First time having someone request a refund…dodgy?

[tytherley12]

Hi, I sold our Dual Fuel Rangemaster oven today.  It was collected by the purchaser this morning. The purchaser has, this evening, requested a refund claiming that the item isn’t as described.  The purchaser wanted the ovens to be electric, but one is gas and one is electric. I even put in the listing that the main oven is gas, because I wanted to advertise that it has been barely used. Photo of listing below. I also showed her husband which oven compartment was gas when he collected it.  In her messages this evening she has accused me of editing the listing which I haven’t!  To add, she had sent a question before she placed a bid, which I didn’t get around to replying to, which said “Hi can I ask is the oven electric or gas just in the listing it says gas oven but it says dual fuel” so she clearly did know it had a gas oven. Is it likely that EBay will rule in her favour do you think? I don’t really sell on eBay and this lady clearly knows eBay inside and out judging by the content of her messages. It’s really thrown me.  I’ve spoken to eBay and the eBay lady basically said the buyer can do what it likes. Surely this can’t be right? Thanks for reading and any advice. 

[suelel1968]

Tell them to bring it back to you and do a refund then. Sell on Marketplace 

[tytherley12]

She is now refusing to bring it back, and is saying that I have to pay for it to be returned. Can buyers legally do this do you know?  I could understand if the item was broken or not as described, but she’s basically bought an item and changed her mind and now I have to pay for it to be returned and the lady at EBay basically said that buyers can do this and it’s within the rules? If that’s the case I really don’t understand why anyone would sell on eBay?

[plpmr]

Unless they have opened a not as described case do nothing.

If they have opened a not as described case you need to accept the return, get the item back [at your cost] and then refund through the case.

[tytherley12]

They have opened it as a ‘not as described case’ but it’s very clear it is as described, it’s a gas oven and she says she wanted an electric one.  When it’s as clear cut as this, will EBay still side with the buyer please? I’m so upset as it’s going to cost about £80 to go and pick it up and it’s money I don’t have. 

[tytherley12]

Can I refund but less the cost I’d have to incur returning it, if I can prove it is as described? 

[j.p.greenwood]

Listing is accurate, if buyer wanted main oven to be only electric they should have checked at collection point.

Politely reply saying the listing is correct and has not been edited, therefore you don't think a refund is in order as it appears they have made an error.

Do NOT get sucked into an argument via messaging as it isn't worth the effort.

If they file an 'item not as described' claim with E-Bay argue your case with E-Bay, not with the seller.

gl

[eastern-lights]

Sellers are not able to edit a listing after the item has been sold!

[dancewithadingo]

Good Evening Ty

No you can't keep money back unless you are registered as a business. This is a most unfortunate experience/sale. I sympathise with you but you are going to be out of pocket for a lot of money.

You will have to either organise a courier or go and pick it up. You must wait for a case to be opened before proceeding. The only way out of the situation,as I see it,is once a case is opened is to offer a partial refund,which may work out cheaper than paying a courier to bring it back.

In future only sell large heavy,bulky items locally,through other avenues.  Your situation is not unique but the sale of collection only items is fraught with dangers.

Finally in the near future put this buyer on your blocked list to prevent any future purchase.

[tytherley12]

Oh dear. I’m so upset. I can’t afford to collect the item. Does this mean I’ve been scammed and they basically get the oven for free? How is such a loop hole possible? 😭

[igotlazymutts]

Have the rules changed lately?!

The item has been *collected*, which means *inspected* and *accepted*, so the buyer has no leg to stand on!

[sml192]

Generally speaking you have no option other than to accept the return  However, given the size of the item in question I think it would be worth contacting eBay again (request a callback) but do so first thing in the morning so that you get someone from the team in Ireland, who are generally more knowledgeable and have greater authority, and draw their attention to the question the buyer asked and other messages proving that the buyer was aware that the oven was part gas and not all electric.

A partial refund would only be possible if the buyer agrees to it. 

[*vyolla*]

This is such a difficult one. From the buyer's question I'd say that their understanding of what the oven actually is was a bit vague, and they went ahead and bought it and asked their husband to collect, so didn't understand what they were getting until he arrived back home with it.

However, your listing is clear and it should've been inspected on collection.

Problem here is that it's a buyers playing field, and the eBay CS lady is correct - you do need to accept a not as described return and arrange to get the oven back. You have the problem there of arranging and paying or somebody to do that, and hoping that the buyer is in at an agreed time and doesn't play silly beggars, costing you more money.

If you want to run the gauntlet here, you can refuse the return on the basis that the oven is listed as dual fuel, and that the listing hasn't been changed after the sale, and a seller cannot go back in and change the listing after it's ended anyway. There are no revisions showing for that listing when it was live either.

eBay will then likely find in the buyers favour and refund them, and then you would need to appeal eBay's decision. You can only appeal a decision if eBay make one. Whether this will go in your favour, I couldn't tell you. Logic dictates that it should, but who knows?

Perhaps Dave@ebay can offer some advice here, given that the buyer has sent eBay messages illustrating that the error is clearly on their side. 

[dancewithadingo]

Good Evening TY

You have not been scammed,more been 'played'. They will only get to keep the item in the distant future,if you don't collect it either by going yourself or paying someone else to.

As I said previously try asking her if she will accept a 10% partial refund,which amounts to approx £40.00.

Only do this through eBay, do not come to any deals or pay any money outside of eBay.

Not so long ago eBay allowed cash on collection,which eradicated this type of situation but now it is prohibited and payment can only be made through eBay, which makes sellers such as yourself even more vulnerable. 

For your sake I hope that someone else can suggest a better solution or way of approaching this upsetting situation.

Keep your chin up.

[tytherley12]

Thanks so much for the replies. The buyer is now messaging me and I can see that I’m being scammed 😔 She’s suggesting a partial refund of over £230.  I just don’t get it and how this is possible. It seems such an obvious trick now that it’s actually happening but I had no idea that eBay had such a simple loophole for scammers. 

[igotlazymutts]

I will repeat again, as it seems everyone is jumping to "you have to accept return" train.

Have the rules been changed re collection? Because if they have, it opens the whole new tin load of worms. 

#tytherley12  get in touch with CS again. 

[dancewithadingo]

That's outrageous. What a ridiculous figure. Do exactly what Vyolla has suggested. 

I agree with Vy in as much as having sent her husband to collect upon her seeing it on his return she has had a change of mind.

You don't deserve to lose out but prepare yourself it could happen. Just follow Vyolla's excellent advice.

[tytherley12]

Thank you. I will, first thing as another helpful person said that I stand a chance of getting through to Ireland rather than the US and that this can be more helpful? I really do hope so.  Are there rules that if someone collects in person, they can’t then claim the item is not as described? I actually showed him which oven was gas and which one was electric too. 

[sml192]

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@igotlazymutts wrote:

I will repeat again, as it seems everyone is jumping to "you have to accept return" train.

Have the rules been changed re collection? Because if they have, it opens the whole new tin load of worms. 

#tytherley12  get in touch with CS again. 

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Collections have always been covered by the eBay Money Back Guarantee unless paid for in cash.  Ebay removed the option for cash payment (except for Motors) in October last year

[plpmr]

"Are there rules that if someone collects in person, they can’t then claim the item is not as described?"

No such rules.