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. ☹️

[*guinevere*]

It would have been so much simpler for you to have accepted the return and thereby getting your selling fees credited. Ebay would have returned your fees if only you had accepted the return and issued a timely refund.

Now you have lost your selling fees, ended up with a scratched watch and an account defect.

What a shame when it could all have been avoided.

[hjennerway]

But I stated "no returns", and the reason for returning the item was invalid, as it actually was exactly as described, in used condition with minor scratches. I know it's not the buyers issues, but the first time it was listed, the original winning bidder didn't pay due to "buying it from another seller".

[tobiasd4]

"Used but in excellent condition."
This is what you said in description,but in your question you admitted there were scratches,
Sorry, you can't have it both ways.
Had you handled case properly you would have item back to resell.

[*guinevere*]

@tobiasd4 Well spotted. The OP's description doesn't mention any scratches.

[ruby*tuesday]

If you didn't Open an Unpaid Item Case for the Previous Purchase Ebay will Invoice you the Final Value Fees there too! Stating "No Returns" is just for a Change of Mind Return. Is no good applying that when a Buyer claims "Not As Described" EBay find in the Buyers favour as they are covered by the EBay Money Back Guarantee. Sellers aren't. You have made the situation a whole lot worse for yourself.

[hjennerway]

My point is that "excellent condition" to means that everything's included, the charger, strap and it works. It's listed as used and the buyer admitted before paying that they could see there were minor scratches, which is why they messaged me to ask about the condition. I was upfront about the surface scratches. If there's no objective list of criteria used to assess the condition, how can they make a decision to say he's right and I'm wrong? A different bidder asked for closer photos before placing a bid, which I happily sent and he ended up choosing not to bid. The fact is that after fulfilling my end of the deal and sending the watch in good faith, I'm now expected to pay all of the associated fees, despite having to refund the full amount.

[tobiasd4]

You are not helping your case by admitting that there were scratches when you said excellent condition.
Most of us agree ebay is biased towards buyers,
you can argue all you want with them, but you won't win.