Damaged return

[hiqualideals]

So a while ago I sold a watch to a buyer. He opened up a claim to say that the watch hand is broken and the box was damaged, a week after receiving it. The return was accepted and I've just received the watch, there's 2 screws missing from the watch and face of the watch is also upside down. Im not sure what the buyer has done but where do I go from here ? Because it looks deliberate to me.

[*guinevere*]

before you refund you should report the buyer to ebay with all the details. They may decide to refund the buyer from their own funds, but don't depend on them doing this. 

Add them to your blocked list.

[tressygirl]

The link below will describe how to appeal a decision for a refund.  I won't admit it's easy but photographs may help your case to prove the item returned,  is not in the same state as that when sent out.  This is a criteria for eBay's 30 day MBG Money Back Guarantee when a seller is asked for a refund.

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@hiqualideals 

[hiqualideals]

So I should refund him first and then appeal ?

[therenewalworkshopltd]

Depending on your stats etc, you should also have the option to do a partial refund.

The maximum discount that you will generally get away with is 40%, so do bear that in mind.

That is the route I would take with this kind of thing, as whatever you do, your going to have to refund the customer.  If you go the route of a case and you don't win it, this will affect your own account, so another one to bear in mind.

After a partial refund, the customer may well open a case anyway and try to get the extra cash back.
So ensure that at the minimum, you provide as much evidence as you can when refunding.  ie. Picture of the item with issues and a description of it.

[*vyolla*]

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@hiqualideals wrote:

So I should refund him first and then appeal ?

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No, you can't appeal unless eBay have made a decision to refund a buyer (it does state that first sentence in that guidance page). That link is for eBay cases where the buyer/seller hasn't reached a resolution and have asked eBay to step in and they made a decision.

Don't refund yet - there should be a report a problem link in your return case, you can use that to report the buyer for returning an item in a damaged or different condition. Can you see that?

[hiqualideals]

Yes I can see report a problem page but even on that I can only deduct a maximum of 50% and have to eventually refund to resolve the return. 

[*vyolla*]

Did you use the 'Report a problem' link (it specifically says that) in the case and, if so, what reason did you select for filing the report? 

[hiqualideals]

Yes I did and I selected "Damaged item" and "Parts Missing" options.

[department28]

Is it definitely the same watch that they have returned to you - or have they swapped it for a different one/same model?

[hiqualideals]

It's the same model and colour, they could have swapped for an exact same one that they had or broke but I'm not sure 

[department28]

Unfortunately, unless you have clear listing photos of the actual item with serial number etc, it will be more difficult to prove it has been swapped/tinkered with.

[hiqualideals]

Fortunately I have clear pictures of all angles of the watch on the listing and the damage is clear where they've opened the watch and the damage done because of it 

[department28]

So, the buyer has opened a false 'not as described' case, and you have reported a problem.

Does eBay make a decision based on that report? Or is the OP obliged to refund, or partially refund, before eBay will 'step in'?

[hiqualideals]

I've asked eBay to step in and have sent all the images and explained that the buyer has opened the watch up which is why it's damaged. So now eBay will investigate, hopefully in my favour !

[department28]

Let us know when you hear back. Good luck!

[hiqualideals]

They refunded the buyer and sided and with me, I had enough evidence to back my claim!

[department28]

Glad you did not have to refund, but even though the buyer lied and sent you back a damaged, or different watch, they are able to keep the watch - or the bits they may have removed from it - and get a full refund?

It is a funny old system.