Damaged Return

[phill.eugen]

Hi all

I sold and item which the buyer states is not as described, I accepted the return and sent label. The buyer then waited until the last day to post back.

When it arrived we opened it immediately, it is damaged badly and parts have been swapped out, which I have photographed. 

I have tried to raise this with eBay, but they keep asking me to send the refund or they will on my behalf.

What am I doing wrong? I've never had this before

[4_bathrooms]

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@phill.eugen wrote:
Damaged & Missing Parts

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I'm wondering if the end result depends upon the reason selected for reporting a problem. Obvious "fraud" reasons like "Received an empty box", "Received a different item" etc. likely trigger the manual review process whilst others like "Returned used", "Returned damaged" etc. don't; they just file a report against the buyer with the seller still expected to refund. At least that is what appears to be the case.

So, it seems you are going to be at the mercy of eBay's customer service representatives. The link @hettsville posted earlier will trigger a call back from eBay. Unfortunately, eBay offers very little protection for private sellers in this situation. A private seller can only reduce the buyer's refund for returning an item used or damaged if they offer free returns.

My gut feeling is you will be forced to refund the buyer in full but it might be worth getting a call back from an eBay customer service rep - they sometimes surprise us all.  

[edenorg0]

Hi, thanks for the information and advice, I'll try the call back although I never seem to get very far with the autobot we'll see if I'm luckier with a human

[phill.eugen]

Hello everyone, Thank you all for your help, guidance, advice and suggestions. I tried the call back but got an email saying they couldn't get through. Ended up back at customer support armed with the action fraud report and all the photos and video I took when the item had been returned. 

Gwen and Tracy handled the case "as I am Trusted Seller" and have just contacted me to say they have found in my favour and I shall receive a refund.

I don't think I'd have continued with this without all your help and support.

Thank you from the bottom of my heart, it has restored my faith in eBay selling and justice

🙏 Genie

[judydoodles]

It's great to read a fair outcome for a seller.  Glad you got it sorted, an unjust result can really deter sellers; I'm not sure ebay really gets how affected we are when things go wrong.

Thank you for posting the final outcome.