Buyer saying goods not as described

[Triotriotrio]

Hi

My partner sold some brakes on eBay which he took directly off a brand new and very expensive bike. Sold them to a buyer who has messaged to say that they are not as described, seized and that he had taken them apart and found that they were made up of unbranded parts and that he had had to take them apart and replace all the bits.

He then went on to say that he wanted a refund. My partner said "you just told me you have taken them apart and replaced all the bits, I will not accept a return on this basis, if you were unhappy you should have returned the item and I would have refunded you."

The buyer has now raised a claim on eBay and they have put a freeze on my partners eBay money. There appears to be no way to dispute this claim? There is no option to provide evidence or to defend not taking back something entirely different to what you sent any ideas what to do? I hate eBay for this very reason.

You're right the customer should have just returned the item and demanded a refund if they were not as described.

However there's very little your partner can do. Can they prove the item was received as described? It's up to the seller to prove this, not the buyer. It's very difficult to prove because clearly the seller isn't there when the buyer receives and unpacks the item. Nevertheless, the seller needs to provide proof. Photos of the item as it was sent are largely irrelevant because there's rarely a way to prove for certain these were the items actually received.

This is why I stopped eBay abs only use Facebook

He needs to get through to eBay customer services on the phone and let them see that message where the buyer described taking the item apart. Phone them. They should be able to close the case in his favour.

@MorningStarling

You're right the customer should have just returned the item and demanded a refund if they were not as described.

However there's very little your partner can do. Can they prove the item was received as described? It's up to the seller to prove this, not the buyer. It's very difficult to prove because clearly the seller isn't there when the buyer receives and unpacks the item. Nevertheless, the seller needs to provide proof. Photos of the item as it was sent are largely irrelevant because there's rarely a way to prove for certain these were the items actually received.

Well, we have his messages saying he has taken the whole thing apart and replaced a load of parts. Surely eBay cannot expect him to be able to return it in a totally different condition to how the buyer received it?

Keep the messages in your inbox and contact customer services using the phone line or web chat. Tell them the buyer admitted taking it apart and replacing the parts.

This is from Ebay - If the customer is requesting a refund - Accept your return request and offer a full refund – You'll return the item in the same condition in which it was received, and the seller issues you a full refund, including the original postage cost. The seller will also pay for return postage.

You have proof he's taken it apart etc so I can't see how Ebay can rule in the buyers favour. Probably take a few days to sort out.

I don't use ebay for this reason. This is what will happen.
Ebay will rule in favour of buyer
Ebay will issue buyer a full refund, Inc postage
Buyer will keep item and full refund.

Accept this and learn, don't sell on ebay

I now stopped selling anything but cash on collection. I've had so many issues with people claiming things aren't as described when they absolutely are. Too much hassle.

*I don't use ebay for this reason. This is what will happen.
Ebay will rule in favour of buyer
Ebay will issue buyer a full refund, Inc postage
Buyer will keep item and full refund.

Accept this and learn, don't sell on ebay*

This ^

Thanks all. Especially for the term and condition abut. I'll get him on to it now

Yep this is broadly why I haven't used eBay in years. The odds are very heavily stacked in favour of the buyer to such a degree that it almost encourages them to pull fraudulent shit like this. It's awful.

Ask for brakes to be returned and give refund. If they refuse to return you can refuse refund. Sounds like they are just trying it on.

@caringcarer

Ask for brakes to be returned and give refund. If they refuse to return you can refuse refund. Sounds like they are just trying it on.

They might return a load of rubbish as they have said they have replaced loads inside them!! We will mot willingly be giving them a refund.

He spoke to Ebay and they are refusing to do anything until 2nd.