Buyers and missing parts

[vampire72]

Hi guys, first time on here with a question. I have been selling for quite some time now and occasionally have a problem with a buyer. In the past I have been told items have not arrived and I have refunded the buyer even though I had strong doubts that I was being told the truth. You know that feeling - he buys, he gets- he lies that he got it, he gets his money back?

I have just recently had a variation of this where the buyer claimed that the two items in a box were missing parts and had been damaged, claiming that the broken parts were not in the box or its internal protective packaging. I know for a fact that, although the items may have been damaged in transit, all the parts of the item were complete and in the box. My suspicion is that the buyer threw the claimed missing parts out with the internal protective packaging then discovered, too late, that the parts were gone. Queue one request for a refund (this buyer has done it with two packages which arrived within days of each other). I refunded the guy but I do not believe his version of events.

Have any of you guys had a similar experience and if so how did you deal with buyers like this after the dust had settled?

[**peaseblossom** · Accepted solution]

It's very hard to refute what a buyer is claiming.  You can appeal before refunding but ebay tend to side with them.    Now you've refunded there's nothing you can do but be sure to put their ID on your blocked bidder list:
https://www.ebay.co.uk/bmgt/BuyerBlock

[vampire72]

Thanks very much. Yes, I have already blocked him. Just did not trust what he was telling me.

[ile136yz]

Being a Private Seller, you must be using Simple Delivery.

As the Buyer paid Buyer's Fees, for any loss or damage of the item during delivery - you would get to keep the money for the item & eBay refunds the Buyer.

[4_bathrooms]

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@ile136yz wrote:

Being a Private Seller, you must be using Simple Delivery.

As the Buyer paid Buyer's Fees, for any loss or damage of the item during delivery - you would get to keep the money for the item & eBay refunds the Buyer.

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That protection doesn't apply if the buyer has opened a case with "Missing parts or accessories" as the reason; that is deemed the seller's fault. The only INAD reason covered by SD protection is "Arrived damaged". 

[ile136yz]

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@4_bathrooms wrote:

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@ile136yz wrote:

Being a Private Seller, you must be using Simple Delivery.

As the Buyer paid Buyer's Fees, for any loss or damage of the item during delivery - you would get to keep the money for the item & eBay refunds the Buyer.

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That protection doesn't apply if the buyer has opened a case with "Missing parts or accessories" as the reason; that is deemed the seller's fault. The only INAD reason covered by SD protection is "Arrived damaged". 

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Thank you for highlighting - that missing parts / accessories is deemed a Seller's fault & not covered by SD Protection.   Does the Buyer loose out on the Postage they paid? 

[vampire72]

I was not aware of that. It is not made clear in what I read about buyer fees.

[vampire72]

Thanks. I have had trouble clarifying just what buyers fees covers.

[4_bathrooms]

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@ile136yz wrote:

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Thank you for highlighting - that missing parts / accessories is deemed a Seller's fault & not covered by SD Protection.   Does the Buyer loose out on the Postage they paid? 

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A buyer would only lose the cost of the postage label if a case was decided against them. The MBG states a buyer will receive a full refund including postage costs if their item doesn't arrive or is not as described.

[ile136yz]

Thank you for the update.