Buyer wants refund but will not return item

[orladilly]

Hi All,

I recently sold a 1960’s vintage fur coat to a buyer. Today I have received a message stating they want a full refund as the coat is not described (they have sent photos of fur missing and stated that it fell out in their hands). I agreed to refund on return of the coat but they have replied that they have discarded it as it is fit for no one and cannot be repaired. I have asked them to open a case but can I check this is the right process? I do not have to refund if they have thrown the item away?

thank you!

[lighting_signs_and_vintage · Accepted solution]

Then they were probably hoping for a non-return refund and now they know they are not getting one the story has changed.

Just do nothing, let them open a SNAD case and approve return on the basis nothing should come of it.

Be wary of an empty box return, or a chargeback via their credit card, though.

I'd check back here if either of the above happen before acting.

Do NOT ignore their request to return via a case though.

[*vyolla*]

I'd like to see them turn up at John Lewis and say that an item fell apart so they binned it but would like a full refund, your buyer has a skewed concept of returns here.

I'd politely let them know that you'll gladly accept an eBay return if they are not happy with the coat but, for obvious reasons, are unable to issue a refund without first receiving your item back. 

[lighting_signs_and_vintage]

From what I gather it happens anyway! Back when JL offered additional warranties on electricals FOC (usually 2 years on most things, 5 years on TVs) it was amazing the number of TVs brought back 4 years 11 months and 25 days old. But some would just bring the receipt and box as 'proof they had it'.

[4_bathrooms]

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@orladilly wrote:

I have asked them to open a case but can I check this is the right process?

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Yes, that is the correct process.

If they constantly harass you with messages you can block their user ID here. You'll also need to ensure you have the "Don't allow blocked buyers to contact me" option selected in your buyer requirements. That way they will only be able to communicate with you if they open a return case.

[orladilly]

Thanks all. The buyer opened a case and eBay has refunded them with no impact to myself. Glad it’s sorted but slightly annoyed that the refund was given without requesting the buyer return the item. 

[johnwash1]

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@orladilly wrote:

Thanks all. The buyer opened a case and eBay has refunded them with no impact to myself. Glad it’s sorted but slightly annoyed that the refund was given without requesting the buyer return the item. 

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Hopefully if they try this game with other sellers ebay will see the pattern and take action.

[lighting_signs_and_vintage]

This is undoubtedly good for the OP/seller, although in this case there was low to no risk of a return!

But, this actually annoys me, not only does it teach crooked buyers that it's always 'worth a go', the one time I begged 3Bay for a £65 courtesy refund (no return, buyer gets a refund) because of the circumstances, in a year when I was having a big clear-out, and fees were high enough I'd given them thousands, they just gave me the finger.

[lighting_signs_and_vintage]

Basically, the circumstances were that a buyer recieved an item with a fault, well, they said they did, which I would have refunded and tried to fix myself. Instead, they tried to fix it and borked it, permanently, they even admitted it in messages. 3Bay just supported a return at my expense... of course.

[wyntersemporium]

My sisters friends daughter buys from Matalan wears the clothes, washes them and returns them the next day

[frouds_fairie]

Surely they don't take them back as its been washed?

[lighting_signs_and_vintage]

I guess they don't care, most returns go in the bin, that's the scandal.