Buyer Return Request

[bradsmithlive999]

Hi All,

How would you deal with this situation. Buyer received a brand new PS5 Sealed. 3 days later on christmas day they raised a return request "item not described".

They stated 'hole in the box' and console would not switch on. They also said "horrible seller, you knew it would not switch on". 

A photo was uploaded of a small hole/damage to the white box which the PS5 goes inside (not the main brown shipping box). How would you deal with this situation? Is there no chance of ebay going with the seller?

A message was added to the returns resolution centre by the seller saying item was brand new and sealed, it is ridiculous to claim a seller would deliberately send a non working console.

The only actions are

- buyer returns item and issue refund

- full refund buyer keeps item

- partial refund

- send buyer a message

The date states jan 3rd. What will happen on Jan 3rd, is there a chance ebay will say to buyer keep item and full refund issued, or will they state to return the item to the seller who will then issue refund, or will they even go with the seller.

As a seller how can one protect against 1) ebay favouring the buyer AND telling them to keep the PS5 thus the seller losing the price of the console and losing everything, is this likely? If so should the seller accept refund now? 

Also how can the seller protect themselves against receiving a different returned item and being scammed, do they have a chance to dispute the returned item before issuing the refund? The serial number of the console has initially sent out has been recorded.

Please help!

[rusticrye]

Ebay have no idea what you actually sent, or what condition it was in when sent or received or received back, as they were not present when sent or received or received back, so have no choice but to accept a buyer's word for it when they claim Not As Described, and ensure they are fully refunded as per their Money Back Guarantee.  They cannot get into disputes between you and a buyer.  Only a judge can decide if a buyer is a liar or scammer.

You agreed to comply with the MBG when you registered your account. If you dig your heels in and refuse to offer refund on return, Ebay will either force you to pay for a returns label, or they will force the refund without the need for return. You will also have a damaging defect slapped on your account for failing to comply.

This may sound unfair, but it's the fairest it can possibly be.  The MBG is a very good thing (although you may not think that at present) as it gives buyers the confidence to shop with you and every other Ebay seller.  Without it, you'd be lucky to sell anything at all.  In fact, without it, Ebay would no longer exist.

You will have to refund on receipt, and then report the buyer to Ebay for abusing the MBG by fraudulently claiming Not As Described (via the 'report' button on your ‘leave feedback’ page) if you're 100% sure that's what they've done.  A few of those from different sellers, and their account will soon be toast.  And add their Ebay ID to your Blocked Bidders List so they can’t darken your doorway again.

You can then deal with the buyer outside of Ebay as follows, if they have actually scammed you:

Send them a PayPal invoice to cover your losses, giving them 7 days to send cleared payment or you will be taking legal action and reporting them to Action Fraud (the police's online fraud unit).

If payment is not received within that timeframe, send them a 'before action' letter by Signed For post, giving them 7 days from receipt to make full and cleared payment, or you will report them to Action Fraud, and take them to Small Claims court to recover your money and all court and other costs.

If payment is still not received (unlikely, as this is generally enough to put the fear of god into small-time fraudsters), take them to Small Claims court if you wish.  Very easy to do, and the process can be started online.

If you haven't been scammed, ie. the item could have been damaged in transit, just lodge a claim with the carrier (or with Packlink if you bought the postage on Ebay) using your proof of posting receipt, once you've fully refunded the buyer.

@bradsmithlive999 

[bradsmithlive999]

Thanks for the solution rusticrye,

Just a few questions, once I get the PS5 back I have to make sure it has been received BEFORE I give the refund i.e. ensure its in the box, same serial number etc, if it is not, does the buyer still get the refund regardless or can I complain and ensure buyer does not get a refund until they return the actual product. On ebay it says I have 2 days to inspect the goods and give a refund, does that cover me as a seller incase the goods returned are missing.

Secondly if the item was damaged in transit would I have to complain against the courier company or do I get a refund from the original retailer that sold me the good. How can I prove to the shipping company the console was damaged in transit as only evidence I have is a small hole in side of the box? The actual console may be perfectly fine visually. Would they refund the full cost of the console just for this?