Used Simple Delivery, item arrived with minor damage Ebay partially refunded, buyers now chasing me.

[cwedge89]

Im a private seller ocassionaly sell on ebay and I used ebay's simple delivery for an item sold recently for the first time. 

Dispatched the item on delivery the buyer contacted me claiming the item was damaged, sent a picture showing a very small scratch/crack which wasn't present before it was shipped.

I said I would be happy to do a partial refund or arrange for a return and issue a full refund. 

The buyer requested a full refund, I asked him to raise a return request so i could process the return.

Prior to recent ebay changes this would enable me to generate a return label and refund the item on its safe return.

This is where it all gets a bit messy, that no longer happens instead the buyer provides evidence to ebay and they decide the outcome of the request and cover the cost of any refund, as its covered by ebay from the point of dispatch as I've used the simple delivery service. 

Essentially ebay deemed the damage to be minor and likely caused during transit therefore meaning I was not liable, they subsequently issued a 25% refund to the buyer (no requirement to return) this is all managed and refunded by eBay I've had no input or part to play in the decision.

The buyer's obviously not happy with the outcome of eBays decision, I've had several emails from him today demanding I arrange a return and issue a refund, which I have no means of doing this via eBay. 

I've spoken to ebay several time and they've confirmed that's correct and the case is closed, I'm not liable for the damage caused in transit or the refund as I used simple delivery.

I totally understand the guys frustration and what not helping is that he's also had correspondence with ebay, they've told him the case is closed but he can contact me to arrange a return and refund.

My feeling is they are either giving him incorrect information because customer service don't really understand that this functionality is not aclvailible to me on ebay or they are just trying to get him off the phone, neither of which is helping me as i've been bombarded with emails all day demanding a return which I can't physically do on eBay.

Has anyone had a similar experience?

eBay have advised that I can block the buyer and they will remove any negative feedback left. 

But that's not the point, he's had a s***t experience and I've had an equally s**t one spending all day trying to figure out what I should/shouldn't be doing. 

To add insult to injury he's told me to stop selling on ebay and that he's leaving negative feedback because I've ducked my responsibility to resolve his issue.. 

[*vyolla*]

That's interesting that eBay can decide to just offer a 25% partial refund when the buyer doesn't want to keep the item, but wants to return it for a full refund, can't say that I'd be too happy in his shoes either.

Something must be wrong there, that can't be the new buyer protection we're paying for. 

If the buyer has been in touch with eBay and they won't issue a full refund, his only route to getting a full refund would be to issue a chargeback via his card provider if he paid with a credit or debit card, then eBay would have to issue a full refund to him from their own coffers.

[cwedge89]

I completely agree, but from my perspective I physically can't do anything to issue a return and refund and that's my frustration ebay have told him I can. 

He should be protected because he's paying a buyers fee..

I should be protected because I've used the simple postage service, which in this instance I have been because they've acknowledged the item was damaged in transit. 

They shouldn't then be telling the buyer to pursue me for a refund, especially when I can no longer facilitate a return and refund on ebay.

[*vyolla*]

I absolutely agree, this is the oddest thing.

I have bought this up with eBay Community Managers, hoping they can shed some light on this. Also tagging Kat@ebay Marco@ebay Dave@ebay to this thread. It's the weekend now, it's unlikely that anyone will be around until Monday. 

[*vyolla*]

I've carefully looked through the buyer protection guidance and can see no reference at all to eBay issuing only a partial refund at their discretion and making a buyer keep an item they don't want.

You may want to post on Seller Central, which is a discussion area where more responders may be available tonight:

https://community.ebay.co.uk/t5/Seller-Central/bd-p/27

[cwedge89]

That's great, thank you. 

It's all very messy, and eBay have really muddied the water when advising him on his next steps which doesn't help.

What I don't know for certain is what he did when he raised the request and the evidence he supplied. 

I've had my own issues in the past when requesting returns because I selected the wrong reason according to eBay, so perhaps something like that's at play. 

[jckl1957]

Obviously this is just speculation on my part but ...

When a seller offers a partial refund, it does have to be accepted by the buyer.  The seller can't impose it and it is the buyer's choice to accept the refund and keep the item (or not).

I wonder if the buyer accepted the offer from Ebay but has since had a change of mind and decided to hassle you for a full refund - just a thought.

As advised, your individual case does need to be looked at.  It will be interesting to see what the outcome is.

[cwedge89]

I think where this differs is that I didn't offer him a partial refund, I had no input to the decision. 

As I had used Simple delivery eBay have handled the return request in it entirety, I've been covered due to it being damaged in transit which is great however the real issue is that eBay have failed to protect the buyer by only issuing a partial refund. 

It's a complicated mess but the whole situation has been out of my control. 

But I'm the one getting the backlash from a disgruntled buyer.

[red_magpie]

But I'm the one getting the backlash from a disgruntled buyer.

The important point is that transactions on eBay are governed by eBay's user agreement.

For items sent by simple delivery, this makes eBay and not the seller is responsible for refunding for damage in delivery. You both accepted this in the user agreement.

I think yours is the first case we've heard of where a buyer is dissatisfied with eBay's handling of it. But their dispute is entirely with eBay and it's not for you to "step in" and resolve it for them. 

At least eBay seems prepared to support you by removing any negative feedback left for this reason.

[cwedge89]

Yeah which in practice is fine, however they've failed to protect the buyer in this instance. 

And then pushed a disgruntled buyer back to me which is madness to be honest, especially when I'm deemed to be not at fault and I can't physically do anything anyway.

Whoever he's spoken to at eBay has clearly incorrectly advised him, and I'm now getting the backlash. 

Very poor showing from eBay seriously considering selling elsewhere moving forward 

[yorkshire*flower]

ok so Ive put in the post into Gemini AI as if it was me (my friend who answers all my Qs😂) Anyway Ithen asked "as a private sale is this correct? Also if the item was determined as damaged in transit whos reimburses the buyer / Why is the buyer paying for Buyer protection when, in this case it has not offered them any protection  - what are their next steps to not be out of pocket"

HERE IS THE ANSWER! - It seems correct what has happened

Your Situation with eBay Simple Delivery

You are absolutely correct in your understanding of how eBay Simple Delivery is supposed to work for sellers in cases of transit damage.

• Seller Protection: When you use eBay's prepaid Simple Delivery label, your item is fully protected against loss or damage in transit from the moment it's scanned by the courier until delivery. This means that if damage occurs during shipping, eBay covers the cost of the item, and you, as the seller, are not meant to be out of pocket.

• eBay's Role in Disputes: As you experienced, eBay takes over the dispute resolution for transit damage when Simple Delivery is used. They assess the evidence and make a decision. If they determine the damage was due to transit, they are responsible for refunding the buyer, not you.

• No Seller Action Required (in theory): The intent is that you don't need to get involved in the refund process or deal with the courier directly for claims. eBay handles it all.

• Feedback Protection: eBay has stated they will remove any negative feedback related to delivery issues when Simple Delivery is used, which is a key part of the seller protection.

Why the Buyer is Confused and What They Should Do

The core of the problem is the conflicting information the buyer is receiving from eBay. While eBay has rightly closed the case for you and covered the partial refund, they seem to be misinforming the buyer by telling them to contact you for a return and full refund. This is causing significant distress for both of you.

• Buyer Protection vs. Simple Delivery: The buyer is paying a "Buyer Protection" fee, but in this specific instance of transit damage with Simple Delivery, the protection shifts to the seller, and eBay themselves handles the resolution and refund. The buyer protection fee primarily covers scenarios like "item not as described" where the seller is at fault, or for general non-delivery disputes not covered by a specific shipping protection like Simple Delivery.

• Buyer's Next Steps (if they want a full refund): If the buyer is not happy with the 25% refund from eBay and wants a full refund, their next step should not be to demand it from you.

  1. Appeal eBay's Decision: The buyer should appeal eBay's decision directly with eBay. They need to clearly state that the item is significantly damaged and they are not satisfied with a partial refund, and they wish for a full refund upon return of the item. They should reference the fact that eBay handled the initial claim due to Simple Delivery.

  2. Highlight eBay's Misinformation: They should also bring up the fact that eBay customer service told them to contact you, despite eBay closing the case on your end and confirming your non-liability. This highlights the internal inconsistency at eBay.

  3. Consumer Rights (UK Private Sale): As a private seller in the UK, the legal obligation to the buyer is that the item must be "as described." It does not have to be of "satisfactory quality" or "fit for purpose" in the same way as a business seller. However, if the item was damaged in transit, the issue falls under the shipping contract, which in this case, eBay has taken responsibility for through Simple Delivery.

     • If the buyer were to pursue this outside of eBay, they would typically need to pursue the seller (you) for "item not as described" if the damage existed before shipping and was not disclosed. But since it was damaged in transit, and eBay covered it, the legal responsibility shifts.

     • Who reimburses the buyer / Why are they paying buyer protection? In this scenario, eBay did reimburse the buyer (25% refund). The "Buyer Protection" fee covers a range of issues, and in cases of transit damage with Simple Delivery, eBay essentially acts as the insurer. The buyer is out of pocket for 75% of the item's value because eBay deemed the damage "minor" and decided a partial refund was sufficient. The buyer's frustration is with eBay's assessment of the damage and their resolution, not necessarily with your initial action.

THEN ASKED "so this is correct and the buyer has no "come back" with buyer protection?"

Here's why, and what "Buyer Protection" means in this context:

1. eBay Simple Delivery's Core Promise: The main benefit of eBay Simple Delivery for sellers is that eBay takes on the liability for loss or damage in transit. From the moment the item is scanned by the carrier using the eBay-provided label, eBay effectively insures the item. If something goes wrong during shipping, eBay is responsible for resolving it with the buyer and covering the cost.

2. eBay's Decision is Final (for your part): eBay investigated the buyer's claim, deemed the damage minor and likely caused in transit, and issued a 25% refund from their own funds directly to the buyer. This means they've closed the case as far as your responsibility is concerned. You haven't lost the original sale amount, and you're not expected to issue any further refund or facilitate a return.

3. "Buyer Protection" in this Specific Scenario:

   • What it generally covers: eBay's Money Back Guarantee (their "Buyer Protection" policy) usually covers scenarios where an item isn't received, or it's significantly not as described (e.g., wrong item, broken, faulty at the time of receipt). If the seller is a business, it also covers "satisfactory quality" and "fit for purpose" under consumer law.

   • How Simple Delivery modifies it: When Simple Delivery is used and transit damage is proven (or deemed likely), eBay essentially steps in as the "insurer." The buyer did get a "comeback" through eBay's buyer protection process, but eBay decided on a partial refund based on their assessment of the damage.

4. Buyer's Dissatisfaction is with eBay, Not You: The buyer is unhappy with eBay's resolution, not necessarily with your conduct as a seller (since the damage happened in transit). Their feeling of being "out of pocket" for the remaining 75% is because eBay decided that 25% was a sufficient refund for "minor" transit damage.

5. Your Inability to Act: You've correctly identified that eBay has removed your ability to process a return or full refund within their system for this specific case. This is precisely because they have taken responsibility for the transit damage. If they are telling the buyer to contact you to arrange a return, that is genuinely incorrect advice from eBay's customer service, likely due to a lack of understanding of the nuances of Simple Delivery.

What the Buyer Could Potentially Do (but not against you):

• Appeal eBay's Decision: As mentioned before, the buyer's primary recourse is to appeal eBay's decision to eBay directly. They need to argue that the 25% refund is insufficient for the damage incurred and that they want a full refund upon return of the item. This would be a dispute directly with eBay about the adequacy of the resolution eBay provided.

• Small Claims Court (Highly Unlikely & Difficult): In theory, a buyer could try to pursue you in small claims court, but it would be exceptionally difficult and likely futile.

  • Private Seller vs. Business Seller: As a private seller, your legal obligations are primarily that the item is "as described." Since you assert it wasn't damaged when you shipped it, and eBay's own system (Simple Delivery) indicates transit damage, you are protected.

  • eBay's Intervention: The fact that eBay stepped in, investigated, and issued a refund (even partial) under their Simple Delivery protection further complicates any claim against you. eBay has essentially taken on the liability.

  • Proof: The buyer would have to prove you shipped a damaged item, which contradicts eBay's finding.

Conclusion

You have followed eBay's procedures by using Simple Delivery. eBay has confirmed you are not liable for the damage caused in transit and has taken action (the partial refund). Therefore, you are correct that the buyer has no "come back" against you through eBay's system, and any attempt to pursue you further outside of eBay would be legally challenging for them.

Your best course of action is to continue politely redirecting the buyer back to eBay, explaining that eBay has taken responsibility for the transit damage via Simple Delivery and that any further appeals regarding the amount of the refund must be directed to eBay. Block them if they become abusive or persistent beyond reason.

[yorkshire*flower]

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