dispute with an item I sold

[peterw7386]

I’d like some advice please specifically on a dispute with an item I sold.

I’ve been a private member for in excess of 20 years

I normally sell between 50 & 100 items / year.

I have always maintained 100% feedback

There has been the very rare occasion when something has gone wrong/ there was something wrong with an item. On these occasions I have always refunded the full amount.

My experience of disputes is next to nil.

Recently I sold a new unused petroleum generator.

After I had posted it, the buyer asked for a refund because they had found their generator that they’d lost.

As it had been advertised as no returns & I was now in hospital with heart issues, I really couldn’t be dealing with the aggravation so I rejected their request.

The buyer opened a dispute Reason for dispute :-  “changed my mind”

I replied promptly to EBay saying the item was in new condition, undamaged & delivered on time.

EBay recently replied saying the case had been settled in favour of the buyer (with no reason) & have charged me £14 for the privilege (& it seems I have to swallow the £15 it cost me to post the generator in the first place)

They are refunding the buyer & I seem to have no way of getting the generator back.

I cannot see how to speak with  EBay to find out why they settled in favour of the buyer

Was this a mistake on eBay’s part?

What have I done wrong?

Is no returns a complete fallacy?

I’m now out of hospital, a refund is not the end of the world, but how do to I get the generator back?

Any other useful advice for the future would be much appreciated….

I see I can challenge the payment dispute - but is this going to be a waste of time / incur more costs on my part?

I’m feeling a bit disillusioned with EBay at the moment.

Any help would be much appreciated.

[jckl1957]

You need to look at all the emails from Ebay regarding this.

It looks as if, when you rejected the buyer's return request, they approached their bank/payment provider and started a chargeback (most likely on the basis the item was 'not as described').  If you contest a chargeback/payment dispute and lose, then you are charged £14.  The decision is made by the buyer's payment provider and usually goes in favour of the buyer who is their client.

Not all payment providers expect buyers to return the item that has been refunded.

All you can do now is contact the buyer.  they have had their refund and may be prepared to return the generator.  You should offer them a way of returning it - you could arrange a courier, provide a label or pay them upfront for the postage.

Otherwise, as is the situation currently, you will have lost the money and the item.