Trouble with a seller who’s threatening.

[theorchidwhisperer]

I recently purchased an appliance for £220. So not a small amount. Collected it personally as it was bulky and took good care of it in transit. 

It was sold as working and although it switches on it is quite damaged and won’t function so it’s not as described. 

I’ve reported the fault with photos and the seller has become quite aggressive saying I caused the damage which is not possible as the item was tested immediately and was faulty. 

eBay have said I’m covered as I paid the buyer insurance but I’m now getting more and more personal and threatening messages and feeling anxious. 

How should I proceed? At this point I want to close the case and forget it but would leave others vulnerable to the bullying tactics of this seller. 

[plpmr]

on day 4 escalate the case to eBay for a refund and ignore the seller.

[papso22]

I have no idea why ebay told you that you were covered due to paying buyer insurance when they go to great lengths in written policies to explain that the money back guarantee is nothing to do with the buyer protection fee.

You are covered by the money back guarantee. 

[jckl1957]

The seller will need to arrange for the item to be returned.

This may mean they will need to come and collect it from you so, in order to get your refund, you may have to be prepared to deal with this person.

[*guinevere*]

As far as I know the buyer has to return the item to the seller by tracked means. @jckl1957 

has this changed recently?

[jckl1957]

It was a collection only item 'an appliance' so I think it is likely that the seller will want to go and pick it up.

The alternative would be for the seller to pay a courier - they wouldn't be able to arrange postage for something big and heavy.

[papso22]

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@*guinevere* wrote:

As far as I know the buyer has to return the item to the seller by tracked means. @jckl1957 

has this changed recently?

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Those are the rules if ebay is needed to step in and help with the refund but as we know selling items for collection only is usually done because sending it by tracked means is difficult if not impossible.  So the rules are not really compatible with collection items.

The seller could collect it but would have to be able to satisfy the buyer that a refund had been made.  Or refund first and trust the buyer to hand over the item.

It all requires trust by both parties.

[*guinevere*]

@papso22  and @jckl1957 

Yes, that is something we can definitely agree on, the fact that it's a bad idea of ebay's to tell the seller to provide a courier label to return something that has been collected in person, but I've never seen or read about anyone doing it any differently.

I have sometimes advised OPs to try to arrange collection in person, and to take their phone/laptop with them so the refund can be done on the spot.

I thought ebay must have changed their rules to enable collection in person, but no such luck.

[*vyolla*]

It's such a problem, the seller is going to be angry because they're going to think that any issues may have been caused during transit, and you have an expensive appliance that doesn't work.

Until recently buyers paid cash on collection so were stuck with an appliance if it didn't work correctly, same as they would be if they bought from the small ads or FaceBook Marketplace.

I don't know what to suggest, I can see both sides here. You never know who you're dealing with on the internet too, they could just be an angry keyboard warrior, but on the other hand they may get themselves even angrier over this. 

[red_magpie]

The answer is very simple.

As eBay has told you, you need to open a case under their money back guarantee, and escalete it after 3 days for eBay to step in if the seller hasn't responded positively. eBay will require the seller to send you a delivery label or arrange for the item to be delivered. Do NOT allow them to collect it as eBay will not issue your refund without tracking evidence of delivery. (Theoretically he could ask eBay to refund you and then collect it, but in your position I wouldn't even let this seller into my home.)

You haven't told us what you mean by "threats". Threre is always a risk of threats when trading with strangers on eBay, but they can range from threats of bad feedback to coming round with a baseball bat! Threats to misuse eBay's proceures can be reported to eBay. However, threats of a physical nature, even veiled threats like "we know where you live" or any language that leaves you feeling anxious or fearful are a matter for the police. You should not hesitate to report intimidation and they WILL take notice. Be sure to provide copies of messages.

[theorchidwhisperer]

Thank you. This is the most informative answer I’ve had. Threats are along the lines of I know where you live and I’ll make things difficult for you. Nasty seller.
Sent from my iPhone

[theorchidwhisperer]

It’s not too big and heavy but I didn’t want to risk damage to it by courier hence me picking it up carefully.

Sent from my iPhone