Buyer wants to return bike after 2 weeks

[adriangh100]

I sold a mountain bike advertised as good condition, few minor scratches and squeeky brakes.

After 2 weeks buyer is saying the lockout on the front suspension does not work.

To be honest this is not something I ever used so it could be true, or could not be. Even if they are correct I would still say the description is correct and the bike is in good condition. I didn't say it was perfect. 

They have now apparently taken it to a bike shop who removed a cable for that connects to a button on the handlebar to set the lockout, as they say it was not doing anything. 

Now buyer opened a return and I messaged to say they could drop it back for a refund, as it seems eBay leaves little other option. 

Buyer says they will return the bike in approx 9 days. 

My question as I basically going to be forced to fully refund, even though they have now done some work on the bike that means they are not returning it exactly the same. How do I know they didn't damage the bike and now just using ebay system to get a refund... 

Thanks 

[tressygirl]

You can politely send the buyer a message that as the bike has been worked on to change it and this breaks eBay's 30 day MBG,  Money Back Guarantee policy as items do have to be sent back in the same condition as sent out.

It's a difficult one , you do say the brakes were not tested , and can appreciate this is a most important part of the bike,  so the buyer may win a case of item not as described explaining this had to be examined to find a fault.

As said difficult one but, if they open a case for item not as described,  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

They of course always have their payment provider to turn to,  too.

@adriangh100 

[adriangh100]

Thanks. I have accepted the return and buyer has agreed to return the bike next week, so I hope that ebay will allow the item to be returned before issuing a refund.  I am not using a courier, when buyer offered to bring it back. 

The brakes were not an issue, they work OK. 

The item the buyer found that didn't work is not an essential part /function of the bike.. 

I'll guess I'll see if they stick to the arrangement to return it and then I'll see what condition it is in

Thanks 

[tressygirl]

I think you have selected the best option here. 

Apologies for saying the brakes were faulty, not enough coffee this morn!  I mis read your clear opening post , that they were just squeaky, but suspension at fault?

Whatever the reason receive it back, issue the refund, get the bike fully checked and repaired if necessary to be in full working order and resell it!  

@adriangh100