Chances Ebay will actually support a genuine seller?

[Sadie789]

Sold a rare piece of equipment to Australia for a lot of money.

In the run up the buyer was lovely, loads of communication and knowledgeable about the equipment so seemed absolutely genuine. We both have a long history of good feedback so I wasn’t worried.

Equipment was big and heavy so it cost a lot to send and insure. As far as courier is concerned it arrived safely.

However, in what now seems like a predictable turn of events on eBay, the buyer, after weeks of silence, has come back to me saying one (internal) element of the equipment is broken and it is therefore useless and he wants a full refund.

I’ve asked for proof (which is easily obtainable from an approved installer of this equipment which he claims he has used) and no proof is forthcoming.

It’s not that a visible part of it is broken so photos are no use. It was in full working order before it was sent, I checked this.

He hasn’t opened a case, he’s trying to get me to refund him through PayPal which is why I think he’s at it. This equipment is rare and easily sold on for even more money if he has a buyer lined up.

What do I do,? Do I dig my heels in out of principle and insist on proof? Or is it inevitable eBay will side with him if a case was opened?

I’ve been on eBay since 2004 and it seems like every single thing I sell now ends up with someone complaining and getting it for free. Feels like one giant scam.

[FamilyOfAliens]

Unless he’s opened a case, I would ignore him.

If he does open a case, ask him to send the item back to you, using the same secure method you used and for a similar cost.

[FamilyOfAliens]

And make sure you send all your messages through eBay’s messaging system so in the event of a dispute, eBay can see what’s happened.

If he hasn’t used eBay messaging, cut and paste his emails into your reply.

[smileylottie87]

If they open a case on eBay then you will be liable for the return postage costs to get it back. It could be that you'll call their bluff if they decide to open the return and they'll do nothing or alternatively they could end up sending you back a shoe or something. Look into PayPal international return shipping, they sometimes cover return international shipping for buyers if they wish to return.

Just out of curiosity the internal part which they are claiming to have failed, how would they know it is that part specifically? Have they admitted to opening it up to have a look?

[Sadie789]

Sorry it’s not a part that’s broken it’s a function of the equipment that he says isn’t working which renders it useless. Say it’s stereo equipment, when connected it lights up but there’s no sound. This could be one of three things -

1. it’s genuinely not working because of a fault
   
2. it’s not been installed correctly or by an approved technician
   
3. He’s lying
   

The first two would be easily verified by an approved installer, he would have a paper trail at least. If not he could go back and ask for this for free.

[SaveMeFromMrTumble]

I had this before with some baby bottles i sent, they messaged me saying they had never received it and opened a dispute, i sent the tracking number and showed them it had been delivered (to which they never replied) so i contacted ebay and they took my side as i had all the proof.

Another time i sent a glass plate which got broken in the post. The buyer contacted my straight away and sent pictures of it still in the packaging and broken. I believed her and sent out another one free as i believed it hadnt packaged it enough.

I have been selling for many years too and found you can tell the people who and genuine and who arnt.

Like others have said ignore if its not through ebay, and if a dispute is opened then provide any evidence you have.

[Sadie789]

How long after the sale can he open a case? I.e at what point can I say the transaction is done and dusted and he can’t ask for the money back?

[Dodie66]

How long has he had it?

[Sadie789]

Three weeks now

[Sadie789]

So if a claim for an eBay dispute is opened in PayPal rather than eBay how does that work? I would rather deal with him through eBay.

[Dodie66]

Definitely deal with him through eBay. Only send him messages through there. Has he opened a resolution case against you. On the eBay guarantee it only guarantees the product if it doesn’t arrive or if it is not as described. It doesn’t say anything about if it’s faulty. Why don’t you contact eBay for advice? They will be able to tell you

[Sadie789]

Will do although the PayPal case says if I don’t respond they will automatically find in his favour

[smileylottie87]

I would also ask them what type of power supply they are using with the equipment. As they are in Australia they will need to use a Aus to Uk plug adapter and if they not using this then what power supply are they using?

It may be the wrong power supply type, if there isn't enough mA or they are using the wrong voltage then this can cause the equipment to play up.