Sold an item. Was described as great condition. Buyer Not Happy. Who is at fault

[mcollinge]

I put a used statue up for sale. Four photos. Minimal description. I said it was great condition. I avoided excellent condition as there were the odd small defect on it.

Buyer never asked for more information on the condition. The buyer sends me really close up pictures saying it's got lots of damage on it that wasn't advertised even though you can see some of the small damage in the first main picture. He's also taking pictures of it unassembled and some of those marks are hidden when it's altogether. He has admitted that the overall condition is good.

He wanted me to send him £150 to rectify the issues. I said the listing is a good representation and I'm willing to compensate him £50 as a gesture of good will. He won't accept that and will contact eBay and they will force me to send him the money back. I already knocked. £100 off it for him.

Any advice, please?

[red_magpie]

Any advice, please?

It's simple. He opens a case under eBay's 30 day money back guarantee, you agree to the return and send him a prepaid return label. He returns the item with tracking proof of delivery and eBay issues the refund, and charges it to your account.

Don't even think about disputing the return. eBay never sees the item concerned and their policy seems to be to take the buyer's word against the seller's. If you don't send a return abel eBay will enforce the refund anyway and not require the item to be returned.

That's the way it is for sellers. In all but name eBay gives buyers a 30 day trial period, during which they can find almost any reason to calim a free return and full refund.

[tressygirl]

You say you had minimal description and some of the defects were visible on the main photo.  Most people use a phone to view items,  so those defects perhaps would have been best described in writing,  and not relying on something which may not be that clear on a small screen.

You have had good communication with the buyer discussing partial refunds,  unfortunately this cannot be enforced and the buyer is not happy with your offer, so they are fully entitled to a full refund under eBay's 30 day MBG Money Back Guarantee policy.

If they open this case,  you must accept it within 3 days,  it's all automated no human contact, and if you want the item back first, you pay for that fully tracked return postage  you have 48 hours to refund After the item is back with you.

Stick within those timelines and your seller performance is not affected.

After the refund there is the option to appeal the decision for the refund,  but personally, as eBay do not see the item in question and you admit to minimal descriptions of the faults on the item, my bet would be they would still side with the buyer here.

@mcollinge 

[mcollinge]

Thanks for the replies. If the item has been sent via the Worldwide shipping program who covers that expense for it to be shipped back overseas?

[john1297576]

In theory the seller, but difficult to implement, however it does mean the possibility of a full refund being made, if buyer has to escalate the return case, without item being returned.

[mcollinge]

We've agreed to an £80 refund. He's asking for it via Paypal, is this an issue?

[tobiasd4]

If you pay via paypal, they can still open ebay case & get full refund as well.

Ask them to open ebay item not as described case, you offer part refund of £80 through it, they accept, refund made & case closes.