eBay

cubecarpet · ‎18-03-2025

Hi, Can anyone offer some advice please?

I have been trying to call Ebay customer services but they're not easy to get in touch with.

Ive sold an item (a carpet for a home), delivered it etc.
Now the customer has instructed a carpet fitter who has cut the carpet to the size of his rooms and fit the carpet.

Yesterday the customer stated there are some small marks on the carpet and some issues which were not there before installation.

He is stating the item is not as described and wants a full refund as he is claiming it is not as described and will need to replace it all.

Today he is now saying there are more faults after the fitter has installed the remainder (so he is obviously still fitting it). He also wants a full refund and keep the carpet.

Where do we stand with Ebay?

What is the best process to move forward with this case?

Any help is appreciated

cubecarpet · ‎24-03-2025

OK I will try this, thank you.

cubecarpet · ‎01-04-2025

Sorry, but I'm after more assistance now please.

The buyer used the return label and returned a small portion of his order, it looks like the scrap of off cuts of his carpet after fitting and it was poorly packaged.

So what do I do now that he has returned part of the item, used in pieces?? So it's not the item he was sent, nor is it sellable any more?

4_bathrooms · ‎01-04-2025

@cubecarpet wrote:
Sorry, but I'm after more assistance now please.

The buyer used the return label and returned a small portion of his order, it looks like the scrap of off cuts of his carpet after fitting and it was poorly packaged.

So what do I do now that he has returned part of the item, used in pieces?? So it's not the item he was sent, nor is it sellable any more?

You need to do the following in this exact order:

File a report with Action Fraud. They are not going to do anything as they are just a reporting service. They will give you a reference number and possibly a report - you will need these.
In the case there will be an option to "Report a problem". Make sure you click the link that states "Report a problem" and not the link that states "Ask us to step in" - do not click that one!
You will need to select a reason for reporting the buyer; just select the most applicable one. "Returned a different item" may not be entirely correct but it may be the closest option.
In the report you are filing with eBay explain what happened. Crucially, you must include the Action Fraud reference number you obtained in #1 and attach AF's report if they gave you one.

Give me ambiguity or give me something else.