Item NAD case opened for an item listed as SPARES /REPAIR

[agloriousspringday]

I sold an item as SPARES/REPAIR which once the buyer received, they opened a case requesting a return citing it as item NAD.

They claimed some pads were missing and a pad holder(?) and asked me to send it to them. I looked into the items they wanted and responded very courteously saying that the items they asked for were not mentioned in the listing, nor photographed and that I actually don't have them. Google showed the part they mentioned can be bought for £11 so I offered a partial refund of £8. This was more than I feel the need to because after all it was sold as SPARES/REPAIR so really, its sold as seen, right? But the £8 I offered was because I really didn't want a negative in my feedback-  and also,  if I were to look at it from a different angle, the package cost nearly a tenner to post out alone, so if I were to cover return postage too, that's quite some dip in the funds.

The buyers very first message was normal tone albeit demanded I send them out extra things mentioned above- but the tone really turned after that and they've been incredibly rude in their messages calling me a 'liar' and telling me to 'stick it' (the partial refund) which I don't even think he is deserving of now, either! 

Lo and behold, this evening I see they've left me a Neg (which is not a fair rating as the missing electrical cable (wire) was mentioned in the listing and the rest of the pictures show the exact item as it was advertised

I really do not want to be forced to take it back and grant the buyer a full refund as well as having to foot return postage. I was really trying to be civil all because I don't want the neg (which I have got now) This case has been weighing on my mind all day, and I'm so disappointed to see comment on my feedback. 

Surely if an item seels as SPARES/ REPAIR, there should not be a  NAD option available? 

Wha should I do? I can't see an option to close the case... what do you wise forumites advise my next step to be? 

Thanking in advance

[agloriousspringday]

I sold an item as SPARES/REPAIR which once the buyer received, they opened a case requesting a return citing it as item NAD.

They claimed some pads were missing and a pad holder(?) and asked me to send it to them. I looked into the items they wanted and responded very courteously saying that the items they asked for were not mentioned in the listing, nor photographed and that I actually don't have them. Google showed the part they mentioned can be bought for £11 so I offered a partial refund of £8. This was more than I feel the need to because after all it was sold as SPARES/REPAIR so really, its sold as seen, right? But the £8 I offered was because I really didn't want a negative in my feedback-  and also,  if I were to look at it from a different angle, the package cost nearly a tenner to post out alone, so if I were to cover return postage too, that's quite some dip in the funds.

The buyers very first message was normal tone albeit demanded I send them out extra things mentioned above- but the tone really turned after that and they've been incredibly rude in their messages calling me a 'liar' and telling me to 'stick it' (the partial refund) which I don't even think he is deserving of now, either! 

Lo and behold, this evening I see they've left me a Neg (which is not a fair rating as the missing electrical cable (wire) was mentioned in the listing and the rest of the pictures show the exact item as it was advertised

I really do not want to be forced to take it back and grant the buyer a full refund as well as having to foot return postage. I was really trying to be civil all because I don't want the neg (which I have got now) This case has been weighing on my mind all day, and I'm so disappointed to see comment on my feedback. 

Surely if an item seels as SPARES/ REPAIR, there should not be a  NAD option available? 

Wha should I do? I can't see an option to close the case... what do you wise forumites advise my next step to be? 

Thanking in advance

[red_magpie · Accepted solution]

You should most definitely contest this case. Your buyer has completely misread the description.

The buyer claims that the listing said the cleaner was full working. It didn't. It said that the cleaner used to work perfectly! You made it clear that it was now sold for spares or repair only.

EBay's definition of for spares or repair, which is included in the listing, is very clear: "An item that does not function as intended or is not fully operational. This includes items that are defective in ways that render them difficult to use, items that require service or repair, or items missing essential components".

The money may not be a big issue in this case, but more importantly if eBay finds the SNAD case in your favour they will remove the neg. If this doesn't happen automatically, you can contact customer support for removal.