Where do I stand a buyer issues I don’t agree with?

[beanybean88]

Hoping someone may be able to advise on something. I sold an item that was delivered on 21 Nov. The buyer has contacted me today to say the model I have sold is not the one detailed on the box, nor what the instructions are for.  I am certain it is. I state on my listings I don’t accept returns. I don’t want them to be unhappy but I think they are wrong and seems a bit suspicious they have taken this long to raise any issues with me. Many thanks for any advice. 

[redwick1 · Accepted solution]

They had 30 days to open a dispute so if they are over that time then that is the end of it on ebay.

If they had opened a dispute then you would have been made to accept the return and to send a pre paid label for the return and to refund on receipt of the item back.

No returns is for a change of mind but  you are selling a  lot of new items so could be classed as a business

Even if they can not do anything on ebay they could ask their card provider to step in.

[beanybean88]

Thanks so much. I’ve accepted returns before when I’ve accepted there has been an issue but in this case it doesn’t make sense to me.  I’m inclined to offer a part refund as I don’t want anyone to be unhappy, even though I don’t agree with them. Then they are still able to resell the item and will therefore make a profit. 

[tressygirl]

You can send a message offering a prtial refund if they wish to keep the item,  but if they open a case for itrm not as described,  you will have to fully refund then through those case details.  Cases are all automated no point challenging the decision at that point.

Later if you wish you can appeal the decision for the refund,  this explains how:

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=436

@beanybean88 

[beanybean88]

Thank you. So is there no time limit on opening a case? The item was delivered on 21 Nov. 

[john1297576]

Buyer is out of time for a case with ebay, but as already mentioned they can go to their payment provider who can start a chargeback.

If you refuse that, then ebay take over and refund at your expense, and charge you a fee of £14 plus VAT as well.

[papso22]

Cases can be opened after 30 days but not escalated, and if opened late the seller should have the option  of closing it.