Buyer has changed their mind. What can I do?

[anothermakesthree]

Hi I would appreciate some help. Sold an activity tracker (Fitbit) for my son. Tracker only 6 weeks old & in perfect working order when despatched to winning bidder.

Bidder contacted me a few days later and demanded an immediate refund as the tracker would not turn on. I said I didn't think that was right and suggested as a compromise that she send it back to me & I would take it to the retailer. I said if the retailer confirmed on the receipt that it was in perfect working order then I would expect the buyer to accept the item. I also said that if the retailer said the item did not work then I would of course refund all monies.

The buyer then said that they had contacted eBay & that they wanted a refund whether the tracker worked or not as they were entitled to a refund 'whatever their level of dissatisfaction was'. The buyer then changed their story, now the tracker does turn on but doesn't stay on. I think the buyer has just changed their mind about this purchase. I said I would not accept the item back.

After many quite demanding/aggressive emails I asked the buyer to only contact me through the eBay resolution centre. The buyer has now said that they have sent the item back to me via signed for delivery???

Any advice and thank you for reading!

[19lottie82]

You have no choice but to refund, or eBay do it for you (using your funds, obviously). Make sure you accept the delivery, because if you refuse it, eBay will still refund on your behalf. All they need to see is that delivery was attempted.

[anothermakesthree]

I have actually managed to get through to eBay via phone, bit of a miracle! They have told me not to accept the item back as the buyer did not go through resolution and I didn't agree to a return???

[19lottie82]

Really? I'm surprised they would advise you to do this. If a case is opened, and the buyer escalates it, eBay will tell them to return it your a refund anyway, all they'll have to do is produce the tracking that shows delivery was attempted and they'll get refunded anyway.

I'd just accept it now, refund and relist to end the matter. Seriously, if the buyer opens a case, it won't go your way.

"No returns" means nothing on eBay.

[lljkk]

hmmm... if I understand correctly, I think OP can go with her Plan A.
May as well ignore buyer until they open a case and only then have to play the whole thing as 19lottie says, but Buyer may never figure out how to open a case. They can't hit OP with more than one strike, so I'd make them work for it.

[nauticant]

If the item turned up and looked OK I'd just give them a full refund once they'd confirmed cancellation of the transaction.

The time and energy that can be eaten up by a difficult ebay dispute would make me go for a straightforward resolution.

[anothermakesthree]

Thanks for the advice. I've come to realise that there really is no protection for sellers when buyers just change their minds? All a buyer need do is pretend that an item is broken or not as described and send it back. I barely use eBay but I do feel sorry for my son, he was hoping to buy some video games! I'm not going to accept the return.

I'm quite happy for the buyer to open a case & escalate. As mean as it sounds, I'm sure at some point I will have to refund but I'm as sure as hell going to make them do it properly, if only as a response to the shitty emails they have been sending me! Thanks all

[19lottie82]

My point is, as th item is already on its way back to you, when the postie attempts to deliver the item, if you refuse to accept it, then the buyer opens a case, escalates it, and is told to return the item, then provides proof delivery was attempted (and this is all that is required, not an actual delivery) then they will be refunded anyway, and you won't get the original item back. So why risk losing the money AND the item, just to prove your point? The sensible thing to do would be to accept the delivery, refund, block the buyer and relist the item.

[definiteissues]

You would be cutting off your nose to spite your face if you refuse delivery.
You'd lose the item and the money and gain nothing in return.

[madwomanacrosstheroad]

Depends whether you sold it buy it now or as auction. I sold a pair of boots recently through auction. Buyer decided they were to big. I told her that was the risk of buying shoes cheap on ebay. She wanted to return. I refused as I had sold in good faith and there was nothing wrong with shoes and as described. Ebay backed me. Buy it now is different as covered by distance selling regulations.

[19lottie82]

madwoman totally different scenario. With your item the buyer admitted they "didn't fit", so obviously not a faulty item. With the OP's the buyer has claimed the item it faulty from the start. She will NOT win this.

[anothermakesthree]

But it's not as easy as just accepting the item. I work so will not be here when it is delivered. I'm assuming a slip will be left, then a 5 mile trip to pick it up from the post Office Depot !!!

[anothermakesthree]

When I some to eBay on the phone tonight, I asked for a note to be put on the notes that eBay themselves had advised me not to accept the return.

[anothermakesthree]

Sorry, when I spoke!

[19lottie82]

Yes but the eBay rep meant not accept it through the system NOT, not physically accept it if it is sent back to you, which it has been.

As I keep telling you, if delivery is attempted, and you do not accept, or pick up the parcel, then the buyer opens a case they will be refunded (from your PayPal account) and you will lose the item!

If you can't make it to the depot you can go online and book a redelivery or have it sent to your local post office.

I'm quite shocked eBay told you not to accept the return when the buyer says its faulty, some of them don't know their arse from their elbow TBH. You asking them to put a note on your file will make no jot of difference if the buyer opens a case....

[morecoffeethanhuman]

From bitter Experience what is said from the call center means nothing! If u don't get ur item it will b lost and u will have to refund.
Ebay give sellers no protection at all. I'll give my experience & the reason to NEVER sell on ebay!!
I sold a piece of jewellery for 150 (fraction of its worth), buyer said "its not as advertised". I emailed proof of purchase showing it to be exactly as advertised. Ebay wankers sided with buyer as even if u say no returns & give all the proof in the world all buyer needs to say is "not as described". So as soon as the buyer gave the tracking number, ebay refunded on my behalf, even though I was still arguing it! The post arrives, but box is empty. Called ebay wankers who told me - take it up with royal mail + give us 150 as its in the t&c (which it is)
Royal mail say, "don't worry, it was sent recorded so insured yeah? What, ebay don't require that so it wasn't insured? Aw sucks to be u"
So I ended up owing ebay wankers £150
Plus I didn't have my item back!!
Still very very bitter!!! And ebay will do nothing to help a seller!!!

[anothermakesthree]

Thanks for all your help. I'm going to accept package back and leave it to eBay to sort out the refunds.

I think you are right, I will never sell anything on eBay again, I'm just surprised that sellers have such little protection. I think eBay and I are going to part ways after this. Thanks all.

[19lottie82]

In fairness OP you don't know the band isn't faulty yet. If it is you'd need to refund regardless. The compromise you suggested isn't an option. eBay selling isn't for everyone. But if you do decide to use it again, with the greatest respect, I would suggest you brush up on your obligations as a seller. If I was the buyer and the band was faulty, I'd be pretty miffed and feel that you had messed me about quite a bit by now!

[anothermakesthree]

Thanks all. Item arrived this am & I have just collected from post office. Got it home, charged & working perfectly. I really messed the buyer about didn't I

[nauticant]

One useful thing I've learned is that once it's clear a buyer is an arsehole then if you can disengaged without being ripped off it's well worth doing.

Forget principles, they are often counter-productive on ebay.

[19lottie82]

But OP you didn't know the item wasn't faulty until it was returned did you? You need to treat every faulty claim as genuine. If I bought something and it broke and I reported it to the buyer, I'd expect them to offer a full refund upon return straight away with no exceptions. Anything else would result in me leaving negative feedback I'm afraid.