Laptops

[m-azizi-group]

Dear eBay,

I would like to escalate this matter as I have not yet received my laptop. The buyer claimed that the laptop was damaged, but this is not true. The laptop was brand new and in perfect condition when it was sold. I believe this buyer is fraudulent. If the laptop was indeed damaged, why hasn’t he returned it yet? I only charged him £50 because he claimed it was damaged, but I refunded him the rest of his money, and I expected to receive the laptop back.

It is unacceptable that he kept both the laptop and the money. This buyer should be blocked. 

I urge eBay to pay full attention to this issue as you are responsible for verifying and investigating such cases. I would like to open a claim with eBay and request either a full refund or the return of my laptop.

My laptop is valued at £1,000. I have tried to contact him, but he has not responded to my messages.

Thank you for your attention to this matter.

Sincerely,  

[john1297576]

NEVER REFUND UNTIL ITEM IS RETURNED.

Once you refund there is no incentive for buyer to return, and in fact any case opened would be closed.

When a case is opened you must follow ebay procedure/instructions to the letter, as there is now nothing you can do through ebay.

[*vyolla*]

There is no claim that you can open with eBay.

When a buyer claims that the item they've received isn't as described, they should open an eBay return, and the seller can then offer a partial refund via the return case or supply a pre-paid returns label,  the buyer then chooses from those two options.

If the buyer accepts a partial refund via the returns case, the case then closes.

If the buyer selects to return the item, the seller issues a pre-paid label, and they refund once they've received their item back and have examined it.

If a seller refunds outside of this process or doesn't issue a returns label and the buyer is refunded, eBay no longer have any further involvement, and it's between the buyer and seller outside of eBay.

[jckl1957]

Reading this in your post,

' I only charged him £50 because he claimed it was damaged, but I refunded him the rest of his money, and I expected to receive the laptop back.'

Did you give the buyer a partial refund?

If you did, and you still kept £50 of the buyer's money, then they are allowed to keep the laptop.

We are trying to work out what happened but I guess:

The buyer started a return/opened a claim to say the laptop was damaged

You refunded them most of their money, apart from £50.  You didn't supply a label but expected to get the laptop back.

The case closed when the buyer accepted the money.  As it was a partial refund and there was no label to return the laptop, they kept it.

[red_magpie]

I refunded him the rest of his money, and I expected to receive the laptop back.

That was a big mistake. eBay requires the seller to send the buy a prepaid return label, and no refund should be issued until the item is tracked as returned.

As you have jumped the gun by already refunding the buyer eBay will have no further interest now. 

There is no form of seller protection to cover this, so if the buyer won't return it the only option open to you is to use the small claims court. I would suggest that you take legal advice first, or perhaps start by consulting Citizens Advice.