eBay

henrykaoutlet · ‎05-03-2025

Hi,

I have a customer who has a faulty item and they now want a refund. I have offered a replacement but they are standing firm on wanting a full refund. I explained that as it's from over 6 months ago that I can't process a refund and she can't open a case with Ebay.

The customer is still chasing and I have offered to refund via Paypal (she doesn't have paypal). I'm not sure where to go with it now.

Any ideas?

Thank you 🙂

**peaseblossom** · ‎05-03-2025

You don't have to offer her anything. It's long past the time she was due a refund or replacement. She's refused what you did offer so I'd leave it at that. You don't have to reply to her again.

*vyolla* · ‎05-03-2025

You don't need to offer a refund or a replacement after 6 months.

Do make sure that you block them from buying from you again though:

https://www.ebay.co.uk/help/selling/resolving-buyer-issues/blocking-buyer-ebay?id=4082&st=3&pos=2&qu...

henrykaoutlet · ‎05-03-2025

Thank you for your response. As I didn't want her to leave me negative feedback I offered a replacement or a refund. She took the refund (obviously) before I realised how long it had actually been. She has in fact already had a replacement as she wasn't happy with the item initially. She then told me she dropped it on the stairs and the stone fell out-I've seen photos to show this.

She is sending me messages DAILY and I'm trying to be helpful but my last offer now is an exchange or nothing. I've said that I can't offer a refund at this late stage.

tressygirl · ‎05-03-2025

You do not have to make any refunds or replacements through eBay.

As a seller a case for an item not as described can be opened within 30 days of the item's last estimated date for delivery. Your buyer has gone way past that date.

Send a polite message to explain she has exceeded eBay's 30 day MBG, Money Back Guarantee policy and eBay do not offer any further guarantees past this time.

They may also be out of time to claim with their payment provider.

@henrykaoutlet

**peaseblossom** · ‎05-03-2025

If you put her on your blocked bidder list you can also block her ebay messages. Hopefully it's been long enough as you can't block messages if transaction is recent. So add her ID here:

https://www.ebay.co.uk/bmgt/BuyerBlock?

and then tick "Don't allow blocked buyers to contact me" at the bottom of Buyer Rules on here:

https://www.ebay.co.uk/bmgt/buyerrequirements

and submit.

red_magpie · ‎05-03-2025

eBay's 30 day money back guarantee has long expired for this purchase, but congratulations for accepting that your responsibilities as a business seller don't end after 30 days. All too many sellers here don't want to know about after-sales support.

It isn't for us to suggest what actions your buyer's statutory consumer rights require you to take, but if you have agreed to refund the buyer you will need to send it some other way than through eBay.