Had a right nighymare with Simple delivery and eBay customer service last few days.
Im a private seller, I occasionally sell old car parts on eBay, I haven't sold much for a while obviously things on eBay have changed a bit this year.
I sold an old car light last week and opted to use eBay's simple delivery service for the first time.
Item was in good condition with good close up images etc, I dispatched the item quickly, upon delivery the buyer contacted me claiming the item was damaged.
He sent a picture showing a very small scratch/crack which wasn't present before it was shipped.
I apologised for the inconvenience and said I would happily offer a partial refund if he wanted to keep the light or arrange a return and issue a full refund.
The buyer requested a full refund, which was fine, I asked him to raise a return request on eBay so I could process the return and issue a return shipping label.
Now prior to recent ebay changes this is the process I would follow previously, however on this occasion eBay notified me that a case was opened, however as I had used Simple delivery they would handle the request and I didn't need to do anything. (I couldn't anyway)
This is where it all gets a bit messy, the buyer provides evidence to eBay and based on that evidence eBay have decided its been damaged in transit, but the damage shown was not deemed sufficient enough to warrant a full refund, eBay therefore decide to only issue the buyer 25% refund, eBay then close the case.
It's important to note at no point in that process have I been involved, i.e I've not disputed his claim or provided any counter evidence, eBay have made the decision purely on the evidence he supplied.
As I used Simple delivery and the item was damaged in transit, I'm not deemed to be liable for the refund, eBay have therefore released my funds and also covered the 25% refund to the buyer.
The buyer's obviously not happy with the outcome of eBays decision, I've had several emails from him today demanding that I arrange a return and issue a refund.
However I simply don't have that option available to me on eBay to issue the return/refund that he's requesting.
I've spoken to eBay several times today to clarify this position and they've confirmed its case closed nothing more they can do.
I totally understand the buyers frustration but what's really not helping is that he's been told by eBay, that despite the case being closed he can contact me to arrange a return and refund.
My feeling is they are either giving him incorrect information because customer service don't really understand that its covered by them as it was damaged in transit and I used Simple delievry but more importantly I dont have the functionality on eBay to raise a return.
Has anyone had a similar experience?
What else can I possibly do?
eBay have advised that I can simply block the buyer and they will remove any negative feedback left.
But that's not the point, he's had a s***t experience and I've had an equally s**t one spending the day responding to his angry emails and speaking to eBay trying to figure out what I should/shouldn't be doing.
To add insult to injury he's told me to stop selling on ebay and that he's leaving negative feedback because I've ducked my responsibility to resolve his issue which seems a bit harsh.
