanario, the buyer can ask Ebay to step in.  Ebay may tell the buyer they don't need to return the item and they will give them a full refund - which you will pay for.

Then, you would have to appeal Ebay's decision.  You could lose the item and your money.

However, as it stands, if you accept the return you will be responsible for getting the item back, you will receive an item which is now damaged and can't be sold and you will have to give the buyer all their money back.

[tracyb8399]

Hi I will try again in the morning,he has been so bad to deal with wouldn't give me his address, then has told me I have to inform him before courier comes to pick it up, refused to wrap it , so will have to use  a box delivery company which won't be cheap, ebay have said they can see through messages I have been helpful and they can see how he has behaved,  they know I wasn't happy with the courier and told him that I wasn't happy with the way the man handled it, within a few minutes of it being picked up, I explained  it had no damage at all , it was literally brand new, explained how the guy who picked it up picked it up in a car full of rubbish and tools, tried dragging it to the car, so surely it's not my fault . They said they could see I offered for him to come and look at it working before buying ect ect, explained the foot plate can be altered.

Thanks for your help fingers crossed I get more understanding tomorrow. 

[papso22]

You just have to show them the evidence that it wasn't the actual buyer who collected it, and that this means they are not covered by the money back guarantee.

The rest will just confuse and muddy things and make it sound like you are arguing about the claim itself.  You can't argue about a claim validly made under the money back guarantee. 

[tracyb8399]

Hello they know he's used a third party, he sent evidence himself, this is what I dont understand, I have put a call back in again see what happens today.

Thanks

[tracyb8399]

Hello I have had a call back this morning and they are escalating it due to using a third party courier, which invalidates his buyer protection, the lady I spoke to is going to ring me back when it's gone through, I hope this is the end of it now, could not sleep last night. I  think my 21 yrs with ebay is over after this, it's been a nightmare, the fact the damage caused was by his courier guy/ friend and he's tried blaming me even though luckily I emailed him through ebay to say I wasn't happy with who he sent about how he handled the treadmil, which was literally brand new He's trying to say the treamil foot plate is damaged, this is the only picture I have of it.

Thanks everyone for your help, 

[tracyb8399]

This is the only picture I have he's trying to say the footplate is damaged, which I know it wasn't, I bought it for my mum who had a stroke but she couldn't physically use it, so it was folded up and left in the corner and stored, it must have got displaced during transit and the way it was rested ontop of tools, I explained to use the Allen key and it will  centre it again, no phone call yet just want this to be over now.

Tracey

[tracyb8399]

He's now messaging me saying if I dont do a returns label via ebay he will get his money back, I can't do one on ebay I asked, I have to get my own .

[jckl1957]

Ignore any further messages.

I hope Ebay find in your favour.

Do come back and let us know what happens.

[tracyb8399]

Omg I am so fed up of this, they have told me either get it back and report any damage or wait until the 29th and ring up with my complaint after the 5 day case hold, I said I have rung about this now 10 times , first time was told not to do anything since then I have had different advice from every one I have spoken to, I have asked for all calls to be listened as in my eyes no one seems to know what they are doing. Argĥhhhhh

[tracyb8399]

Finally sorted it has been closed due to third party courier, my god I can't believe how stressful this has been. Thanks for all your help, as I wouldn't have known what to do in this case having never being in this position before.

Tracey

[papso22]

Thank you for letting us know it's sorted. 

[jckl1957]

That is really good news.

Well done you for being resilient and persistent - although Ebay should have been more helpful from the outset.

[tracyb8399]

I know finally , I got a message this morning saying buyer had sent his address and I needed to send in a copy of return labels, so was shocked after that, then 10 minutes later got case closed message, confusing time, it's done now and again thank you all for your help.

Tracey