Buyer problem…

[pcj-sales]

Hi,

Bit of a vent really but sensible opinions/advice appreciated.

Recently sold a Mac laptop to a buyer who is originally from Ghana & English isn’t their first language.
I reduced the price by £15 from £125 to £110 (cheeky buyer requested £25 reduction…!)

Charged fully & was working fine immediately prior to packing).

Buyer later sent photo showing green (full charge) light on charger but laptop wouldn’t switch on. I explained what to do & maybe get someone who knows about Macs to show them; no reply.

Today, I get a return request stating item is not as described.

I genuinely believe they have done something to cause it to stop working & now want their money back while sending me a broken laptop.

I already reduced the price & am out of pocket for postage, packing & fuel take to Post Office, not to mention eBay’s (ahem) ‘promotion fee’. 
I’d like to decline the return (as stated in listing) but, of course, eBay doesn’t offer that option & likely won’t release my funds.

I’m even happy to offer a partial refund so they can take the laptop to a computer shop so they can show them how to power it up but I don’t really see why I should.

[tressygirl]

You can certainly offer a partial refund, but this has to be agreed by both parties,  and eBay cannot enforce this.  If a case has been opened they need to close this case first if they agree to a partial refund.

Otherwise,  as a case  for item not as described has been opened,  it's all automatic, no point challenging it at that point with no human contact.

You need to accept it within 3 days,  pay for that fully tracked return postage if you want your item back first,  do not refund until it's back with you,  you then have 48 hours to fully refund.

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

Then,  if you wish , you can appeal the decision for the refund.  Link below explains the process.

I won't lie,  it's not easy,  as eBay do not see the item in question so not easy to judge who is telling the truth, and they do usually,  believe the buyer.

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

@pcj-sales 

[pcj-sales]

Hi Tressygirl,

Many thanks for your reply & info.

I have actually also reported them because, after reading through eBay’s guidelines, they shouldn’t have asked for a discount. Might not make difference but felt worth a try!

Thanks again!

Paul