Return damaged due to poor packaging

[pyrrhus80]

I recently sold a laptop. Upon delivery, the seller requested a return, which I agreed to.

However, I've just received it back and despite reusing the box that I sent it in, they didn't pack it properly, and there's a whole load of damage to one of the corners of the laptop, where I suspect the plug from the charger  has impacted it.

When I click "report problem" within the return request page, I'm offered a space where I can describe the damage and upload photos - but I cannot submit it without issuing a full refund to the buyer. It seems to be little more than an opportunity to inform the buyer of the damage as I refund him. How is that helpful to me?

The laptop is heavily damaged directly because of the buyer's careless packaging. It originally sold for £250 but I'd be very lucky to get even £100 for it now.

What's the procedure for situations like this? I suspect I'll ultimately need to refund the buyer but is there anything else I can do? It seems extremely unfair.

[dancewithadingo]

Good Evening

I feel for you. Selling on eBay is stacked in favour of the buyer. In this case you will just have to refund in full,including the postage.

In your position I would contact the buyer and tell them of the damage caused by their lack of adequate packing.  You could speak to eBay by ringing them and for what it's worth seeing what they have to say. It's at least worth making an appeal and hoping that eBay will do something, but don't hold your breath.

When selling on eBay you are sending items out on approval and entirely in the hands of your buyer.  You unfortunately have met someone who doesn't really care.

There really should be a fund set up by eBay to cover situations like this.  Apart from sympathising I really can't think of anything else you can do.

What and see what other correspondents have to say/suggest.

Good luck

[department28]

If you haven't already resolved this issue, the 'Condition of returned items policy' from eBay's Customer Service pages might be worth a look.

'If a buyer returns an item, it should be returned in the same condition in which it was received, and it should include all items that were in the original package.

If the returned item is used, damaged, or missing any parts, or is damaged during return delivery because it wasn't packaged correctly, the seller might deduct from the refund to cover the loss in the item's value.

Read our full policy below for more details and specific requirements by listing category.'

[roger_roger_over_and_nowt]

What reason did the buyer give for the return ?.

In other words who paid for the return label (who took the the contract out with courier).

[pyrrhus80]

They claimed it wasn't as described. I'd said it was in "excellent" condition (it was!) but they insisted that it wasn't. They included photos of a few tiny marks to prove their point - but I could see from their feedback that they'd just bought something from another seller, who had recently listed a bunch of the exact same laptops for cheaper than mine. It seems highly likely that they were just using the snad claim as a pretext for a free return because they'd found the laptop cheaper elsewhere. That in itself is frustrating, but it's a reality of eBay that I can live with, so I just accepted the return request without making a fuss.  Receiving damaged returns because the buyer couldn't be bothered to pack it carefully is something I have a harder time accepting. 

[gameswap.shop]

I would recommend getting in touch with eBay customer service. Items are supposed to be returned in the same condition. Make sure to take pictures of the packaging and product in the condition it was received. 

[department28]

If you've already refunded, it may well be too late to do anything about the situation now, but you would probably have been entitled to deduct an amount for the damage, according to the 'Condition of returned items' policy.

It is a shame for the buyer to get away with this.

[studiomaster_uk]

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@department28 wrote:

... but you would probably have been entitled to deduct an amount for the damage, according to the 'Condition of returned items' policy.

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AFAIIA, making a refund deduction for 'damaged or false returns' is a feature available to business sellers and, generally, not available to most private sellers.

[department28]

Oh - I assumed it would apply to all sellers. It doesn't seem fair that a buyer can return an item to a private seller 'any old how', leaving out the packaging it came with, and still get a full refund if the item gets damaged in transit. 

[pyrrhus80]

I contacted eBay Customer Service and they sent me a declaration to sign and then refunded the buyer themselves.

I'm pleasantly surprised.

[dancewithadingo]

Good Afternoon

Well done and congratulations. Like you I am somewhat surprised,although it's not unheard of.