seller saying item not as described

[thisisyesterday]

i sold a buggy on ebay recently and have now had a message from the buyer saying it is broken.
it definitely was not broken when i sold it

i know ebay nearly always refund the buyer and now i am

how can i prove that it was ok when i sent it? she wants me to pay to return it and then get a refund!! ffs
and if she has deliberately damaged it in order to claim a refund then how can i re-sell it???

i don't know what to do
can i refuse to refund/accept a return?

no you can't - i would tell her to return it and then refund. If it could have broken in transit could you claim from the courier? Or is she switching it and sending back her own broken buggy and keeping yours? Tell her to return it and once you have checked your security marks you will refund.

but then i'll be £15 out of pocket from paying for the courier. and i will end up with a broken pushchair

she says stitching has come undone, so unlikely to have happened in transit. but it was fine because i washed it all and put it back on the frame so iKNOW it was ok.

i can only assume she has decided she doesn't want it and either swapped it for a broken one or deliberately damaged it

the buyer will probably just open a case and send it back and you will still have to refund in full but will risk negative feedback too. Mention security marks, ask her to return in the condition in which it was sent and then that should prevent her trying to switch.

so, someone can buy something. deliberately damage it, then send it back and get a refund?

that's really unfair :(

am seriously pissed off with ebay right now. i end up out of pocket and with a pushchair i can no longer sell. how is that right??

Could you offer a partial refund?

I don't usually like this option but if it's going to cost you £15 then it might be worth offering a to save you the hassle.

What a pain. Can she take photos to send you to see how bad it is/if it really exists? Also, you can pay to get small repairs done to fabric - if its a spenny pushchair it might be worth offering her money to do this, or taking it back and paying yourself, the reselling it.

she has sent pics, and i think it's easily repairable so have told her to send it back and i'll refund her, and then i will do a second chance offer to the next highest bidder (letting them know of repair) and hope they still want it

she now wants me to refund her before she posts it back
errrr no, i don't think so love!

thisisyesterday, I have a slight buggy addiction and so have sold several pushchairs on ebay. I will now only do collection in person after someone deliberately broke the buggy and sent it back to me. It was obvious it had been deliberatly broken from the damage done to it. As it was returned trackable to me ebay said I had to refund. They did say i could then open a dispute as the item wasn't returned to me in the condition i sent it, but by that point I was so fed up and upset I just wanted to put an end to the situation.

I do still sell on ebay as I get much better prices for stuff I sell on their than I would do up the car boot, but I learnt a big lesson not to send expensive stuff. Now for expensive or large items it is collection only and cash on collection. I am not getting stung again.