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

[gindygoo]

Well you can fight it but there's a correct way to do it. As cases are automated of you refuse to accept eBay will do one of 2 things.

1. Issue the buyer with a returns label and bill you for it. Then give them a full refund once it shows as delivered (or even attempted delivery!) back to you.

2. Give the buyer a full refund from your funding source, and tell them to keep the item.

eBay also give your account a damaging defect, it doesn't take many to get your eBay selling account banned for life.

If you refuse you can then appeal the outcome, but be aware it's a c*rapshoot on whether you'll win that appeal.

I understand the sentiment but you do need to understand the facts of what eBay will do if you dig your toes in.

[agloriousspringday]

Firstly, a sincere thank you to all above who have helped guide me through this mess of a situation! Your time is very much appreciated. And now for the update....

A couple of days ago I wrote to the buyer again and said I would happily accept the return and refund them tge amount they won the item for plus postage- if they agreed to cover just the return postage charge. No response.

But then, woke up this morning to see 'Buyer has closed return case'. I've been left confused as to what brought this on? Granted I've not had a reply to any messages bar the one which was a response to my partial refund whereby they told me to 'stick it'!

No money has been taken from my PayPal, nor any amount 'frozen'. So far, so good. I do not have a defect either and am still 'above standard' with reference to seller performance. This has put my faith back into the eBay system. From all the feedback ove read on these forums I expected a very different outcome and long fight on my hands.

Now to respond to the negative feedback where they said 'LISTED STATED FULLY WORKING, WHEN IT ARRIVED 2 MAJOR PARTS MISSING'...ofcourse it was posted as spares/repairs.

I contacted ebay asking if they could take the negative feedback away but he said it would be better to respond to it.

any reasonable suggestion for a reply to the (above) feedback left would be good please.