Buyer trying it on

[lilwat_91]

Hi

Please can I ask for help here, as I rarely get any faulty items or return issues.

International sale (I dont do these anymore), item arrived 9th December and buyer messaged to say it had a fault on 6th January.  I asked for photos to advise and none were sent.  I contacted buyer after they messaged again to say had I received photos, I replied I hadnt and screenshot conversation so they could see.  I advised if faulty I could look at a return.  I heard nothing from the buyer until last night, no photos still and questioning why they need to send a photo, they've never seen my messages etc...

I've messaged to say they need to contact ebay or have a look at the returns/case open button on the item.

You know when you feel something isnt right?  I feel it here.

Any advice welcome

thanks

[arkwebus]

I am uncertain whether the buyer "actually" opened a case.  I suspect not.  If not they are now too late.   If that is the case I would be tempted simply to reply "Thank you, I am afraid that under eBay rules you are too late".  If they then open a case you can simply close it as they will be unable to escalate it. 

In that case they can do no more through eBay but can [probably] approach their payment provider who - I think - add a surcharge of £18.  

If they did open a case then you need to refund.  There is no time to waste!  There is no provision for the buyer to be required to send you "photos" though the case requires a photo which can be anything and need not show any detail of what he claims is wrong.  Within 3 days you would send a label to return and upon receipt refund within 48 hours.  

The system is very much tilted in favour of the buyer.  There is no way that eBay can carry out any form of investigation, nor will they take much notice of anything that is put forward on their basis "we never see what is sent".    Like you I would now never sell anything overseas!  Getting the return post to you must be a nightmare.  @lilwat_91 

[*vyolla*]

Buyers aren't obliged to add a photo.

So, there's a return case open?

Was it opened within 30 days if delivery?

How far along is it, have you accepted the return?

[lilwat_91]

Hello

Item delivered 9th December, buyer emailed 4th January highlighting issue with the them.  I replied straight away to find out more information.  Buyer is saying they not been been able to see my messages on the conversation thread and I have not replied.  We now on the 16th January, so I have suggested today they open a case through ebay to make sure we are following the process.  As messages are going back and forward, they say they cant see the messages.  They dont need to supply a photo, however I am trying to be helpful and understand what the fault is.  Plus many many years ago someone sent a photo of an item they said was broke and it was different to the item I sold them.  ebay found in my favour.

But in this instance no case has been opened by the buyer.

[lilwat_91]

selling overseas has as a charge of 3% now as well.  interesting to know will the new 75p & 4% buyer fee be included for buyers on international as well?

I am thinking of throwing in the towel on ebay, what with the new postage system, fees for buyers and that you are not able to withdraw money until two days after delivery confirmation.  Too much has changed for me!

[*vyolla* · Accepted solution]

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@lilwat_91 wrote:

Hello

Item delivered 9th December,

But in this instance no case has been opened by the buyer.

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Okay, so your buyer has gone past eBay's 30 Day Money Back Guarantee so isn't covered and can't get a refund via them.

I'd politely let them know that they should have contacted you back at the beginning of December when they received their item and, as they've now had it for longer than 30 days there isn't anything you can do.

[lucy_farmer]

See if you can keep 'em talking for about another 2 weeks  😏....... then after 60 days in total has passed, they can't leave you feedback either....😈