How to deal with false return request.

[max1m1l1en]

Hi there,

A buyer has purchased an item from me but is now claiming it is defective.

I can see from the photos they have sent compared to mine that there is new damage to the item which they have not mentioned in their return request.

Their complaint is that the brakes are not as strong as expected. However they have purchased a caliper brake bike, not a hydraulic disc brake bike, so it cannot be expected to perform in the same way. The bike was tested and working correctly before sale.

The bike was sent disassembled and required reassembly on delivery. The brake cable has not been retightened after reassembly, which is the cause of the reduced braking performance. This is user error and not a product fault.

As this appears to be a false return request and the item now has new damage which I have photo evidence of, I would like to understand my options. eBay currently only shows the option to accept the return or offer a partial refund.

I have reached out to the buyer to resolve the issue but have not yet received a response.

Many thanks.

[jckl1957]

The Ebay Money Back Guarantee will protect your buyer here.

Even if you speak to Ebay, they will advise you to arrange for the item to be returned and refund the buyer when you get it back.

If you don't respond to the case, the buyer will be able to ask Ebay to step in and they may refund the buyer from your funds without needing them to return the bike.

[max1m1l1en]

Thanks for your response.

Does the eBay money back guarantee still apply when the buyer has damaged the item ? I have photo proof of this.

What protection does the seller have against buyers abusing the returns process? I would have thought the case would be escalated and eBay would consider any evidence provided?

[tobiasd4]

Private sellers cannot deduct any money on refund.

You can try to appeal after return and refund, but few are granted.

TBH. Listing did not say bike would be disassembled, so buyer would expect it to be complete and not need brakes adjusting.

[jckl1957]

You could have damaged the bike as you dismantled and packed it or it could have been damaged in transit.

Ebay don't have the facility to examine and compare photos.

Sellers have very little protection against buyers who may choose to abuse the returns process.

You can ask Ebay to intervene on your behalf in an open case.  See the link below.

However, personally, I never suggest sellers do this because Ebay may tell the buyer to keep the item and you will have to refund them.

https://www.ebay.co.uk/help/selling/managing-returns-refunds/ask-ebay-step-help-sellers?id=4702