Buyer requesting partial refund, advice please..

[WheresTheCoffee]

Hi, I regularly sell on Ebay but mostly clothes and toys. DP asked me to sell for him a full set of Wade Natwest ceramic pigs. The buyer paid quickly and I packed them very securely and delivered with Myhermes. This was all completed and delivered by Tuesday this week.
This morning I've had a message from the buyer saying that one of the pigs has a break on his front that has been repaired with glue and a crack running right around the back. Neither if these were there when I posted them!
I was cautious when I wrote my listing as I knew that collectors would want to know every mark on them. I scrutinised those pigs to make sure that my listing was accurate! So, basically what the buyer says isn't true. They have asked for (at least!) a partial refund and have said they won't return them. I'm upset about the whole thing to be honest
I've never come across this sort of thing before..can anyone advise me please on what is the best thing to do here? Any thoughts appreciated!

[lemontwist]

Sounds like they're trying it on. Ask them to forward detailed photographs.

Its not up to them to decide on refund instead of sending them back. Unfortunately ebay does tend to side with the buyer but I'm sure you could insist on them returning the item rather than issuing a refund

[lljkk]

How much did they sell for and how much of a partial refund do they want?

One problem is that there's no reason why they shouldn't break the pigs in sending them back. Then you've got a very messy situation trying to prove when or how they were broken.

Of course you could refuse, they could open a case & get full refund. Or they might not bother but trash your FB & stars, with unknown repercussions.

Painful & unfair as it is, I would be minded to give a small partial refund and put them on my Blocked Bidders List.

[GemmaTeller]

Ask for photo proof or to send that one back.

A buyer recently sent me a vague email saying part of something I sent her was broken.

I emailed her back in a friendly way asking for more info and a photo of the damage - never heard from her again.....

[LaurieFairyCake]

I would get them to send one back. Are they really going to break and repair it with glue?

I wouldn't give a refund until they were all with me or the one that was broken was.

[sebsmummy1]

First of all how much of a refund do they want based on the price you sold them for?

You know this is horribly dangerous territory as it could go all sorts of ways.

Personally if I'd made good money on them and they wanted a small refund I might just go along with it just to get the matter sorted and dealt with. If they wanted a stupid refund then of course the first thing to do would be to ask for photos of the affected pig.

If the photos did show damage then I would ask for them to either send the whole set back and give a full refund or send that particularly pig back for a partial refund.

I would also be stipulating that the buyer is responsible for getting the items back to you with no damage and if they are damaged you will not be refunding.

I have no idea how much protection you really have here as eBay is so weighted on the side of the buyer. It sounds to me like they can claim anything and eBay will refund them.

My recent experience was selling a brand new Sophie Giraffe teether to a lady who messaged me a few days later to say the item was not as described and dirty and she wanted a refund. Based on her opening a dispute eBay had already ring fenced the money in my Paypal account to refund to her. I just refunded her, received the item back and am keeping it for (hopefully one day baby no.2). Wasn't worth the hassle over £8.

[LilyBlossom14]

she could be returning her own faulty item

tell her to return for a refund and once you have checked your security markings you will refund in full

most sellers will not entertain a partial refund - return everything for full refund or nothing. I am not sure MyHermes covers you for china does it?

[WheresTheCoffee]

Thanks everyone for your replies, there are a lot of suggestions here that I hadn't thought of!
I sold the pigs for £36.00, the one in question is Maxwell and he's not overly rare. I'm watching one out of interest that finishes in a couple of hours and he's at £6.00.
I'm going to ask for photos in a friendly way to start with, hopefully calling their bluff will be the end of it!

[specialsubject]

have you got a photo of it as it was before you sent it?

if so, she can whistle claim from the courier.

[LilyBlossom14]

the buyer cannot claim from the courier as they didn't have the contract with them. Also a courier won't pay out for an item which has been broken and repaired will they? I would bet the buyer wants a free replacement for her own damaged iem.

[WheresTheCoffee]

I have photos, both of the set and the individual pigs. The buyer won't be able to claim from the courier either as they won't cover ceramics. I've just heard back and she wanted my personal email address to send over photos?! I've asked her again to send via Ebay messaging. I'll wait and see I'm not obsessively checking ebay, oh no, not me

[PoorOldCat]

Ebay message photos don't work normally. They will either be tiny if they come through at all, or you won't be able to attach them. I have tried a lot recently.

Tell her your email address but you have to write it as in dot com or ebay block it.

[DandelionGilver]

Request her to send it back for a refund, and stipulate that the item(s) MUST be in the same condition as shipped. If she opens a case against you this is what ebay will tell her to do. If she doesn't return it, she won't get a refund. They do not always side with the buyer, if the seller is following ebay rules.

[MrCabDriver]

She could have a broken one at home and this is what she will send a photo of/return!

I would point blank say it is not at all possible that the pig was like that when I packaged it, please return and I will refund as I am not comfortable to partial refund

[NorbertDentressangle]

My suspicious mind is wondering if she already had a broken Maxwell one and is going to claim that that is the one you sent her.

She might then send you the broken one in return for a partial refund and keep the unbroken one you sent.

[wightjellybaby]

Are the photos you took before sending good enough to zoom into the 'effected area' to prove theres no damage if so get their pics to compare then go to ebay tell them whats happening but youll need solid proof for them to side with you unfortunately.
Good luck

[LilyBlossom14]

so tell her to return ALL of the items, tell her once you have checked your security marks you can refund. But they couldn't claim from the courier anyway as the damage she states isn't something which would occur in transit

I have said that she is trying a switch which is why you need to mention security marks. Anyway, return all for a refund or nothing. Clearly buyer wants cheap/free items. No decent seller will refund a penny until an item has been returned.

[WheresTheCoffee]

I think that asking her to return them all (as shipped) will be my next step although I expect she'll send them back damaged and unsellable

I don't see why I should issue her a partial refund, I know my listing was correct. I scrutinised those pigs and know there was no glued bits!
I know that ebay is anonymous and I think it's really sad that some people try and take advantage of that. It hadn't occurred to me that she might be trying to get a free one and/or replacement!

[SDTGisAnEvilWolefGenius]

Have you told her you have photos of the pigs from before you sent them? If she know you have evidence that proves she's lying she might drop it.

[WheresTheCoffee]

No, she doesn't know that I have the close up pictures. The listing only included a group shot and then three individual ones that showed a close up of listed marks.
Hmm, I hadn't thought of that SDTG. I'll be sure to let her know in my next message!

[SDTGisAnEvilWolefGenius]

Tbh, although it is possible that the pig might have got cracked in transit! the fact that you know she's lying about the glued bit makes it likely that she's lying about the other damage too.

[WheresTheCoffee]

My thoughts exactly!!

[LilyBlossom14]

eBay will not force you to give a partial refund btw - return in full or nothing is their stance.

[WheresTheCoffee]

Well, I've seen the photos and it looks like poor Maxwell has had a knock and been glued! It is clearly the same one I sent as there is a distinguishing mark (which I had included in the listing).
I've replied to the buyer with my photos and so that she can see the condition it was originally in when listed and sent. Any subsequent glueing has happened after it left my care!
I really hope this is the end of it, I'm pretty fed up at the thought that someone would break something, fix it and then attempt to charge me for it.

[WheresTheCoffee]

So the buyer has replied with the following..

"I have tried to resolve this with you in an amicable way and I have done what you have asked of me. However, the fact remains that your item was damaged when it arrived here and these photos are how the product was when unpacked. I am going to return all of the items to you unless you can suggest an acceptable alternative.

Please note that if I return the items I will then have no option but to open a dispute under eBay and PayPal and I will seek a refund for the postage too."

I'm at a loss for what to do! I can't even resell the pig they've broken

[sebsmummy1]

Unfortunately I think you're stuffed.

I think the only way you can deal with it is let it go through the resolution centre using your photos but I suspect the buyer will get a refund.