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Original poster

Buyer demands refund! What do I do? I don't know if he is right?

40 replies

SpankyMcSparrow · 06/03/2012 17:07

I sold a book a few weeks ago. It was a copy of what I believe to be a 1966 edition of the hobbit.

The buyer bid for it and won. After which I found out he was in Australia ( I had put on the ad UK post only) . I asked him if there was a UK address I could post to, he said would I mind posting to Australia. Because I am nice Wink I said I would so he paid the postage and I posted.

I have just checked my account and he has left me negative fb saying "This book is a 1974 edition, not 1966 as advertised. Refund demanded." Its my first neg feedback. His is 100%.

I have looked at the photo's I have taken of the book and no where can I see 1974 only 1966 ( I may be wrong, I am no expert) . I advertised the book believing that's what it was, I did not mean to mislead anyone if I am in fact wrong. I do not know if I am or not.

What do I do? I find it very rude of him to leave a fb like that without contacting me first. I think he has (not 100%) taken a case up with Ebay, however I don't get taken to the book I get taken to my purchase's for me to report something Confused . Do I contact him?
I am a bit wary because he says on his profile he is a collector of everything 'Hobbit' related and I wouldn't be surprised if he has a copy of a 1974 and may try and fob me off?
Do I have to refund? Tbh I can't really afford to, but will if I have to.

Anyone got any advice? Sorry its long!

OP posts:
fergoose · 06/03/2012 17:19

don't refund until it has been sent back first of all

Email your buyer first asking why they hadn't contacted you to discuss any problems they have.

secondly - if there is a dispute raised by the buyer it will be in the resolution centre - go to myeBay, then hit account and select resolution centre from there. If the buyer has raised a dispute escalate it and ask them to return it - this will have to be done by a trackable method so I don't know if the buyer will want this expense. I guess it depends how much the item cost if they want the expense of returning it.

thirdly - respond to the feedback they have left you - something like 'Genuine item. I wish you had contacted me first to discuss, refund offered on return''

Original poster
SpankyMcSparrow · 06/03/2012 17:22

I am pretty sure he has taken up a case.

Do I contact ebay as well to let them know about it or wait until he has messaged me back, if he does?

OP posts:
fergoose · 06/03/2012 17:23

if he has taken up a case you will need to respond to it

have you looked in the resolution centre - didn't you get an email telling you a case had been raised?

Original poster
SpankyMcSparrow · 06/03/2012 17:33

No no emails from ebay as yet. It just says 1 case still open. I imagine its the book as I haven't had any problems with anything else.

Should I email him first and then contact ebay?

OP posts:
fergoose · 06/03/2012 17:37

what does it say in the case then - it asks you to do something doesn't it?

just communicate with your buyer via the case - tell them to return for refund then escalate it

Original poster
SpankyMcSparrow · 06/03/2012 17:38

Another question.

If he does send it back do I refund him the postage as well?

OP posts:
fergoose · 06/03/2012 17:44

yes - the item price and the p&p - so all of his payment

what does the case say?

Original poster
SpankyMcSparrow · 06/03/2012 17:49

Does that include the cost of posting it back to me?

I can't find anything about the case, but it does say that member should contact each other to try and resolve issues so I am about to send him a message saying this:

^I see you have left me negative feedback stating that the book I sold you wasn't as described.
I have looked at the photo's I have of the book and the first few pages and I still believe it to be a 1966 copy. However if I am wrong I did not mean to mislead anyone.

I don't understand why you didn't contact me before feedback was left so we could resolve the problem.

I am happy to offer you a refund if you post the book I sold you back to me, in the condition it was sent (with a tracking number and to be signed for) .

The return postage will be at your expense however I will refund you the original postage.

I feel that this is fair will look forward to hearing what you want to do^

How does that sound?

OP posts:
VivaLeBeaver · 06/03/2012 17:52

I would leave out the sentence about "if I was wrong"

I would add a sentence saying that you'll refund once its returned if you're happy its the same book.

fergoose · 06/03/2012 17:53

you will refund once you have checked your security marks to verify it is your item

if you are wrong and item isn't as described it would be good to pay back the return postage, but the buyer can't force you to do this.

Original poster
SpankyMcSparrow · 06/03/2012 18:00

*I see you have left me negative feedback stating that the book I sold you wasn't as described.

I have looked at the photo's I have of the book and the first few pages and I still believe it to be a 1966 copy.

I don't understand why you didn't contact me before feedback was left so we could resolve the problem.

I am happy to offer you a refund if you post the book I sold you back to me (with a tracking number and to be signed for) . It must be the book I sold to you, in the condition it was sold.
I will issue a refund when I have checked the book against my photo's am I am happy it is the same book.

The return postage will be at your expense however I will refund you the original postage.

I feel that this is fair will look forward to hearing what you want to do.*

Hows this?

Should I put on the end that I will happily refund the return postage if I find out that I was mistaken?

How the hell do I find out what date the book actually is? Confused

I had a feeling this was going to go wrong when he asked me to post to friggin Australia!

OP posts:
fergoose · 06/03/2012 18:04

checked your security marks is what you need to say

don't mention return postage yet

the year of publication should be in the front shouldn't it?

VivaLeBeaver · 06/03/2012 18:08

Will it not say in one of the first pages

blah blah blad
published by blah blah blad
published in xxxx
reprinted in xxxx

I think the latest date is the date you go by?

Original poster
SpankyMcSparrow · 06/03/2012 18:11

Ok have changed to "security marks".

Thanks for your help, will let you know what happens.

OP posts:
LovesBeingWearingSkinnyJeans · 06/03/2012 18:12

Also op did you include those photos in the listing?

Original poster
SpankyMcSparrow · 06/03/2012 18:30

Ok I have put a photo of the page with the dates on my profile!

Am I wrong Confused . The last date is 1974 but the date nearer the bottom (which I was going by is 1966)

Shit :(

OP posts:
fergoose · 06/03/2012 18:33

It would be 1974 then I reckon?

VivaLeBeaver · 06/03/2012 18:34

I think you're wrong - sorry.

It looks like a 1974 one to me. If it was 1966 it couldn't have the date 1974 printed on it.

Original poster
SpankyMcSparrow · 06/03/2012 18:36

Fuck!!! Blush

It turns out that the payment has already been taken from my paypal account. can they do that without my permission?

OP posts:
VivaLeBeaver · 06/03/2012 18:38

They can. Which I think is wrong as they don't know who's right and who's wrong at the point they've refunded him. Unless that photo was on ebay and they've checked it (he should really have looked closer before bidding). All you can do is tell him it was a genuine mistake and ask him to post it back to you, but you'll probably have to pay to have it posted back.

Original poster
SpankyMcSparrow · 06/03/2012 18:44

Bollocks.

Have just sent him a message apologising and asking him to invoice me for £13 postage so he can send it back to me.

What happens if he doesn't send it back?

God I hate being wrong :(

OP posts:
fergoose · 06/03/2012 18:46

the payment has been put on hold - once the buyer proves it has been returned it will be refunded to them

If he doesn't prove he has sent it back then the money will be returned to you

Original poster
SpankyMcSparrow · 06/03/2012 18:52

Yes your right, its says its on hold. I have picked the 'I will happily refund once the item has been returned' option.

Bloody hell! My balance is -£36. Only had £8 in there :( Going to have to magic some money up I think :(

Puts me off ebay!

OP posts:
Original poster
SpankyMcSparrow · 06/03/2012 18:56

Why won't it let me leave negative feedback? Only positive/ Ill leave feedback later.
Still not happy that he gave me a red mark, even if I was wrong. I should get a bloody glowing one after being such a brilliant refunder Grin

OP posts: