Advice needed on returns/complaints TIA

[Blurry29]

Hi all

Just after a little bit of advice really. Not new to eBay but I've bought far more than I have sold. Story has a bit of background (sorry if it goes on)

Sold an item 9 days ago
States in item description that there was 3 days handling time in order for me to arrange courier.
It was won by BOB (that's what I'll call him)

Bob emailed straight away to ask about
delivery so I emailed straight back to explain that as in the item description, I had a handling time of 3 days and once courier was arranged I would get back in touch
I arranged the courier that evening (Sat) for collection from my home on the Tuesday, the courier got nearly £18, buyer was billed £15 and I was happy to cover the rest.
Bob was then emailed ALL details of collection.

This is when I feel the trouble starts. Bob begins to email me ALOT about this item, asking questions that had already been answered via email or within the item description. He emails me 7 times in ONE day to ask questions. (grrrr)

The feeling that he was being intentionally awkward startin to creep in more and more

Once the courier collected, out of courtesy I emailed him again, re-confirmed the tracking number and wishes him all the best. He had already recieved an email 2 days previous to this once collection was confirmed with the company name etc etc

The courier I used works in a 3-5 working day basis, his parcel was collected on Tuesday so the buyer was aware that he may have had to wait until possibly Monday for collection. He was initially happy with this as sated in his emails. The courier company was given his number just incase (on his request)

He then started emailing me on Thursday demanding (in quite a harassing manner) that I call the courier to chase his parcels. I reminded him of previous email where he was made aware of how the courier worked which he said he was happy with. I did call the courier (to pacify him) I emailed him to pass on what courier said.

He emailed me again saying that he had reviewed te courier and that they werent very good, leaving a link for me to search.

He emailed me again to give me advice on what courier to use in future

So I was getting a little pissed off so I politely emailed (I was cheesey polite) sayin I feel I had exhausted all attempts to ensure a smooth translation etc

He emailed to apologise for being so harassing etc
I am glad that I posted detailed photos of my item (7 photos, front back etc were posted)

He emailed me today stating that my item was damaged.... I honestly fail to believe this as it was packaged with many items of packaging etc

So I email and profusely apologise, I have said I will arrange collection, test item myself, possibly open case with courier and of course give a full refund. I have also asked if the photos differ from what arrived as this will mean it has happened in transit!! and the airwaves have now gone SILENT......

I honestly have no objection whatsoever refunding for faulty items, I was be pissed if I'd been waiting and it turned up broken. I can feel that he will start to turn nasty etc

So my question is, what next?? Do i need to inform eBay? Do I just arrange collection and we deal with it between ourselves?? never had to do this before

I wish I had of trusted my instincts on this one

have you asked him what dthe damage was? ask him to email you photos of the damaged item ALSO the packaging beacause if you need to contact the courier about compensation for the damage photos would prove the points on everyones side. however if he fails to respond to this request i would just ignore him and see if he opens a case on ebay or not.

no I would not arrange a courier to collect - what if you pay for courier and he isn't waiting in for them. If he needs to return it to you, then he can organise it himself at his convenience

I would contact the courier and put in a claim for damaged item - also ask bob to keep item and packaging as you will probably need it.

I wonder if you will never hear from him again - I wonder if he was just angling for a partial refund from day 1.

Either way do nothing yet until you hear from him I reckon.

agree with above DO NOT arrange for courier to collect, its his responsibility and cost to return item!

Why did you use a courier that took so long. I sold something yesterday it was collected Today from my work and will be delivered monday at a cost of £8.50

If he wants to he can go to dispute and have to return trackable at his own expense. If he opens a dispute it goes against your seller performance as a negative and could restrict your future selling.

Tell him to return trackable at his own expense whereby upon return you will check the item for damage and if it is damaged will refund in full including postage there and back. If not damaged you will only refund item cost only.

Prepare for a neg though.

i dont see how this would affect her future selling. I have sold loads of stuff on ebay and every now and again you get someone who is out to get something for nothing , if you dont give them a full refund immediately and let them keep the stuff they will leave neg feedback, there is always going to be an elemant of con people on it!

one neg feedback wont put anyone off in any case you can always set up another account no problem, better than being out a fair bit of money.

i would still ask for photos by email first, and see the response if there genuine they will send you the photos, if they dont it says it all, as long as u have been fair and responible in your responses to try to reach a solution ebay wont find u a fault espically if its a high value item. iof they return the item ebay will expect u to give them a full refund reguardless if its damaged or not.

Thanks all. Since I posted I have asked for photos as long as it didn't inconvenience him (trying to remain polite) he replies with how he has miraculously managed to fixed the damaged side and now it looks like new (funny that) however there is one part that still has no power but if I am prepared to buy him a new one then he would like to keep item!! He has also kindly searched on eBay for the replacement for me!!! Grrrr feel like he's taking the piss now.

Am going to politely decline his offer and get it sent back to me!!

In answer to the courier response I used myhermes (never had issues with them before) they worked on the 3-5 day basis dude to distance between seller and buyer etc etc

New to sending quite large items and have had dealing with said courier in the past so didn't see the issues.

Will have a good look through eBay tonight but a quick question for the experienced sellers out there.... Would you expect him to send it back then refund him the postage or just expect him to send it back at his own cost???

Fully prepared for a NEG, kinda got that feeling from him from day one TBH.

Thanks again for advice all x

If he has tampered/amended/fixed then he has accepted the item and you have no obligation to do anything be it refund or accept back

I don't think there is anything wrong with it and it isn't broken in any way,he is just angling for some money back and the upper hand.

he shouldn't have touched it and should have sent it straight back

I would say that you would only give him a refund when you recieve the item back. Either that or ignore him for now. he sounds a bit of a dick to be honest and it probably a serial moaner on ebay

Agree with fergoose, if he has tampered with it /'mended' it he has accepted the item, you don't accept it back for a refund now. If he was not satisfied he should have returned it to you with a trackable method.

When he gives you a neg be ready to comment with a polite - offered a full refund but buyer did not return item, or similar.

How do I now go about contacting him? To state that due to him already "attempting" to fix it he has already accepted it? I don't know how to word it? Xx

It's tricky - what has he said, is he still emailing or has it gone quiet

C and P'd from the ebay buyer protection FAQs

I received an item that was Significantly Not As Described and tried to repair or alter it. The repair or alteration has not worked. What can I do now?
We recommend that you do not try to repair or alter an item, which is Significantly Not As Described. Where you have repaired or otherwise altered the item, we will only accept the case, if the seller has asked you, in writing, to repair or alter the item.

from this page pages.ebay.co.uk/help/buyer-protection-faq.html

And also from here

Customers return goods to retailers every day and many of them ask for refunds.
Circumstances when customers do not have a legal right to a refund, repair or replacement

Customers do not have a legal right to a refund, repair or replacement from you if they
accidentally damaged the item
misused it and caused a fault
tried to repair it themselves or had someone else try to repair it, which damaged the item*
if they knew it was faulty before they bought it
if they decide they no longer want the item (for example it's the wrong size or colour, or does not suit them).

One more! community.ebay.co.uk/question/Selling-Ebay/Buyer-Returned-Item/1900046142

Thanks all x