Seller wants refund on item he has damaged .

[brite200]

Sold a brand new Blink Video 2 Doorbell last week .Buyer  left positive feedback item excellent as described ,well packaged and very happy with purchase would buy from seller again  .Now today buyer  wants a refund and has opened a return saying the item was dirty damaged full of scratches (picture he has sent via messages looks like it has been rubbed hard against wall camera lens body is covered in  scratches ).

Couldn't even sell item as used now it is so  badly scratched 😞

.Should i refund buyer or wait until ebay resolves issue ,would i be able to claim for malicious damage seller has done to a brand new item to justify a free return refund .?|

Thankyou 

[tobiasd4]

If buyer opened item not as described case, issue returns label and refund in full on return. 

If you let ebay decide, you will lose. 

Had you correctly been registered as a business, you may have been able to deduct some money.

https://www.ebay.co.uk/help/policies/selling-policies/business-seller-policy?id=4710

[brite200]

Thankyou, will issue refund

Sent from Outlook for Android<>

[brite200]

Hi, would I be able to claim for damaged item when buyer sends it back?

[**peaseblossom**]

If the buyer is saying it happened in transit if he opens a return using "item damaged" as the reason ebay will issue refund and you keep the payment (assuming Simple Delivery was used).   Feedback can be left by mistake.

[brite200]

Hi Buyer is claiming  "Not as described"

Buyer  has said I sent him a  scratched Blink video. doorbell.  Doorbell was brand new. 

Thanks 

[brite200]

This is the damage buyer gas done to Ring doorbell completely scratched and deep scratch on camera lens 😡

[john1297576]

Only refund after you have received back, then if appropriate report buyer to ebay. They will not do anything, but it will get on file if buyer pulls the same trick again.

Add to blocked bidders list.

[papso22]

That's probably their old doorbell.

[brite200]

Type error Blink doorbell 2 

[brite200]

Do you recommend refunding buyer before ebay decides outcome ( Say ebay always favours the buyer) . Buyer left me  good feedback  " Item as described well packaged happy with purchase.  but changed his mind, claiming item arrived badly damaged.. 

[tobiasd4]

Feedback is ignored, buyer could have left it for wrong seller. 

If you wait for buyer to escalate to ebay, you may have to refund without return. 

If you don't want item back, refund without paying for postage label. 

[*vyolla* · Accepted solution]

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@brite200 wrote:

Do you recommend refunding buyer before ebay decides outcome ( Say ebay always favours the buyer) . Buyer left me  good feedback  " Item as described well packaged happy with purchase.  but changed his mind, claiming item arrived badly damaged.. 

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No, you need to accept the item back if he's opened an eBay return. If you refund then he gets to keep the item and there's nowhere to go with this.

Add a message to the return though -  ask if he's getting you mixed up with another seller and purchase only because the device in the photo he's sent you clearly isn't the same item that you sent him, and that he left feedback a week ago stating that 'The item was as described'. 

When you get that back and it is full of scratches (and I also believe that you're getting his old one back) you can report him. Pop back and ask how to do that.

[brite200]

Buyer said he left good feedback but hadn't had time to check it out properly 🙄

[*vyolla*]

Bottom line is, he has put that the item is as described.

Just wait and see what comes back, then pop back here.