Buyer problem

[airbusfitter]

Sold an item recently, had to use my own courier as a little overweight, buyer complained about missing parts but not to my knowledge. However offered 25% reduction, heard nothing from buyer, eBay stepped in giving the buyer a refund and the item I was selling, this can't be correct. Buyer not answering my messages, have sent customer service a number of complaints, waste of time, keep referring to buyer policy who has very little feedback, I have 100% over 19 years, any ideas on a solution before I really blow my top.

[department28]

Has eBay covered the refund, or has it been deducted from your funds?

If the item had been sent by Simple Delivery, eBay are refunding for damaged/missing parcels, and the buyer does not have to return the item - but as you have used your own courier, I would have thought the buyer would have to open a case, and you would be responsible for the refund when the item was returned?

[papso22]

The buyer must have opened a case in order to get a refund.

Did ebay take the refund from you or cover it themselves?

[4_bathrooms]

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@airbusfitter wrote:

Sold an item recently, had to use my own courier as a little overweight, buyer complained about missing parts but not to my knowledge. However offered 25% reduction, heard nothing from buyer, eBay stepped in giving the buyer a refund and the item I was selling, this can't be correct. 

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If a buyer opens an "item not as described" case the seller has three days to either send a pre-paid returns label or refund in full without requiring return of the item*. If the seller does neither the buyer can escalate the case and be guaranteed a full refund under eBay's Money Back Guarantee. If this happens the seller receives a damaging "case closed without seller resolution" ding against their account and the buyer is told they don't need to return the item.

An offer of a partial refund is just that, an offer. The buyer is not obliged to accept it and without a prepaid returns label being uploaded to the case the buyer is guaranteed to receive a full refund at the seller's expense. eBay's MBG has worked this way for the last 12 years or so.

*EDIT - the one exception is if the buyer chooses "Arrived damaged" as the reason for the item not being as described AND the item was sent with a Simple Delivery label.

[4_bathrooms]

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@department28 wrote:

If the item had been sent by Simple Delivery, eBay are refunding for damaged/missing parcels

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Simple Delivery covers the seller against "item not received" cases and "Arrived damaged" INAD cases. All other INAD reasons - including "Missing parts or accessories" - are deemed to be the seller's fault.

[department28]

It sounds like the 'three days to send the pre-paid label' elapsed, while the OP was waiting for the buyer to respond to the offer of a partial refund.

[airbusfitter]

They refunded all the money, the buyer is not answering my messages to
arrange return of item, I am now over £120 down and they still have the
item, I disputed there reason for return, as I know the item was as
described.

[airbusfitter]

Oh, I also paid for Evri delivery as item a little overweight.

[4_bathrooms]

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@airbusfitter wrote:
They refunded all the money, the buyer is not answering my messages to
arrange return of item

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eBay has already told the buyer they don't need to return it.

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@airbusfitter wrote:
I disputed there reason for return, as I know the item was as
described.

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When a buyer opens an "item not as described" case there is no means for the seller to dispute the buyer's claims before arranging return of the item. The seller must upload a pre-paid return label within 3 days of the case being opened; any dispute is raised when the seller receives their item (or whatever the buyer has sent) back.

I'm sorry but you have no recourse via eBay; that's just how the Money Back Guarantee works. When such a case is opened eBay do show a warning that if you don't upload a return label or issue a full refund within three days the buyer can "ask eBay to step in" (which is what happened). 

[department28]

It's a horrible feeling when something like this happens. It can be all too easy to make a mistake/overlook something, or just take your eye off a situation for a couple of days - and then the dreaded 'case closed' and nothing you can do about it.

Most of us will have experienced a variety of classic eBay nightmares over the years, so will be feeling your pain... 😧

[airbusfitter]

Hi, thanks for your reply, due to my pressure to resolve E Bay refunded my
money, it sometimes pays to persist. Regards.

[4_bathrooms]

Have you actually received the refund or just been told by a customer service agent that you will receive one?

When a buyer "wins" an INAD case by "asking eBay to step in" it is almost unheard of for eBay to later reimburse the seller no matter how persistent the seller is. Either something else must have happened (i.e. it was a chargeback and not a regular eBay case), the buyer concerned has a recent history of making spurious INAD claims or there has been a monumental shift in eBay policy.

Anyway, well done if you have received the refund and can see it in your eBay balance or bank account.