Buyer returned item in unsellable condition.

[timscarbootsale]

Hello

  I had a buyer contact me to say he wanted to return an item a whopping 9 weeks after buying it (and leaving positive feedback). It was some Lego minifigures glued in a box frame.

   He claimed the figures wern't Lego, so I told him to open a return request. He was outside the returns window but I told him to return the item and I'd refund subject to it being in the same condition.

  It arrived today and it's not in a saleable condition, he's removed the back off the frame and pulled the glued figures off their backing. Everything was rattling around in the bubble envelope, it wasnt returned in the card box I sent it in.

  Where do I stand? I won't be refunding him-but I've still got his goods he's paid for.

  Thanks in advance.

[ile136yz]

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@timscarbootsale wrote:

Hello

  I had a buyer contact me to say he wanted to return an item a whopping 9 weeks after buying it (and leaving positive feedback). It was some Lego minifigures glued in a box frame.

   He claimed the figures wern't Lego, so I told him to open a return request. He was outside the returns window but I told him to return the item and I'd refund subject to it being in the same condition.

Take a photo showing the condition the item was returned to you, just in case he opens a case with his purchase provider. 

As it was not returned in a same condition shown in your sales advert, there is nothing more to do at this point.

For future sales  - eBay Guarantee is 30 days which is plenty of time for the buyers to open a case if there is a problem.

[softtoystore]

Hello. Having slept on it; I just refunded him (except his return postage)

  He was asking so many questions and taking so much of my time. It's easier to refund and block.

I expect he'll complain about not getting his return postage.

  Regards, Tim

[dch2112011]

Your actions are commendable - excellent customer service even though the buyer was not honest.

Basically the buyer was making up stories about authenticity and felt entitled to ruin the figures and turn it on you with a false claim.

You handled the situation excellently and deserve to do extremely well as a seller with your attitude.

Based on this example alone I would not hesitate from buying from you - I hope the buyer appreciates what you have done for them above and beyond what he could have hoped for.

[dazzio-music]

I sold a brand new guitar.  The buyer claimed it is defective.

He claimed all sorts of things are wrong with it. It was in perfect condition when I sent it.

It was a fine example of a Les Paul. It feels so nice to play, and has a great sound.

Some people had tested it whilst in my shop and said how well built it is.

He has already started a return and it's on its way back, without any communication.

What do I do if he has damaged it so much that I can no longer sell it?

Do I have to refund him if its broken?

If I offer a partial refund,  I'll still have an unsellable guitar, or a guitar that I need to repair, or even have to sell as a used guitar.

Very frustrated,  and annoyed at the moment.