I've messed up a return request...

[jordans-selling]

So, I sold a NEW & SEALED DVD to someone and when he received it, the DVD is rattling in the box as it came off the spindle whilst in transit. The buyer says he has not broken the cellophane, it is still rattling.

The buyer now says the DVD is "damaged" and he wants to return it as it was a gift for someone. I said that it is NOT damaged but if he wants to return it, he has to pay postage. He refuses to pay postage as "damaged items" are the responsibility of the seller to pay postage (ebay policy states this).

I then thought "well, it only cost me £0.88 to send, I'll pay the return postage." So I then clicked 'accept return'. Return postage will cost me £3.11!!! I only made £2.95 (or less after ebay fees) profit on this sale!

What do I do now? Ebay customer services aren't available.

I was only accepting a return as an appeasement measure, I DISAGREE that the DVD is damaged!

Can anyone help?

Jordan

[john1297576]

How can you say it is not damaged? If the buyer claims not as described you have no choice about paying for the return postage. Would you give someone a present if it was already rattling in the box ?

If you don't ebay will and charge you for it. You also would not get the selling fee refunded, and a defect. 

[jordans-selling]

I’m afraid I disagree with you.

The disc is merely loose in the box, there would be no scratches and it would play perfectly normally.

[1902elder]

If he opens a case, you will almost certainly lose. Suggest you just refund and tell him to keep it. You will not be charged for the postage label if you don't use it. Maybe best to cut your loss.

[vijorey]

If an a not as described case has been opened, you have no option but to agree to pay the return postage..if you don't, and the buyer escalates to eBay, eBay will automatically refund the buyer and quite possibly tell them to keep the item!

it looks as if you have quite a bit to learn about the MBG and the policies of eBay....( what you signed up for when joining eBay)

when you talk about 'profit' from the sale, I am presuming you are buying the items and reselling them on eBay? If so, it makes you an unregistered business seller and therefore trading illegally on eBay....

unregistered business sellers are forced to accept returns, in any condition, for any reason, within 13 months of purchase and pay the return costs...