Seller returns

[dirkpitt28]

What can I do as a seller when I sold an item a campervan fridge it was brand new condition in manufacturers packaging and 2 weeks later after they received this that are saying it is damaged and don't have any of the packaging and I think they tried to fit it and damaged it. they are saying it was damaged in transit my shipper wants photos of the packaging they don't have it  this item was 600 pounds.  Now they have brought up that the manufacturers stock photos show an air vent on the side that isn't there on the one I shipped  now according to eBay I'm going to have to pay for collection and return there money is there no protection for the seller on eBay can they just do this

[tommystrezures]

On the pictures you had on your original listing there is an air vent to lower left on pictures one and two. Are you saying that the item you sent didn't have these or the seller is potentially trying it on?

As you are a private seller was the item sent with Simple Delivery? If not did you upload the tracking details via a message to the buyer etc. I ask as this is important. If the item was sent with Simple Delivery then ebay will be responsible for any "damage" in transit as they have the contract with DHL, RM, Evri etc they issue you the labels.

Has the seller opened a case? - If so what type?

Is the seller haggling for a part refund?

Have they sent pictures of the damage?

We always suggest that if you want the item back you have to accept a return, as if you don't issue a returns label the buyer could end up keeping the money and also getting a refund, so be careful in what you do. However the buyer will need to ensure the item is securely packed, as I presume like any fridge it will have gas in it etc?

We could just do with a bit more meat on the bone so to speak to give you more accurate advice.

[red_magpie]

they have brought up that the manufacturers stock photos show an air vent on the side that isn't there on the one I shipped

As you used a manufacturer's stock photo I doubt whether this will make any difference. There can always be small variations in specification.

The issue here will be where the damage occurred. We often hear from sellers who allege that buyers have returned items that they have damaged themselves. Unfortunately for sellers, eBay decides disputes without even seeing the item concerned and its default seems to be to give the benefit of the doubt to the buyer, and require the seller to refund them.

Your best hope lies in the buyer's apparent statement that the damage was caused in delivery. Did they also state this in the case opened with eBay?

This is why it's so important, as tommystrezures has already asked, whether you sent it using eBay's simple delivery? If so, eBay should be responsible for any refund for damage in transit. If not, you will be responsible - and since the original packaging is no longer available for inspection you may have an uphill battle in claiming compensation from the carrier.

[dirkpitt28]

Thankyou for taking the time to reply
I organised the delivery with royal mail and paid extra to make sure it was
covered and up loaded tracking i paid for 24hr but it took 48hr. I also
uploaded stock pictures from the manufacturer it would seam some of these
fridges come with vents in the side it's an extra you can buy I didn't
realise this I just down loaded stock pictures as the items code matched
the pictures they are now using this to argue with. After having it for 2
weeks and refuse to send any pictures of the packaging which was brand new
as manufacturer's packaging with nylon straps they won't reply to me asking
if they have a pallet and shrinkwrap as I may have to pay for pallet
delivery to include the cost of a pallet and wrapping this will cost a
Futher 98 pounds
I don't know how I resolve this as there doesn't seem to be an avenue
available to put my case across
Thankyou for your taking the time
Jamie

[dirkpitt28]

Originally the discussion was about how great it was but was damaged, now
they have seen that eBay tends to side with the buyer when the pictures are
not exactly as received and have opened a return on this basis eBay has
not intervened yet