Question about a buyer asking for refund - am I being taken advantage of?

[brasseyed_5588]

Hi,

Any advice welcome as to where I stand (I've contacted ebay... but nothing back after nearly a week!)

Basically, I sold a professional video camera card reader to the US (sending from UK). Value, about £250.

Nearly a month after the buyer received the item they are claiming it has a damaged port on the back and so are asking for a refund. My suspicion is that they've got their use out of the item and then are trying to return it -- a month is long time not to notice it was faulty. My suspicions are further raised by the fact the user was messaging me while the item was in transit to 'complain' as to why it hadn't arrived. Also, the delivery address seemed to be some factory in Florida (when I google earth'd it), but the user's account is registered to the UAE. 

I can't help feel they are chancing their arm, but ebay policy means I might have to just bite the bullet and pay for a refund postage label etc. 

Appreciate an advice! I'm not a professional seller, just someone selling a few bits and pieces that aren't being used. 

Thanks

Matt

[jckl1957]

Two key questions:

What was the latest estimated delivery date for the item sold or, what date does tracking show it was delivered?

Has the buyer opened a return case through Ebay?

[rjwilmsi]

I agree with your suspicions. It sounds like the item has been delivered to a freight forwarder in Florida and then sent somewhere else in the world. It sounds like buyer is "fishing" for a refund to me, because they think it will be too difficult for you to arrange a return.

If the buyer has just sent you messages but it hasn't actually opened a case then all I would do is reply to the message saying they need to open a return case. Nothing else. You never know, eBay might have banned them from opening cases because of previous bad behaviour. So DO NOT do anything based solely on messages.

Because claims of a fault within 30 days are covered by eBay's guarantees you would have to accept a return. As it's international, you could update the case to say you are unable to provide a label but then the buyer may purchase a label that is unnecessarily expensive and you'd have to refund that cost. So, what I would do is accept the return, purchase a label valid for return postage from the delivery location in US to the UK and attach that to the return case. If the buyer doesn't use the label you should later be able to void it for a refund. If you are right that the buyer is "fishing" for a refund they will never use the label and the case will eventually be closed.

 If the buyer has used a freight forwarder they will be unlikely to be able to arrange a return using your label so it will probably disappear. (There is a chance that the buyer will use the label to have something else returned to you. That would then be fraud so eBay should cover you under their seller protection rules.)

Last point: I am a professional seller (although selling a lot less these days) but at no point did I ever think it was worth the hassle of offering international postage myself. As a private seller I wouldn't bother with it. At least in the UK with any returns you can sort it out by eBay automatically issuing an inexpensive label. Once you post something internationally all these problems become yours to resolve. I wouldn't bother with it.

[brasseyed_5588]

Thanks for replying. Yes - I tracked it all the way: It arrived on Oct 21/22nd. The return was requested Nov 18. 

Buyer has opened a case on Ebay, but they have now puts the case 'on hold' while they review after I questioned it. 

[brasseyed_5588]

Thanks so much for your reply, really useful intel.

The buyer did request the return, but Ebay have now responded to my concerns and have the case on hold for now -- hopefully they're running a few checks on the buyer.

If it comes to it, I will provide a returns label, as you say, and potentially call their bluff. They got the return request in just under the 30 day cut off. So, I'm content with the ebay policy... suspicious though I am. 

[lighting_signs_and_vintage]

---

@brasseyed_5588 wrote:

Ebay have now responded to my concerns and have the case on hold for now -- hopefully they're running a few checks on the buyer.

---

Afraid this is wishful thinking, they will be doing precisely nothing, there is now a small risk the outcome will be the buyer will get to keep the item AND get a refund. Hopefully, they will simply force a return, and as you say the buyer won't be able to make one if the original address was a forwarder.

It is rarely in your interests as a seller to let eBay make decisions like this, I don't advise it again - ask here first 🙂

[lighting_signs_and_vintage]

Reminds me of that stupid advert they ran a few years ago where they mocked up a meeting room in a glass walled London skyscraper type office, full of several furrowed and concerned people huddling around a screen with a sign saying something like 'e3ay Investiagtions' on the door. GARETH KEENAN INVESTIGATES! more like.

[aj_swift]

Gareth Keenan Investigates! I know what I will be putting on the telly tonight 🤣

[aj_swift]

"Case on hold" rarely goes well. I would phone eBay and offer to accept the return before they resolve it in buyers favour.

[lighting_signs_and_vintage]

That's worth a try, good point.

[brasseyed_5588]

Wow, love the community spirit here 🙂

Thanks -- as suggested above, I've spoken to Ebay (who were actually in my favor and shared my suspicions). I've posted a returns label in the chat to the buyer, so the ball is in their court. 

[lighting_signs_and_vintage]

---

@brasseyed_5588 wrote:

I've spoken to Ebay (who were actually in my favor and shared my suspicions).

---

I'm glad that worked, but please don't be fooled. They tend to parrot back anything fed to them they think you like to hear, followed by whatever action either suits them financially* (you - hopefully NOT here - taking the financial hit by accepting blame and return cost) because shouty customers having a row just takes up valuable call slots and keeps KPIs in 3rd party call centres from being met. Afraid that is the way it is.

*Or was pre-determined by bots dressed as manual intervention through the use of a time delay.

[jckl1957]

It would be better to provide the return label through the case so Ebay is aware.

I always find that, once a case is opened, it's best to keep everything in the case.