new xbox console buyers wants refund

[jonis_4066]

I'm new to ebay selling and really stressed out so please ignore if i missed anything. Recently sold an unopened xbox console but buyer's complaining there was cut on seal, cable missing and sticker missing (I don't even know what and where that sticker should be) as I've not open the box to see everything. I know its really hard, how I'm going to establish the truth because I didn't opened the console and so far everthing should be there. She wants to raise complain 'item not as described' to ebay. I have taken all pictures carefully so buyer can see the state of the box from the pictures as well as explaining the slight damage about the item on description hence did not hide anything. I've read similiar stories from sellers and it said refund the money as ebay will protect buyer's any how. But how I'm going to make sure she is not going to change the console ( the one I've sent to her) with broken or return something else. what i should do now?  any law to protect the gadgets? is there way to find out , if ther's any how? 

[ruby*tuesday]

Yes you will have to accept the Return and generate a Returns Label through the Case within 8 days. You never checked what was in the Box, Buyer could be telling the truth. When you get the Item back fully Refund through the Case. Your EBay Final Value Fees will be Credited back to your Seller Account. Hopefully you can Relist the Console.

If you don't accept the Return you will lose any Fee Credit and receive a Damaging Defect on your Account.

If they Return something else you can Appeal to EBay.

[kad1178]

looking at the pictures in your listing you can see the box has previously been opened - all 4 seals broken and 2 poorly resealed.

So it appears the buyer is telling the truth and as you've no idea what was in the box be thankful they're not claiming it's a brick instead of the console. Probably best to apologise and tell them to open a return, provide a return postage label and then full refund once you've received it back.

[jonis_4066]

Thank you gav178 for quick response. Its just the outer sleeves cover seal got damaged but the box is un-opened and this is the harsh reality I cannot do anything to prove it. On the top ebay still holding my money. Anyway if I refund the money how I'm going to make sure buyer is returning the original console not with something else? any chance how to find that out except matching the box serial number against the console if there's any to find that out. Can I request them by direct message to post it at their own expenses and later on I'll add to their refund value or its by ebay law I've to send the return postal a must thing to do via case.

[*knight-rider*]

Sorry, but in my opinion, the box has clearly been opened and is in poor condition for a brand `new` item!
if the buyer says there are things missing, there are things missing, as far as ebay are concerned, so you need to pay for return postage and refund on return. You can`t ask them to pay for the return and refund later, that`s not how it works!
Given the box had been opened, it would have been a good idea to check it`s contents against the list included in the box, i.e, printed on the box or on the instruction manual, is generally a `list on contents`.

just as a side story, i paid £50 a couple of weeks ago for ellie gouldings new cd brightest blue, which was advertised as `new`. when it arrived, it had clearly been opened and was`nt cellophane wrapped, so it was returned. if i buy a new item, i expect it `new` and sealed, not opened and/or damaged 🙂