Buyer saying item damaged on arrival.

[bamboostalks]

I sold a very expensive coffee machine in mint condition. The buyer now tells me that it arrived with a dent and a crack. This is a week after arrival. I insured item. Not sure how to proceed. I packed it so carefully I just feel that he's chancing his arm a bit. He was very late in paying and I thought it would be a cancellation. I've asked him to send photos of damage. What happens. Does he pay to return it to me?


Any advice from more experienced folk most welcome. Thanks.

[LavenderGreen14]

ask them to send photos of the damage, you will need to claim from courier. If they pay out you can refund without the need for a return. Not sure if it would be covered if there was glass.

[bamboostalks]

Thanks for your help. No glass but I don't think the courier would pay out for whole amount would they? Based on a dent and a crack in dial. It's all a mess. I had a bad feeling about this buyer from start.

[LavenderGreen14]

Well the courier will need photos for you to claim from them, and without those you can't do anything. Or they will need to return it to you. Are they going to send pics?

[bamboostalks]

Waiting for them now. But what if courtier says they were there originally?

[LavenderGreen14]

do you have clear auction photos? You can give them a link to the item. which courier was it.

[bamboostalks]

Yes I do. Hermes. I have a feeling that he wants me to offer him a reduction.

[LavenderGreen14]

when I claimed with them I sent them photos from the buyer and a link to the auction page - all done online. They paid out in full within days.

So you think buyer is lying for a partial refund. The answer to that is normally no - return for full refund or nothing. Often buyers pull this trick to just get something cheaper - buyers' remorse and all that.

[bamboostalks]

Thanks for all your help. Do buyers normally have to pay for their return?

[LavenderGreen14]

well, ebay won't force a seller to give return costs too, but if the item is damaged due to no fault of the buyer then a good seller will give return costs too.

[PiggyMalone]

Beware as this may be a scam. I stupidly sold a brand new coffee machine to a new ebayer with no feedback. They claimed it was scratched in transit and opened a case. They sent no pictures of the damage despite me asking. I asked them to return it for a full refund. They never returned it but provided ebay with a tracking number which showed a signature which was not mine. Despite lengthy talks with ebay customer services and Royal Mail, ebay refunded him and I never got it back. I would never ever sell a high value item now.

[bamboostalks]

Thank you for the warning.

[LavenderGreen14]

have they sent photos of the damage yet?

[bamboostalks]

Still waiting. They have sent another email saying they don't wish to get into a dispute with courier and me. They're not happy with condition and want a refund. It's going to be a problem. I think they'll raise a case and eBay will refund them. They'll probably damage my item deliberately. I lose either way. This is what I hate about eBay. I have repeated my request for pics.

[LavenderGreen14]

ebay won't refund them until they return it to you - and then you can send photos to the courier and claim then for the loss. They won't have a dispute with your courier anyway, you have the contract with the courier - not them.

[bamboostalks]

Yes sorry they meant they didn't wish to get caught up between me and courier. If they don't send photos and still insist on refund is there anything I can do?

[LavenderGreen14]

just ask them to return it to you

I guess they are hoping you will give them a partial refund - but you don't need to do that. Ebay won't make you give a bit of the money back.

[bamboostalks]

I was just worried that if there's no photographic evidence then courier may claim damage occurred on its way back to me.

[bamboostalks]

Still waiting for these bloody photos. He messages me to say he will send them Monday. I just told him to return it and I'll refund on receipt. Hope it gets here in resale condition. Nightmare. Cash on collection in future! Thanks for your advice much appreciated.

[bamboostalks]

We'll update. No more contact was made and it is more than 30 days now so I'm relieved. He is also no longer registered as an eBay member which is weird. He had 80 feedbacks. Just relieved I was paid and don't have all the hassles of return.

[bamboostalks]

Thanks for advice as well.

[gaggiagirl]

Result!

[RedRoom]

Bloody cheeky sod! He was clearly trying his luck.