Buyer claiming item is useless to them but wants a partial refund

[effing_wif_figs]

Hi everyone.

On 05/11/24 I sold a toy car. It was sent out the next day and I can see from the tracking it arrived on 11/11/24. Then on 13/11/24 at 2am. The buyer messaged me to say the item was not the size it had been advertised as. I listed the scale of the toyline in the listing but mentioned it looked better with toys of a smaller scale. I pointed this out to the buyer but fully expecting this to end in a return.

The buyer replied the next night again at 2am and again contesting the scale and stating they were very knowledgable in model building and knows a lot about scale. They then stated:

'Now I either want a £25 refund on the overall price, or a total refund, the choice is yours!!!!!! Or we can let eBay sort this out'.

I politely apologised that the item was not what they were expecting and offered a refund upon safe return of the item.

I can see from the buyer's feedback that they have had a lot of bad positives from sellers, mostly for not payment and that they have also left their fair share of negatives, sometimes with starred out expletives.

The item cost £70 and was sent medium parcel at just under £7. I'm well aware of eBay's returns policy and that the easiest option is to just eat the return and resell but I'm worried that this will be a case where it is dragged out.

The buyer has at no point said the item is unwanted, just that it's not what they expected. I get the sense that they just want to keep the item and the money, they didn't mention a return, just a refund and the buyer's feedback reeks of difficult customer and the sporadic messages, only ever in the middle of the night suggests this will drag on.

What should I expect here? My biggest worry is the item being returned in a different state to what was sent. I've had a single case similar to this with a buyer wanting a large discount before buying, then receiving and having an issue with the item despite the listing stating such, then wanting a similar large discount to close the case, then dragging their feet for several weeks on a return.

[vintique*violet]

If you have that sense of all is not well with the buyers " request"

Ask them to open a return case and you will refund in full once received back in same condition as it was sent/sold. 

You cannot be made to give a partial refund. Follow eBay protocol which is if not as described, buyer can open a return request. 

There may be other sellers on here who can offer you better advice. Or give ebay a call to discuss your concerns.

Hope it all works out well for you.  

[vinylscot]

If it's the tank you are referring to, I would just agree to the refund, and hope you get your item back. You probably will. If you would rather not go through with the hassle, offer him a partial refund.

Being realistic, your listing isn't very good, and leaves you wide open to returns of this nature. Yes, you've mentioned it as 1:6 scale, but that means nothing without further information, particularly as it's a generic tank, and not an identified model. You should really provide measurements, particularly as it is non-generic.

I imagine tanks vary greatly in size, so 1:6 isn't really telling me much. (You as much as admit that the scale is inaccurate in your listing, when you say it looks good with figures half the size it is allegedly intended for.)

[tressygirl]

Certainly sounds like they are after a partial refund, and to keep the item.

Personally,  I would send amessage to say, you are very sorry they are unhappy with the item, try and keep them sweet, ( I know through gritted teeth),  and  quote eBay rules  that the item needs to be returned through an eBay case in the same condition as sent out for a full refund. Mention something like... so this can be registered with eBay.

Then, leave it to them to act.

If they do open a case I'm sure you know how to proceed,  to accept,  send a tracked label for its return, refund only on its return, but if it is returned damaged , in a different condition then sent out, you appeal the case for the refund to eBay.

It's never a cert how the cards will fall in your favour or not,  but you can direct them to all those negative feedbacks they have left.  Unfortunately sellers leaving him bad feedbck have broken feedback rules hence no red negs to leave for a buyer.

This will explain how to appeal a case.

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@effing_wif_figs 

[4_bathrooms · Accepted solution]

---

@effing_wif_figs wrote:

'Now I either want a £25 refund on the overall price, or a total refund, the choice is yours!!!!!! Or we can let eBay sort this out'.

---

My response would be to direct them to open a return request and "let eBay sort this out".

Check you have "Don't allow blocked buyers to contact me" selected in your buyer requirements then add their user ID to your blocked bidders list. That way their only means of communicating with you will be via a case. If they do open a case send a return label as required then ignore them - if they don't use the label the case will (eventually) be closed in your favour.

[effing_wif_figs]

That's my plan. I'm more worried of where it will go from there. I recognise I'm probably taking a negative either way.

[effing_wif_figs]

Yeah. I definitely saw my error in that after the message. HM Armed Forces is the actual brand. There's not a ton of information on them. They were sold with 1/6 scale Action Man type dolls but they were way undersized. I only really sell toys and sell them from the perspective from someone who collects toys. With a lot of people who collect GI Joes and similar military stuff, the HMAF stuff is quite well known so I was definitely ignorant in thinking it would only be people in my circles buying something like this.

[effing_wif_figs]

Thank you. I'm definitely going to push for a return and stay civil through it. It's a big item so it was hard putting together a box for this and I had to use a lot of packing materials. The previous case I had, the buyer returned the item in a different box with no packing material which suggested to me, they always planned to keep the item. 

[effing_wif_figs]

The debate on whether to block right away or not was another issue for me so thank you for clearing that up. I doubt they will buy from me again but I am curious to see where they will go after me offering a return. I'll probably wait to see what their next 2am message is before taking your advice.

[game_raid]

These type of buyers are seasoned pros at getting partial refunds, they could leave a negative either way. We always request a return and stop communication, some will argue all day if you respond.

Most the time they give up and never bother to return or some will damage the item out of spite.

You can also report this buyer. The report a buyer is on the drop down menu on the order.

Buyer demanded something that wasn't offered in my listing

Requested that I give them a partial refund or discount.

They have most likely have done this before multiple times so if others have been reporting it may see some action from eBay.

[effing_wif_figs]

Thank you. Will follow your advice.

[4_bathrooms]

---

@game_raid wrote:

They have most likely have done this before multiple times so if others have been reporting it may see some action from eBay.

---

It's a pattern of behaviour that's easy to spot after a while. It starts with a "This isn't what I was expecting!!!!" type message - the excessive use of exclamation marks being almost obligatory. Then you check the feedback they have left for others and realise they're rarely - if ever - satisfied with their eBay purchases (yet they keep buying). Their initial messages will always culminate in a suggestion or demand that a partial refund - usually for some unreasonable amount compared to the price paid - will somehow make them satisfied with an item that just a few messages ago was of absolutely no use to them. There's no point engaging in communication as they will constantly try and argue that they are in fact doing you a favour by being willing to accept the partial refund they constantly demand without having to get eBay to "sort it out".

Fortunately such buyers are rare and eBay does seem to be starting to do something about this behaviour. The last three such buyers I had never opened INAD cases despite constant threats of "letting eBay sort it out" and being specifically directed by myself to open a case. One opened an INR case - this seems to have been so they could continue to plead for a partial refund after I had blocked them from messaging (the tracking closed the case). I would guess in all three cases eBay had removed their ability to open INAD cases due to multiple previous reports of abusing the MBG.     

[signs_and_vintage]

Mr Bathrooms, you know you talk FAR too much sense!

[cbennissupplies]

well im in total agreement a true golden oldie you get to spot them easy after a while