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eBay

If you buy or sell items on eBay, you will find tips and advice on this forum.

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Original poster

Seller left feedback then e-mailed me to say item is faulty

44 replies

Rosebud05 · 13/02/2011 13:41

Does anyone know what the best way to proceed in this situation is please?

I sold a my old pushchair by auction on e-bay in very good working order, which is was. I washed all coverings, wiped it down, open and closed it loads of times before selling. Buyer picked up on Tuesday, declined my offer of showing her how it worked, and left positive feedback. She's bought/sold +700 items.

I received an e-mail today (Sunday) saying that she was unable to collapse buggy and hence it is faulty. I'm 100% sure that it wasn't.

I've e-mailed her to say that I'm sure that it wasn't faulty (which I am - I would never try to rip someone off); is there anything else I should do?

OP posts:

MadameOvary · 13/02/2011 13:45

If she declined your offer to show her how it worked, then it is her problem. Buggies can be a PITA to work out at the best of times. As long as you stay polite and courteous, I think you've done all you can.

Original poster

Rosebud05 · 13/02/2011 13:47

Thanks for your quick reply. Although her e-mail was polite, I still feel very upset that she's essentially saying that I've tried to rip her off.

Would offering a refund and taking item back basically be admitting liability? I don't want the hassle of this, but at the same time, I don't want the hassle of her opening disputes etc.

OP posts:

FabbyChic · 13/02/2011 15:17

YOu could say that she tested it when she collected and as such you can only assume she is not using it correctly.

You could just say return for a full refund if not satisfied, even though she had the opportunity to check it over upon collection.

Your choice.

Original poster

Rosebud05 · 13/02/2011 17:54

FC, She DIDN'T check it when she collected it - I offered to show her how it opened and closed and she declined.

I gave her the instructions booklet and responded to her e-mail telling her how to fold it, though she says that she's bought and sold a lot of these buggies on e-bay so knew.

She's replied, essentially calling me a liar. It seems strange that someone who runs an e-bay business buying and selling (I just looked at her profile)left positive feedback, then checked the item.

I don't now feel inclined to offer a refund, tbh. Can't be bothered with the hassle and if she (or someone she's tried to flog it on to) has broken it, I'm left with a broken buggy that wasn't broken when I sold it to her.

OP posts:

sixlostmonkeys · 13/02/2011 18:07

ask her if she is certain it is the buggy you sold her if she buys and sells a lot of these she may be trying to get you to take a different one back.
tell her to retun it and once you have checked the serial number and ensured it hasn't been damaged after it was taken from your house you will refund.
If she says there is no serial number just tell her that you always security mark your items

TheMonster · 13/02/2011 18:11

Did she pay cash on collection? If so, there's not much she can do.

Original poster

Rosebud05 · 13/02/2011 19:18

She paid by Paypal before she picked it up. Very creative, 6LM, but I'd really rather not get into lying!

In retrospect, I should have insisted on a demonstration, but didn't because I knew it was working and because it wouldn't have occurred to me to try to sell something that was faulty!

I think I'll just not respond. She's already left positive feedback and hasn't responded to me asking what else she'll like me to do or say, so will just put it down to experience.

Has put me off from selling on e-bay, I mut say.

OP posts:

TheMonster · 13/02/2011 19:27

Don't let it put you off. There are very few trouble makes when compared to genuine, good buyers.
If she has left feedback, then I doubt Paypal would take much notice.

KenDoddsDadsDog · 14/02/2011 20:44

You should respond. Even if she has left positive feedback. Otherwise it could count against you if she opens a case. EBay can then ask Paypal to arrest the monies paid until it's sorted. Maybe email back with instructions?

Original poster

Rosebud05 · 14/02/2011 21:51

Instructions about what, KDDD? I gave her the instruction booklet and then advised via e-mail as I mentioned above.

She said that she can't return it as she's going onto hospital and hasn't informed me what she'd like to happen, so I don't see there is anything more to me to do, tbh.

Would she be able to open a dispute if she's already left feedback? If so, on what grounds?

OP posts:

KenDoddsDadsDog · 15/02/2011 01:58

She can open a dispute yes. She could say that she didn't realise it didn't work. All I'm advising is to reply just in case.
Just something along the lines that it did work, she has instructions, would she like you to talk her through it etc.
Sounds as if she is after a partial refund or similar as I think she will miraculously be able to fix it.
EBay rules are predominantly about protecting the buyer unfortunately, can be a real pain if you get someone that's tricky.

Original poster

Rosebud05 · 15/02/2011 07:32

I've already said that it does work (indeed, the photos I uploaded had pics of it opened and closed). I don't feel inclined to offer to talk it through, tbh - I don't have time and there's nothing else to say!

If she wants to open a dispute, I'll deal with that if/when it happens. Last missive from her was that she was going to scrap it - she hasn't asked for a refund, just my 'thoughts' - so it's all a bit odd.

Thanks for your help.

OP posts:

Original poster

Rosebud05 · 15/02/2011 07:33

And it's DEFINITELY put me off selling on e-bay. All this time thinking about it/e-mailing isn't worth it for something £40.

OP posts:

IngridBergmann · 15/02/2011 07:42

To me she sounds genuine. It could be one of those things that works sometimes and at other times gets stuck.

I think I would ask her to bring it over, and check it together - but you say she is unwilling to do this, because she's going into hospital? That's unreasonable.

She's after a refund I think, part or full, and she might get heavy with paypal disputes etc.

But you are entitled to stick to your offer of her bringing it back. Her problem if she won't.

IngridBergmann · 15/02/2011 07:52

Actually, scrap the 'genuine' - I changed my mind while writing that post!

The fact she won't return it makes me wonder what on earth she is expecting you to do.

She MIGHT be genuine but really she needs to accept a fair offer to bring the thing back. And if she doesn't, then it's her problem as I said.

Original poster

Rosebud05 · 15/02/2011 10:06

Thanks. Yes, my instinct is that she's not just 'trying it on', tbh, but I know that it definitely wasn't broken when I sold it to her.

She hasn't actually asked me for a refund or anything else - just said that she can't return it and that she's going to scrap it.

If she contacts me again, I'll say that I can't do anything until we've had a chance to look at it together, then will offer refund if it has miraculously become faulty since she bought it.

Thanks everyone for your advice.

OP posts:

KenDoddsDadsDog · 15/02/2011 10:31

I had a similar situation with a brand new breast pump. It put me off selling for a while.

Original poster

Rosebud05 · 15/02/2011 12:38

Okay. I've just looked at my e-bay and the buyer has followed up her feedback with 'Word of WARNING NEVER leav FB till u have CHECKED the goods" (verbatim).

Is there any way for me to reply with "item fully working when bought. Buyer refused to return item and said that she'd scrap it".

OP posts:

Honeydewmelon · 15/02/2011 12:51

It's soo wrong, I feel for you....A similar thing happened to me with a little girls pair of jeans and a pinafore I sold. I left positive feedback as she paid promptly then she sent me a message saying the goods were stained and ripped!!!

I was mortified as the items left me in perfect condition. She opened a dispute and I agreed to refund if items were returned to me in the same condition they left me. Guess what, she didn't return them!!!

It has definitely put me off ebay, there are some nasty people out there!

I hope you manage to sort it out.

Original poster

Rosebud05 · 15/02/2011 12:57

Thanks. This is so not worth it for £40! I've replied to her feedback pointing out that she informed me that she won't return item and to contact me if otherwise.

It's weird that she left this second bit of feedback straight after I'd e-mailed her on Sunday asking her what she wanted me to say or do (and added something to mine to her about me being a 'dishonest seller') without asking me for a refund and saying that she's not going to return it!

She runs an e-bay shop - very experienced - so it seems bizarre that she's not following any protocol.

OP posts:

Original poster

Rosebud05 · 15/02/2011 13:15

I've just checked the times that she left the messages on Sunday... she e-mailed me to say that she was going to scrap it and didn't respond to my asking what she'd like me to do, then immediately left feedback calling me 'dishonest'!

Had enough of this now!

OP posts:

KenDoddsDadsDog · 15/02/2011 13:41

I feel frustrated on your behalf. There is a way to respond to feedback. What I would do is email the help centre and ask their advice. What can she possible expect you to do if she won't return the item?

Original poster

Rosebud05 · 15/02/2011 13:47

Thanks KDDD. I've worked out how to respond and have pointed out that item wasn't faulty when sold, that she has said that she won't return it and to reply to my mail about what she would like me to do.

I'm trying to work out how to contact to help centre - it doesn't seem clear.

I don't know if/when she'll respond as she says she's in hospital, so I'll go from there.

OP posts:

IngridBergmann · 15/02/2011 14:00

You did the right thing. She is clearly bonkers. Your reply to feedback will make you look like the sane one

IngridBergmann · 15/02/2011 14:04

fwiw I've had a few of these nutters and generally they give up after a while...just ignore...obv if she does open a paypal dispute you'll have to state clearly what's already happened, I usually ring up paypal and talk to someone and they are very nice and write notes on the case file.

You've offered to inspect it and if she won't bring it back she knows there's nothing she can do. Bonkers all the way.

Try to forget it and move on. And buy a few things so you get some really good feedback and shove her off the page.

I don't often sell now but you do grow a thicker skin gradually...you learn to anticipate the weirdy ones.

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