Buyer wishes to return an expensive collected item via post through return request

[mitchiemasha]

Buyer collected an expensive item and has left + feedback. It's a synth keyboard, quite heavy and large. Now they claim defect and have opened a return request. I was very strict about collection only as if any issues did arise, a return would be easy. They want to post the item and made no contact about an issue prior. The item was fully tested, I used it regularly before sale, so they've liekyl swapped out parts... i'm not fussed about that. More so actually getting my item back.

I'd seriously apreciate any info, this is my highest value transaction on ebay, just under £1000.

[rusticrye]

Did the buyer pay in cash (or by bank transfer) when they collected, as they should have done...? If so, they are not covered by Ebay's Money Back Guarantee.

By the way, Ebay is the only place on which buyers are covered for collection items when they pay by PayPal. This never used to be the case, and I have no idea why it is now, as the law states otherwise (caveat emptor - buyer be aware), and there is no buyer protection on them with PayPal or any other payment processor. The only exceptions are items which can't be fully tested prior to purchase, such as unplumbed washing-machines, or items sold by businesses. Buyers are otherwise expected to fully examine and test and item before handing over cash and taking the item away.

And now, to make matters even worse, PayPal no longer return any fees paid when sellers have to refund (which sellers often have to do with collection items, because those who use PayPal to pay have almost always failed to read, so were expecting the item to be delivered, and live too far away to collect).

So my advise is to list your collection items on Gumtree, Ebay's sister site, where PayPal is not an option a buyer can choose. And, unlike here, you can leave the listing to run till the interested party actually turns up, hands over cash, and takes the item away.

@mitchiemasha 

[mitchiemasha]

item was paid for via paypal!

[rusticrye]

That's very unfortunate. 😞 

PayPal should never be accepted for collection items, as sellers have no way of fighting an Unauthorised Account Use claim. The only thing a payment processor will accept for such a claim is a Proof of Posting receipt, which you obviously wouldn't have. Signed invoices etc aren't accepted as these are too easily forged. You would lose the item, your money, and be charged a hefty admin fee into the bargain.

@mitchiemasha 

[mitchiemasha]

The item is to return to me Tuesday. Hopefully he didn't damage it too much. I did issue postage via ebay automated return but then realised this wouldn't cover it, seriously overweight. Monday will be a long day.

[rusticrye]

Fingers crossed for you. Let us know how it pans out.

@mitchiemasha

[mitchiemasha]

Thank you, it's really appreciated, I will report back.

[mitchiemasha]

To make matters worse I've just discovered he only lives 1hr away, surely at this distance and value, he'd want to return it in person. I'd of collected it myself if i drove.

[mitchiemasha]

Item has arrived back, no issues. Luckily I still had everything installed as it used to be so I plugged it in, loaded an old project and everything worked as it did.

What are my options at this stage?

Do I refund the full amount and his returns postage, just the full amount no return postage or just the full amount, minus the paypal fees no return postage? He hasn't sent it back to me via ebay returns, there's a return open but it's still awaiting dispatch. Paypal haven't put any funds on hold. He already gave me + feedback ages ago.

Thank you.