Seller wants a partial refund on buggy - any idea where I stand on this

[MumbleBag]

Honestly, I am getting so fed up with eBay atm. I have over 600 positive feedback, never had a negative until now.

I listed our old Bugaboo Bee for sale (cash on collection) and carefully listed all the faults (split wheels, gaffa tape on rain cover etc). Buyer came to collect, inspected it thoroughly, paid cash and left. Two hours later I get an email to say the chassis broke when they took ot to the park and they wanted £30 for a new one. The buggy was fine when they left but I said that I would give them a full refund if they brought everything back, thinking that I can at least sell all the extras separately to recoup some costs.

He then started saying how they had a three hour journey and it would cost them £15 in petrol to bring everything back and he just wanted the money for a new chassis. He has now left me negative feedback and escalated a case to eBay where he asked for a partial refund of £40. Luckily I had the option to tick a box saying I would give a full refund on return on items.

He's messaged me again to say he just wants £40 for the new chassis so I have said that he will need to escalate to eBay in that case as I will only offer a full refund on return of items.

Does anyone have an idea of how eBay would react to this? Also, if they find in my favour, can I have the negative feedback removed?

[Ledkr]

He's trying it on I think. It's sold as seen surely, like when you buy a second hand car?

[poopooheadwillyfatface]

Stick to your guns. Full refund upon return only. He had the chance to inspect it on collection.
He is taking the piss most likely

[SandyDilbert]

well he can say what he likes, ebay can't find in his favour because he paid cash, and you don't have to repay him anything. His only way of getting any money back is by taking you to small claims, and that seems unlikely. How much was it?

I doubt they will bring it back. And even if they do they can't force you to hand over any money. Sounds like bullying tactics to me.

Have you asked for photos as proof?

[alemci]

sounds like he is trying it on. don't budge. Do you think he lives 3 hours away and that the Chassis has broken?

[SandyDilbert]

the buyer doesn't have a leg to stand on because they paid cash - and I am sure they know that. I really would not respond any further. You could ask if ebay would remove feedback - if they mention a case or refund they may remove it.

[MumbleBag]

Thank you! That's reassuring! I think he forced the buggy when collapsing or uncollapsing it and broke it. Either that or he is just completely trying it on.

Either way I think I have been fair to offer a full refund if he returns everything to me (there were lots of extras). I can see on eBay where he lives and it is an hour's drive. Maybe an hour and a half in bad traffic so his 3 hour drive is a return journey. But I am certainly not giving him £40 when the buggy was fine when he picked it up. Will have to wait for the case to go to eBay but I feel more confident now based on what you have all said. Thank you!

[MumbleBag]

Sorry, missed a few points above. It sold for around £160 and I haven't asked to see any photos yet, but wouldn't pay out without seeing them or having the actual buggy and extras back.

[SandyDilbert]

but if he has broken it through misuse it isn't really your responsibility to refund is it.

[MumbleBag]

No, but he is saying I sold him a broken chassis. He messaged me again saying he won't take the full refund and just wants money for a new chassis, so I'm just going to have to wait for him to refuse my offer of a full refund officially on the case that's been opened and then see what eBay do to mediate.

In the meantime I've reported him for leaving negative feedback as I don't think that's fair if I offered I full refund. We'll see...

[SandyDilbert]

but he looked at it before handing over the money - and it wasn't broken when it left you though. Ebay will not refund him, they cannot as he didn't pay by paypal. Cash sale, so nothing they can or will do.

[MumbleBag]

Thanks! It's good to hear that. I don't think he's going to close the case until the deadline though as he keeps messaging me outside of the resolution centre so it is just a bit frustrating to know I will have to wait a while for this all to be resolved. Last message said:

Iam correct buyer. You are lyer (sic). I still want back money for chassis.

[SandyDilbert]

please ignore, or copy and paste his messages into the resolution centre - do not respond any further. Even if he 'wins' the case with cash payment ebay can't do anything anyway. Just don't bother replying any further.

[MumbleBag]

I wasn't planning to respond after that message. I have tried again and again to politely say I will offer a full refund if all items are returned but after receiving that message I am not going to reply any more.

[lljkk]

You don't have anything further to say. I don't think Ebay will find in his favour. They won't remove the neg FB, either, though. Think carefully about how you reply to that. How badly did they hit your DSRs?

[MumbleBag]

My DSRs are still all 5 star. I just hate seeing a negative and know that when I buy if I see a negative I always scroll down to read that feedback. Amazing that they wouldn't remove it, even if they found in my favour. The whole experience has really put me off eBay combined with the high charges and annoying buyers.

[poopooheadwillyfatface]

if they leave a negative just add a comment that you offered a full refund upon return. As a buyer that wouldn't put me off and makes him look like a disgruntled arse. I do look at feedback but neutrals and negs are often for daft reasons and a calm polite response from the seller shows them in a good light IMHO

[SandyDilbert]

they already did neg

I agree leave calm follow up, something like - 'Item left me in fully working order- full refund offered on return. Buyer declined'

makes buyer look awkward and you look reasonable and businesslike.

[Kelxx]

Hi, I had a similar problem with feedback after the guy thought he'd bought something else, even though the ad had several detailed photos of what he was getting.

Paypal put my money on hold, he sent me messages calling me an idiot & stupid.

I kept my calm, told him politely that I would not correspond with someone who was abusive (even though I've probably been called worse!) he then left a neg.

I then messaged ebay stating the above & informed them that I was unprepared to correspond any further with someone who was abusive, explaining that 'if they read the messages, they would see that I had been reasonable' & that 'I'm sure you'll agree, the neg is unfair' Next thing I know they had released my funds & removed the neg.

I think the key is to always stay calm & polite, and if lucky, a nice ebay employee, may remove the neg. At least paypal can't take your money, good luck :)

[MumbleBag]

Thanks Kelxx. That's interesting to read. As he paid cash they haven't held my PayPal account. When you system you messaged eBay did you do that through the open case or a different way?

This case is still open but should be closing soon. Not sure if it closes after 30 or 45 days. Have read different lengths of time.

[MumbleBag]

Just in case anyone finds this useful as a reference, I received an email this morning to say the case was closed as the maximum time a case can be open for had passed. I don't need to do anything else. So I didn't have to pay the partial refund as I kept offered a full refund on return of goods which the buyer refused. Phew!

The negative feedback has remained but I have added an explanation to say the buyer was offered a full refund which they refused.

Thanks for all your help!