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EBay advice (yet again!) :(

£0.00 @ eBay
Looking for some advice people! Basically, I sold an item on eBay on 19th august, and buyer has only just today (27th September) opened a case because it doesn't work properly. I know it works fin…
Eden0032 Avatar
5m, 23h agoPosted 5 months, 23 hours ago
Looking for some advice people!

Basically, I sold an item on eBay on 19th august, and buyer has only just today (27th September) opened a case because it doesn't work properly. I know it works fine because I tested it before I sent it, but the buyer is demanding a full refund (I'd have to refund it in full plus original postage plus return postage).

What I'm worried about is if it's returned in a different condition to what I sent it like, i.e. missing parts or modified etc.

I've told them what to do in regards to the issue they say they're having, but what should I do now?
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Eden0032 Avatar
5m, 23h agoPosted 5 months, 23 hours ago
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#1
I thought you dont have to pay return postage unless you are a business

what is the item?
#2
Did the buyer contact you before opening a case?

What did you sell?

I had a similar issue when I sold an Xbox 360 wireless network adaptor.
I tested it before settling and they said it wasn't working and sent it back, so I had to give them a refund. What I got back definitely wasn't the same one but I never took a note of the serial number, so there was no way I could argue...
#3
Yes sounds like scammer to me, did you note serial number before sending? Did you take photos of the item with security seals intact? I know this may not help with ebay as they tend to side with the buyer in cases like these, but if they do send you a different item back this would be fraud and could threaten police action?
#4
CaptCShadow
Did the buyer contact you before opening a case?

What did you sell?

I had a similar issue when I sold an Xbox 360 wireless network adaptor.
I tested it before settling and they said it wasn't working and sent it back, so I had to give them a refund. What I got back definitely wasn't the same one but I never took a note of the serial number, so there was no way I could argue...


​Its a Hornby locomotive, which I've spent hours installing a digital chip to the motor (manually) - if that means anything at all - and used for hours and hours at my heart's content! :P

What I suspect might happen is that they swap the chassis/motor that I installed the chip to with one that is not installed.

The buyer is saying that the loco only goes in reverse and not forwards, which is very hard to believe since if it's receiving power it should be working fine.

They did not contact me before they opened the case, instead they opened the case and while I was replying they messaged me to say they opened a case.

Apparently I am responsible for return postage because it's "not as described".
#5
johnwillowlfc
Yes sounds like scammer to me, did you note serial number before sending? Did you take photos of the item with security seals intact? I know this may not help with ebay as they tend to side with the buyer in cases like these, but if they do send you a different item back this would be fraud and could threaten police action?


​There's no serial number on this item unfortunately, though I did take photos which hopefully I can retrieve (I have a new phone since I sold it, so hopefully my backup app worked)
#6
Unfortunately ebay tend to side with the buyer in an 'significantly not as described' case.

Ebay cases are not guarantees for items, can you find out by asking the buyer clearly, if the item was working on arrival? If it was, you may be able to convince CS that they buyer is misusing their Ebay Money Back Guarantee policy.

If it was faulty on arrival, you will have to accept the return and pay for the returns postage. Ebay can supply a label and it's usually £2.99 which they bill you. You have to refund on receipt of the returned item.
#7
Eden0032
CaptCShadow
Did the buyer contact you before opening a case?

What did you sell?

I had a similar issue when I sold an Xbox 360 wireless network adaptor.
I tested it before settling and they said it wasn't working and sent it back, so I had to give them a refund. What I got back definitely wasn't the same one but I never took a note of the serial number, so there was no way I could argue...


​Its a Hornby locomotive, which I've spent hours installing a digital chip to the motor (manually) - if that means anything at all - and used for hours and hours at my heart's content! :P

What I suspect might happen is that they swap the chassis/motor that I installed the chip to with one that is not installed.

The buyer is saying that the loco only goes in reverse and not forwards, which is very hard to believe since if it's receiving power it should be working fine.

They did not contact me before they opened the case, instead they opened the case and while I was replying they messaged me to say they opened a case.

Apparently I am responsible for return postage because it's "not as described".


​Sounds dodgy. I've had genuine times when I've bought something that wasn't as described and it was dealt with very quickly by the seller.

The fact that they opened a case before talking to you about it throws up red flags in my opinion.
#8
Eden0032
johnwillowlfc
Yes sounds like scammer to me, did you note serial number before sending? Did you take photos of the item with security seals intact? I know this may not help with ebay as they tend to side with the buyer in cases like these, but if they do send you a different item back this would be fraud and could threaten police action?


​There's no serial number on this item unfortunately, though I did take photos which hopefully I can retrieve (I have a new phone since I sold it, so hopefully my backup app worked)


Since this has been modified by yourself you can clearly see if it has been changed, I hope you get it sorted eden, hate ebay now puts me off selling on there
#9
CaptCShadow
Eden0032
CaptCShadow
Did the buyer contact you before opening a case?

What did you sell?

I had a similar issue when I sold an Xbox 360 wireless network adaptor.
I tested it before settling and they said it wasn't working and sent it back, so I had to give them a refund. What I got back definitely wasn't the same one but I never took a note of the serial number, so there was no way I could argue...


​Its a Hornby locomotive, which I've spent hours installing a digital chip to the motor (manually) - if that means anything at all - and used for hours and hours at my heart's content! :P

What I suspect might happen is that they swap the chassis/motor that I installed the chip to with one that is not installed.

The buyer is saying that the loco only goes in reverse and not forwards, which is very hard to believe since if it's receiving power it should be working fine.

They did not contact me before they opened the case, instead they opened the case and while I was replying they messaged me to say they opened a case.

Apparently I am responsible for return postage because it's "not as described".


​Sounds dodgy. I've had genuine times when I've bought something that wasn't as described and it was dealt with very quickly by the seller.

The fact that they opened a case before talking to you about it throws up red flags in my opinion.


​Thanks for the replies.

The buyer says they were unable to test it as their layout was not completed until now (though to test it you only need a short piece of track and the controller, so they would have had the ability to test it).

It does sound dodgy to me too, and hopefully CS realise this and side with me, but I highly doubt this will happen.
#10
I had a very similar issue - I sold something, they said it was faulty, returned it (as they have a right to) and got the item back, to find they had fabricated the issue.

- I wanted to return the item to them (at their cost) - they didn't want a replacement item they returned it as faulty which for all intents and purposes was fixed.

Instead, ebay refunded them the full amount, INCLUDING the postage - I was out of pocket c£10, for an item that was fully operational - eBay were simply not interested in resolving the issue for me - as far as they were concerned, I should swallow this unfair postage cost when the item was returned for no reason.

I don't believe this is fair - if someone wants to return an item simply because they want it, I don't believe the seller should be out of pocket for postage.

If I bought something and decided I didn't want it, I would return it at my cost, and expect a refund of the product minus the postage costs.

But eBay are simply crooks and don't agree.

Basically, get them to return the item at their cost - do not acknowledge the buyer and report them straight to ebay when you get the item back - unless of course the item is exactly the same, and it is genuinely faulty.
#11
Eden0032
CaptCShadow
Eden0032
CaptCShadow
Did the buyer contact you before opening a case?

What did you sell?

I had a similar issue when I sold an Xbox 360 wireless network adaptor.
I tested it before settling and they said it wasn't working and sent it back, so I had to give them a refund. What I got back definitely wasn't the same one but I never took a note of the serial number, so there was no way I could argue...


​Its a Hornby locomotive, which I've spent hours installing a digital chip to the motor (manually) - if that means anything at all - and used for hours and hours at my heart's content! :P

What I suspect might happen is that they swap the chassis/motor that I installed the chip to with one that is not installed.

The buyer is saying that the loco only goes in reverse and not forwards, which is very hard to believe since if it's receiving power it should be working fine.

They did not contact me before they opened the case, instead they opened the case and while I was replying they messaged me to say they opened a case.

Apparently I am responsible for return postage because it's "not as described".


​Sounds dodgy. I've had genuine times when I've bought something that wasn't as described and it was dealt with very quickly by the seller.

The fact that they opened a case before talking to you about it throws up red flags in my opinion.


​Thanks for the replies.

The buyer says they were unable to test it as their layout was not completed until now (though to test it you only need a short piece of track and the controller, so they would have had the ability to test it).

It does sound dodgy to me too, and hopefully CS realise this and side with me, but I highly doubt this will happen.


​I though they said it only went in reverse?
Surely they would know that from a test.
#12
tell him to get ****. its out of the 30 day return window meaning you don't have to accept the return. ebay shouldn't make you either as EBAY MONEY BACK GUARANTEE states 30 days
#13
CaptCShadow
Eden0032
CaptCShadow
Eden0032
CaptCShadow
Did the buyer contact you before opening a case?
What did you sell?
I had a similar issue when I sold an Xbox 360 wireless network adaptor.
I tested it before settling and they said it wasn't working and sent it back, so I had to give them a refund. What I got back definitely wasn't the same one but I never took a note of the serial number, so there was no way I could argue...
​Its a Hornby locomotive, which I've spent hours installing a digital chip to the motor (manually) - if that means anything at all - and used for hours and hours at my heart's content! :P
What I suspect might happen is that they swap the chassis/motor that I installed the chip to with one that is not installed.
The buyer is saying that the loco only goes in reverse and not forwards, which is very hard to believe since if it's receiving power it should be working fine.
They did not contact me before they opened the case, instead they opened the case and while I was replying they messaged me to say they opened a case.
Apparently I am responsible for return postage because it's "not as described".
​Sounds dodgy. I've had genuine times when I've bought something that wasn't as described and it was dealt with very quickly by the seller.
The fact that they opened a case before talking to you about it throws up red flags in my opinion.
​Thanks for the replies.
The buyer says they were unable to test it as their layout was not completed until now (though to test it you only need a short piece of track and the controller, so they would have had the ability to test it).
It does sound dodgy to me too, and hopefully CS realise this and side with me, but I highly doubt this will happen.
​I though they said it only went in reverse?
Surely they would know that from a test.
The buyer says it only goes in reverse (which unless they have a polarity issue with their own setup, shouldn't occur).
Apparently they "tested it today because they layout was not completed".
#14
betty54327
tell him to get ****. its out of the 30 day return window meaning you don't have to accept the return. ebay shouldn't make you either as EBAY MONEY BACK GUARANTEE states 30 days
Totally agree, they have 30 days
#15
hutchir9
betty54327
tell him to get ****. its out of the 30 day return window meaning you don't have to accept the return. ebay shouldn't make you either as EBAY MONEY BACK GUARANTEE states 30 days
Totally agree, they have 30 days
Apparently ebay go by the estimate delivery date, which for some stupid reason was 31st August, so they have until 1st October to open a case. I reckon if I can prove delivery was before then, I should be fine. And I sent it via Hermes so it'll be tracked.
#16
Further to my comment above, the buyer messaged me on 22nd August to say they received it!
#17
Assume they paid by paypal, does that not give them 180 days to make a claim then?
#18
Daftfool666
I had a very similar issue - I sold something, they said it was faulty, returned it (as they have a right to) and got the item back, to find they had fabricated the issue.
- I wanted to return the item to them (at their cost) - they didn't want a replacement item they returned it as faulty which for all intents and purposes was fixed.
Instead, ebay refunded them the full amount, INCLUDING the postage - I was out of pocket c£10, for an item that was fully operational - eBay were simply not interested in resolving the issue for me - as far as they were concerned, I should swallow this unfair postage cost when the item was returned for no reason.
I don't believe this is fair - if someone wants to return an item simply because they want it, I don't believe the seller should be out of pocket for postage.
If I bought something and decided I didn't want it, I would return it at my cost, and expect a refund of the product minus the postage costs.
But eBay are simply crooks and don't agree.
Basically, get them to return the item at their cost - do not acknowledge the buyer and report them straight to ebay when you get the item back - unless of course the item is exactly the same, and it is genuinely faulty.
Why are eBay the crooks? The 'crook' in this instance is the buyer.
#19
Eden0032
CaptCShadow
Eden0032
CaptCShadow
Eden0032
CaptCShadow
Did the buyer contact you before opening a case?
What did you sell?
I had a similar issue when I sold an Xbox 360 wireless network adaptor.
I tested it before settling and they said it wasn't working and sent it back, so I had to give them a refund. What I got back definitely wasn't the same one but I never took a note of the serial number, so there was no way I could argue...
​Its a Hornby locomotive, which I've spent hours installing a digital chip to the motor (manually) - if that means anything at all - and used for hours and hours at my heart's content! :P
What I suspect might happen is that they swap the chassis/motor that I installed the chip to with one that is not installed.
The buyer is saying that the loco only goes in reverse and not forwards, which is very hard to believe since if it's receiving power it should be working fine.
They did not contact me before they opened the case, instead they opened the case and while I was replying they messaged me to say they opened a case.
Apparently I am responsible for return postage because it's "not as described".
​Sounds dodgy. I've had genuine times when I've bought something that wasn't as described and it was dealt with very quickly by the seller.
The fact that they opened a case before talking to you about it throws up red flags in my opinion.
​Thanks for the replies.
The buyer says they were unable to test it as their layout was not completed until now (though to test it you only need a short piece of track and the controller, so they would have had the ability to test it).
It does sound dodgy to me too, and hopefully CS realise this and side with me, but I highly doubt this will happen.
​I though they said it only went in reverse?
Surely they would know that from a test.
The buyer says it only goes in reverse (which unless they have a polarity issue with their own setup, shouldn't occur).
Apparently they "tested it today because they layout was not completed".


​Does the layout affect the item being used?
#20
CaptCShadow
Eden0032
CaptCShadow
Eden0032
CaptCShadow
Eden0032
CaptCShadow
Did the buyer contact you before opening a case?
What did you sell?
I had a similar issue when I sold an Xbox 360 wireless network adaptor.
I tested it before settling and they said it wasn't working and sent it back, so I had to give them a refund. What I got back definitely wasn't the same one but I never took a note of the serial number, so there was no way I could argue...
​Its a Hornby locomotive, which I've spent hours installing a digital chip to the motor (manually) - if that means anything at all - and used for hours and hours at my heart's content! :P
What I suspect might happen is that they swap the chassis/motor that I installed the chip to with one that is not installed.
The buyer is saying that the loco only goes in reverse and not forwards, which is very hard to believe since if it's receiving power it should be working fine.
They did not contact me before they opened the case, instead they opened the case and while I was replying they messaged me to say they opened a case.
Apparently I am responsible for return postage because it's "not as described".
​Sounds dodgy. I've had genuine times when I've bought something that wasn't as described and it was dealt with very quickly by the seller.
The fact that they opened a case before talking to you about it throws up red flags in my opinion.
​Thanks for the replies.
The buyer says they were unable to test it as their layout was not completed until now (though to test it you only need a short piece of track and the controller, so they would have had the ability to test it).
It does sound dodgy to me too, and hopefully CS realise this and side with me, but I highly doubt this will happen.
​I though they said it only went in reverse?
Surely they would know that from a test.
The buyer says it only goes in reverse (which unless they have a polarity issue with their own setup, shouldn't occur).
Apparently they "tested it today because they layout was not completed".
​Does the layout affect the item being used?
Most likely - it sounds to me like one of 2 things is the issue - either their wiring of the layout (they've got a digital layout it has to be perfect), or their track is dirty causing data from the terminal to not reach the computer chip in the loco. The buyer seems to be refusing any troubleshooting steps I am telling them, saying that I'm just ripping them off and I should send them a refund.
#21
eBay have told me to wait until the case is automatically escalated to them as there is nothing else I can do for now.

Thanks all for your advice - I have all the delivery evidence I need, so hopefully eBay side with me as it has been longer than 30 days.
#22
They should have 30 days max to try out and test, but ebay/paypal makes up their own rules.

I would send a message via the case to buyer that have 30 days max to test and return which is more than amicable time and also that it was working perfectly when sent
There will probably a bit of back and forth with emails, but you can stick it out and see what happends there's a Small chance ebay may side with you or on very rare occasions they will pay for refund

Edited By: Sandy1012 on Sep 27, 2016 13:43
#23
Eden0032
eBay have told me to wait until the case is automatically escalated to them as there is nothing else I can do for now.
Thanks all for your advice - I have all the delivery evidence I need, so hopefully eBay side with me as it has been longer than 30 days.

If the case is outside of the 30 day limit the buyer won't be able to escalate on day 8.
#24
Eden0032
CaptCShadow
Eden0032
CaptCShadow
Eden0032
CaptCShadow
Eden0032
CaptCShadow
Did the buyer contact you before opening a case?
What did you sell?
I had a similar issue when I sold an Xbox 360 wireless network adaptor.
I tested it before settling and they said it wasn't working and sent it back, so I had to give them a refund. What I got back definitely wasn't the same one but I never took a note of the serial number, so there was no way I could argue...
​Its a Hornby locomotive, which I've spent hours installing a digital chip to the motor (manually) - if that means anything at all - and used for hours and hours at my heart's content! :P
What I suspect might happen is that they swap the chassis/motor that I installed the chip to with one that is not installed.
The buyer is saying that the loco only goes in reverse and not forwards, which is very hard to believe since if it's receiving power it should be working fine.
They did not contact me before they opened the case, instead they opened the case and while I was replying they messaged me to say they opened a case.
Apparently I am responsible for return postage because it's "not as described".
​Sounds dodgy. I've had genuine times when I've bought something that wasn't as described and it was dealt with very quickly by the seller.
The fact that they opened a case before talking to you about it throws up red flags in my opinion.
​Thanks for the replies.
The buyer says they were unable to test it as their layout was not completed until now (though to test it you only need a short piece of track and the controller, so they would have had the ability to test it).
It does sound dodgy to me too, and hopefully CS realise this and side with me, but I highly doubt this will happen.
​I though they said it only went in reverse?
Surely they would know that from a test.
The buyer says it only goes in reverse (which unless they have a polarity issue with their own setup, shouldn't occur).
Apparently they "tested it today because they layout was not completed".
​Does the layout affect the item being used?
Most likely - it sounds to me like one of 2 things is the issue - either their wiring of the layout (they've got a digital layout it has to be perfect), or their track is dirty causing data from the terminal to not reach the computer chip in the loco. The buyer seems to be refusing any troubleshooting steps I am telling them, saying that I'm just ripping them off and I should send them a refund.


​I think the fact you are offering advice to try and get it working process you aren't ripping them off. Then not willing to even try just makes it seem even more likely they are trying to scam you.
#25
WTF!?!?

Buyer has closed the eBay case and opened a PayPal case!

Definitely lost my money now.
#26
ipswich78
Daftfool666
I had a very similar issue - I sold something, they said it was faulty, returned it (as they have a right to) and got the item back, to find they had fabricated the issue.
- I wanted to return the item to them (at their cost) - they didn't want a replacement item they returned it as faulty which for all intents and purposes was fixed.
Instead, ebay refunded them the full amount, INCLUDING the postage - I was out of pocket c£10, for an item that was fully operational - eBay were simply not interested in resolving the issue for me - as far as they were concerned, I should swallow this unfair postage cost when the item was returned for no reason.
I don't believe this is fair - if someone wants to return an item simply because they want it, I don't believe the seller should be out of pocket for postage.
If I bought something and decided I didn't want it, I would return it at my cost, and expect a refund of the product minus the postage costs.
But eBay are simply crooks and don't agree.
Basically, get them to return the item at their cost - do not acknowledge the buyer and report them straight to ebay when you get the item back - unless of course the item is exactly the same, and it is genuinely faulty.
Why are eBay the crooks? The 'crook' in this instance is the buyer.

The buyer is a crook, but ebay sided them despite evidence, and despite me raising it as an issue to them.

They just went and refunded the entire amount including the postage I had lot to the customer, when I had contacted them raising a dispute.

They didn't even have the courtesy to contact me to tell me they had done it.

So yes, they are crooks.

*edit for clarity

I received the item back and tested it, and it was not faulty a the customer had advised.

I then contacted ebay to ask them what I could do - and instead of replying to me, they took money out of my account and gave it to the buyer.

Edited By: Daftfool666 on Sep 27, 2016 14:34
#27
Eden0032
WTF!?!?
Buyer has closed the eBay case and opened a PayPal case!
Definitely lost my money now.

Not a chance don't give up.

How can they claim they didn't receive the item when they reported it as faulty!!

Get on the phone to paypal and raise it your end asap.
#28
Daftfool666
Eden0032
WTF!?!?
Buyer has closed the eBay case and opened a PayPal case!
Definitely lost my money now.
Not a chance don't give up.
How can they claim they didn't receive the item when they reported it as faulty!!
Get on the phone to paypal and raise it your end asap.
Result!

Just phoned PayPal and they immediately said they'll close the case and give me my money back, no questions asked.

Thank you, and thanks to everyone who replied! :D
#29
Great outcome
#30
Eden0032
Daftfool666
Eden0032
WTF!?!?
Buyer has closed the eBay case and opened a PayPal case!
Definitely lost my money now.
Not a chance don't give up.
How can they claim they didn't receive the item when they reported it as faulty!!
Get on the phone to paypal and raise it your end asap.
Result!
Just phoned PayPal and they immediately said they'll close the case and give me my money back, no questions asked.
Thank you, and thanks to everyone who replied! :D


Great result! PayPal done that because they probably verified that a eBay case was already completed and closed.
#31
Eden0032
Daftfool666
Eden0032
WTF!?!?
Buyer has closed the eBay case and opened a PayPal case!
Definitely lost my money now.
Not a chance don't give up.
How can they claim they didn't receive the item when they reported it as faulty!!
Get on the phone to paypal and raise it your end asap.
Result!

Just phoned PayPal and they immediately said they'll close the case and give me my money back, no questions asked.

Thank you, and thanks to everyone who replied! :D


​Great!

Shows not all scammers get there way. :)

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