Fraudulent Return and Forced Refund

[hjennerway]

I sold an apple watch series 4 a few weeks ago. It was listed as "excellent condition", used. The buyer messaged me after winning the auction to all say he didn't have time to check the photos properly but could see there were a few scratches from the pics. I confirmed this via message - that there were a few surface scratches but no deep ones - you have to hold the watch up to the light to see them and they're not visible with every day use.

I received £170 for the item and paid £7.50 to post it out the next day via special delivery. The buyer opened a case against me on receipt stating it was SNAD and that it had "many scratches" which is not the case. I refused the refund, eBay decided in his favour anyway and today they issued his refund. I've removed all funding sources from PayPal and eBay and transferred the money to my bank account so I think it's safe.

I disagree with the decision, but for an easy life, was/am willing to refund the amount, minus the postage and PayPal fees, which I cannot reclaim. I've spoken to two eBay reps today and emailed customer service 5 times explaining that the item I received back is actually more scratches - as though he scratched it out of spite and that I'm not willing to pay the postage or PayPal fees as I can't claim these back. The first rep said to send him an invoice (I said this was unlikely to work, and he subsequently messaged me explaining the issue was between me and eBay). The second rep was completely unhelpful and I've had varying advice via email.

I'm really out of options at this point and I have three issues:

1. The item WAS as described, and that without an objective list of criteria to define "excellent", everyone's interpretation is different. I'm not aware of such a list despite asking customer support. Excellent to me is "charger, straps etc included, works perfectly, screen not cracked or significantly damaged"

2. The item was more scratched upon its return

3. Paying the postage fees and PayPal fees will leave me £12.57 out of pocket. 

I've been an eBay member for over 10 years and after this, there is no way I'd ever sell anything ever again. I've explained the history many times to various reps and the worst I've been threatened with so far is a debt collector. I don't fancy having a debt collector turn up and having to explain to them. I hoped my reputation and history would count for something. ☹️

[red_magpie]

Many sellers, like yourself, have sold on eBay for years without realising the risks until a sale goes wrong.

EBay's money back guarantee policy is to support the buyer unless they can determine that the item was as described. As they don't even see it, and have no idea what the buyer received or what condition it was in, it's almost a foregone conclusion that they will disregard anything the seller says, and enforce a refund.

One seller sent us what is reportedly eBay's reply, which sums up the situation perfectly: "As we didn't see the original item that you sent to the buyer and we didn't see the item the buyer returned to you, we are not in a position to take sides in these situations and verify who has the valid complaint". As previously mentioned, eBay's idea of not taking sides where they don't know who has the valid complaint is to make the seller refund the buyer.

What I think is particularly scandalous is that, even although eBay admits they don't know whose claim is correct, if the seller contests the case eBay penalises them with an account defect just for trying to put their side.

Incidentally, what do you imagine would have happened if the buyer had kept the watch you sent them, and returned a junk watch instead? Many sellers who have allegedly been in this situation have told us that eBay ignored their complaints, and enforced a refund anyway.

EBay as become an absurdly unsafe place to sell anything of value.

[hjennerway]

Thanks for the detailed reply. I’m really not bothered about a defect or negative feedback. There’s no way I’d ever consider eBay as a sales platform ever again after this ridiculous claim.