Refund a damaged item

[stripypantsapple]

Hi ,  is it true that as a seller I have to refund the buyer if THEY have damaged an item?       I sold a vintage leather 80yr old cheque book wallet and the buyer said it smelled of tobacco so instead of sending it back to me he emersed it in water in his bathroom sink,   he sent me pics of what he had done.   I don't want to refund and I carnt resell the item, its clearly damaged/ not in the condition I sent it.   I never thought I'd have to refund or partial refund because the proof is there that he damaged the item himself ?  

[john1297576]

Unless buyer opens a Not as described case, you do not need to do anything.

If he does then it is up to you to respond and on return refund. THEN you can report to ebay for abuse of the return system.

Failure to respond to a case will only lead to ebay refunding at your expense, and you get a defect.

Unfair as it is that is the way it works.

[*vyolla*]

Let your buyer know that leather should never be immersed in water, it's extremely damaging to it,  and it's unfortunate that they've done this because now you're unable to accept a return.

Pop back if they open one. 

[stripypantsapple]

Hi,  the buyer opened a " arrived damaged "  case which is a lie . While the packaging was damaged he himself said the actual item was "  in one piece"   

[stripypantsapple]

Hi,  yes I did let him know this and exclaimed my shock.  He then said he was claiming because of my rudeness.    When I rang and spoke to an agent they insisted I had to accept the returned item and also refund him or it would go badly for myself as a seller.     I carnt resell or do anything with this item once its returned.    

[*vyolla*]

If the buyer opened an eBay return and selected  'Arrived Damaged' and you used an eBay Simple Delivery label then eBay are responsible for the refund.

Was it a Simple Delivery label?

[stripypantsapple]

Hi,  no I didn't.     I'm still getting used to the new changes plus i like to avoid where I can sending items via evri .   

[*vyolla*]

The only wallet I can see that you've sold was around the £5 mark, is that the one?

Your only option here is to accept the return and issue a returns label and then, when you get your wallet back and before refunding, is to report that you've received a damaged item back (there'll be an option in the returns case once tracking updates to show you have your item back).

[*guinevere*]

Politely inform your buyer that because of them immersing the leather item in water, damaging it beyond repair, you cannot accept a return because, according to ebay's rules, the item must be in the same condition as when received.

If your buyer ignores this and returns it anyway, when you get it back you should report the buyer and keep all messages especially the ones where he has admitted to putting it in water, so you have proof.

Please come back and let us know what happens.

[stripypantsapple]

That's possibly the one yes.   It's very old but it's the principle of the whole issue.   I've done all that and am waiting to receive the item back.  The advisers I spoke to told Me straight I had to refund him whether its damaged or not and that's how it works.   

[stripypantsapple]

Hi,  yes I've done all this and explained It all to the advisers.   They had no sympathy whatsoever.   I didn't want to send a  return label or accept a return but that was the only option available besides just giving him a refund.  Thankyou I will.   

[jckl1957]

As soon as the buyer started a return case, the clock started ticking for you to respond.

If you don't respond by supplying a label or refunding the buyer by the date shown on the case, they can ask Ebay to step in.

If they do, Ebay will refund the buyer from your funds and you will have a defect on your selling account.

This is what I would do in your position.

Contact Ebay Customer services once more.  Tell them that the buyer has opened a return even though they freely admit immersing a vintage leather item in water and ruining it.

If they still insist you must deal with the return, I would simply refund the buyer without requiring a return.  At least that would be the end of it and you won't get a defect on your account.  I do realise this is not fair and means a financial loss for you but that is the reality of selling on Ebay.

I would block the buyer.

[stripypantsapple]

Hi,  I did respond by sending the label .    I'm going to wait until I receive the item back then contact the agents again as one last attempt for them to see my side.   They do use their discretion In some cases to side with the seller.     It's the principle of this whole thing.   Its giving free rein to anybody buying an item ,   destroying it then being able to freely get a refund.    Its so wrong on every level.   Ebay desperately Need to change their policies.    Thank god the majority of buyers are decent.