How to arrange refund

[woodlandwoodpecker]

Hi - I need some advice please!

I sold an item, new and still in manufacturers sealed moulded plastic packaging but the buyer has contacted me this evening to advise part of the chrome surround is scratched. It is not very clear from the pictures they have sent however whether the item underneath the plastic is scratched or just the packaging.

However being a considerate seller, l've offered them a refund and they should return it.

The buyer has responded to advise the item is for his wife's birthday and can I wait until 25 May so she can open the packing and decide whether she wants it. I'd rather they just return the item in its original unopened state if they do not want it . The item was offered for sale a few months ago but I never sold it and the buyer has been contacting me several times to ask me to list as a buy it now.

My gut is to just ask them to return it and I'll refund. How do I arrange a refund - via eBay? As presumably I'll need to arrange to send them a postage label?

do I refund before receiving the item back?

Any advice welcome 

[**peaseblossom**]

Ask them to open a return on ebay.    Do not refund until you get the item back.    Then you refund via the return case.

[jefftopman]

100% do not refund before they request a return and then only refund once you receive the item back. Otherwise you will lose your money and most likely your item. Once eBay have the return request they will either supply the returns label direct and then charge you for it or they will ask for your consent for them to supply the label again at your expense. So no need to worry about the returns label.

[jefftopman]

Sorry forgot to mention refund through the returns case.

[woodlandwoodpecker]

Thank you - buyer is now telling me  he’s away from home and can’t return it for 10 days (after his wife’s birthday) so now wants to keep it but wants a partial refund. I’d rather he just return it if he is claiming it’s scratched. Where do I stand as a seller?

[dancewithadingo · Accepted solution]

Good Morning Woodland

His wife no doubt has undoubtedly had her curiosity aroused by a package arriving at the house. Tell him to show it to his wife now and get a decision.  If she doesn't want it then it gives him adequate time to buy something else.

Additionally the last thing you want is the packaging opened and the item then returned. Operate within eBay's system.

He maybe angling for a partial refund. Personally if this is the case I wouldn't. Return for a full refund.

[ile136yz]

You have asked the Buyer to return the item.

Just sit back and wait for the item to be returned unopened.

There is no need to reply any more to the Buyer.

[woodlandwoodpecker]

Thanks as suggested by Dancewithadingo I’ve asked him to show his wife so she can make a decision. They either want it or don’t and said I’m happy to refund for the item being returned in its unopened state, not a partial refund. Feels like they wanted the item but cheaper as when originally listed they asked if I would reduce the price!

thank you to everyone for their replies 🙂

[4_bathrooms]

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@woodlandwoodpecker wrote:

Feels like they wanted the item but cheaper as when originally listed they asked if I would reduce the price!

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That was the buyer's first warning shot. When it comes to noticing a scratched finish on an unopened item in an intact retail blister pack, a ~£25.00 kitchen timer as a "present for the wife", being happy to accept a partial refund instead of returning the item etc. I don't believe a word of it. At best your buyer is a just a chancer at worst they could be a trader masquerading as a private buyer.

I did wonder why anyone would bother kicking up such a fuss over a £25.00 kitchen timer but a quick search reveals the (fairly rare) timer you have typically sells for around $70.00 - $80.00 (£50.00 - £60.00) in the US if it is in the original blister pack and I note you didn't offer international shipping on the original listing. 

If the buyer continues to be a pain without opening a return case you can add their eBay user ID to your blocked buyer list here then make sure you have the "Don't allow blocked buyers to contact me" option selected in your buyer requirements here - the buyer will then only be able to contact you if they actually open a case. Even then they could open a case and return a different item or an empty box etc. but there is a way to deal with that situation should it arise that should ensure you're not left out of pocket.    

[woodlandwoodpecker]

Thank you - that’s really helpful advice.  They have already stated ‘I’m not trying to rip you off’ but that exactly what it feels like! The ball is in their court now - I will refund if they open a case and return the item in tact, but there’ll be no partial refund. 
there’s been no contact from buyer today - perhaps they are pondering their next move!

[5216elisabeth]

You may not hear from them if you have thwarted their plan 🙂  I often find if a buyer is angling for a discounted/free item without a genuine reason that once I indicate it will be a return for a full refund they either suddenly decide the problem isn't a problem or go quiet.  I've had a couple of buyers try 'the lights are a different colour' unfortunately for them in both cases the particular lights weren't ever made in the colour they claimed they received!  One buyer suddenly loved the unexpected 'manufacturing error' colour, the other went silent.  

[woodlandwoodpecker]

Indeed! I’ve not heard from them since Tuesday and there’s been no return requests yet! I’m expecting some sort of negative feedback!