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. 

[igotlazymutts]

Collections have always been under "saw, inspected, accepted, collected". Some people paid cash on collection, some paid in advance.

So back again. If the rules have changed, then everyone with bulky items are pretty much stuffed.

[dancewithadingo]

Good Evening Igo

You can no longer pay cash on collection. As regards your first point a buyer has always been able to contest the purchase after collecting and leaving. 

[igotlazymutts]

What % of the sale price? (sorry for asking)

[igotlazymutts]

I beg you differ, there had been numerous discussions re after collection in the past.

[dancewithadingo]

The sale price was in the region of £440.00. Consequently the requested partial refund is slightly over 50%.

[moonlight-rhapsody]

I would just add, keep an eye on the feedback they give to you.  If it's negative, you can appeal.

Also, check out the previous feedback that they have given to others, it's sometimes quite enlightening.  If you can't find where that is, come back to us to ask.  It might come to light that they have a history which is helpful to you.

Incidentally, sellers are unable to give negative feedback to buyers, so you will only see positive feedback for them as a buyer, which makes it a bit meaningless.

Really sorry this has happened to you, I hope ebay will support you as it's obvious that they knew exactly what they were getting.

[dancewithadingo]

Refer me to one that supports your argument.

[igotlazymutts]

Crickey! Fight it.

[eastern-lights]

Ahem!

https://www.ebay.co.uk/help/selling/posting-items/setting-postage-options/local-pickup?id=4181

"Returns for local collection listings should be treated the same as other delivery options. If the buyer returns an item because it's faulty or it isn't as described in the listing, they can return it to you even if your return policy states you don't accept returns."

[igotlazymutts]

And you know perfectly well that I won't be able to find anything on ebay forum, because the search system is sh***e. 

I have been on ebay as long (if not longer) as you are and my partner had similar case in the past. So the question stands, have the rules changed and if so, the sellers with bulky items have to go elswhere.

[igotlazymutts]

Eff me gently! Sellers beware!😡

[roger_roger_over_and_nowt]

Ebays MBG applies to collected items as well as posted items.As it has done from when the MBG was first introduced.It didn't apply when cash on collection was used or if the MBG wasn't applicable as the MBG doesn't apply to all items listed on this site.

The only difference is that the buyer negates the MBG if they use a third party to collect item.

The seller is still liable to arrange and pay for the return of the item at their cost by trackable method which can sometimes cost more than the items worth.

[igotlazymutts]

Following latest reply (I have had my eyes rolled as far as they could), offer to collect it (and see what happens 😉 )

Collect it (if that happen) and whack on fb+£collection fuel+some for good measure you can knock off.

PS. I have a soft spot for rangemasters, 90 is my size, depending on location.

[xyz307xyz]

Just to add I don't often see the ebay reps on here making comments at the weekend. Feel free to talk to customer services but I wouldn't rush to communicate with the buyer or offer/make any refunds. (I assume the time is ticking on the case though.)

Someone has already tagged dave, given the item price, hopefully marco@ebay and kat@ebay won't mind me tagging them (if I've done it correctly!) - first time, I think - they can check which one of them can best answer.

I do note the the buyer does have a 1000+ feedback score (I can't tell if recent or the %). It may be a genuine mistake not a scam. I would hope that the ebay reps could arrange some agreement which both sides would accept - potentially even telling the buyer she got what was described. You may lose the sale, but in my view you shouldn't lose anything else, including return cost - as I say, that's just my view.

[jonatjonatjonat]

Does the husband class as a third party collecting on behalf of the buyer? Given they aren't the buyer on the account? 

[tytherley12]

Thank you.  It’s clear from their messages that they know how to do this, and get away with it. I feel like such an idiot for falling for it, but then I don’t understand how I could have done anything different to protect myself, other than not selling on EBay which is such a shame. 

[3942rick2005]

I was about to post the same! Exactly my thought when I read that post

[igotlazymutts]

Excellent point!

[tytherley12]

I only discovered it was a man and wife team from the messages this evening. The man who collected it made the arrangements and didn’t mention his wife at all. In fact he was delighted with the cooker and in his words he said “that’s just perfect”. Not surprised as it included the cooker hood and chimney, and we also gave him a brand new grill shelf and pan that we hadn’t used; still in the wrapping so they got a bargain but I was just happy to sell it and make some room at home. 

[tytherley12]

Sorry to be dim but does that make a difference in their favour? I imagine so…