After Christmas I sold an expensive item, It was boxed but loose and showed pictures of both the box and contents including damage to the box. The listing states that the item is used and from the pictures, this is obvious. The item has an extensive description, listing any small issues including stating that the box for the item is in bad condition including being taped in parts and that one part is particularly fragile and will perish if not handled correctly.
The buyer has messaged me complaining that the box is damaged and that parts of the item are stored in itself, which is the intention of the item, it's a wrestling ring and the smaller parts are intended to be stored inside the main shell when not in use.
They have complained that as a collector, the item is useless to them as will not display well. I pointed out that the listing states any issues with the item and they have admitted they 'didn't realise', which I take to mean they didn't read the listing. I've apologised that the item is not what they are looking for and they have asked what my returns policy is, I know that that's the point it can become a losing battle so have stated I can accept a return and will refund minus postage, they have said they are fine with this but are yet to open a return.
I can see from their buyer feedback that they regularly leave negatives for items with bad packaging, with some buyers replying that this was said on the listing and the buyer leaving similar complaints to what they have said to me.
I have now blocked and reported the buyer for misusing the returns policy, I'm not sure if it goes anywhere when they haven't opened a return yet.
Originally the buyer had messaged me saying they were unable to put an offer in on the item as they had two strikes against them, recognising this as a red flag, I told them there was nothing on my end preventing this and assumed they wouldn't be able to buy but they somehow were able to buy it as a Buy it Now.
As always, what's my expected outcome on this? Does the return and how much I lose hinge on how they open the return? I have had a similar case a few months back with a buyer who didn't read the description and then had an issue that I directed to open a return but didn't and believe this was either similar strikes against the buyer or me raising it as an issue.
