Missing parts and pieces that were never there.....

[playingwithfireauctions]

I have a question, and as I'm surely not the only person here to have had to deal with this BS I'll hopefully get an answer

I sent an item to a buyer. Auction sale, no returns. I'm now dealing with a return because the buyer believes the delivery was missing parts and pieces. The parts and pieces he's referring to didn't form part of the sale, weren't mentioned in the listing, weren't shown in the photographs, and the buyer asked no questions, yet apparently if said buyer believes there are parts and pieces missing, despite the fact that they were never part of the sale, I have to accept a return. I've asked for a photograph of the missing parts and pieces (!) but so far no reply.

That's right - something that wasn't part of the sale but the buyer believes should have been is now grounds for a return.

And - Ebay have taken the buyer's side. The hallucinogen abusers have taken over the asylum.

Any advice?

[tressygirl]

You need to appeal the decision for the refund which you can do now as eBay have stepped in and refunded the buyer,  this explains the process.

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

Inform them politely and succinctly that the parts the buyer is stating are missing,  were not part of the original item's listing. 

I am presuming here whatever the item was,  it was listed as working,  and those parts missing were not necessary for this item to be working fully and correctly.

@playingwithfireauctions 

[playingwithfireauctions]

The item concerned was a component part of a larger assembly; active guitar pickups and their associated cables, which in practice would then be connected to a control pack, comprising other components (potentiometers, cable buss or switch, battery buss (if required), battery cable, battery and stereo jack) none of which were described or implied as being part of the listing

The items I sold are common listings on Ebay, pickups only, or in my case pickups with cables. Those familiar with active guitar pickup assemblies would know that other components would be required. 

There's obviously an issue with the buyer's understanding of what he was buying but he sought no clarification from me as to exactly what was included in the sale, however as Ebay have now informed me they no longer wish to discuss the matter and have closed the case I'm left with no choice but to appeal the refund.

Thanks for the heads up on the appeals process