Buyer wants to return item help please!

[RubyLovesShopping]

I have a buyer who claims an item is defective despite the defects being stated in the listing. Have told them to return the item but do i get my fvf back? I suspect they have just changed their mind. Also PayPal appear to have removed the amount from my balance. Bit stressed as first time this has happened.

You can only get FVF back if you are very nice.
Sounds like a case opened against you.
Be very polite. Tell them to please return for full refund (you will have to include original postage in that refund).

After that you can send a cancellation request. Tell them they can ignore it, don't need to do anything.
If you are lucky they won't turn down cancellation request.
It's all a bit crap but is actually the best outcome you can hope for.

Thank you for your reply I will do that. Just felt a bit panicky as I offered a refund but they still opened a case against me! You're right I can still sell it on assuming they haven't damaged it.

Suppose it had to happen sooner or later just thought I was lucky despite all the horror stories on here !

It's kinda hard for a buyer to contact a seller without opening a case, it's all very automatic now. So that action by itself don't mean much.

The annoying part is that no matter how much you tell a buyer about the defects, they can win a case claiming the defects aren't what the expected. . Ebay CS just can't be asked to figure out what's reasonable.

Hang on - you stated that the item had a defect in the listing? So under what grounds has he opened a case? I think you'll find that if the item was properly listed as defective that ebay will side with you. I've had this before - got onto Live Help and pointed out that the listing was quite clear about the defect and I won the case. Don't give up too easily!

ebay will normally side with the buyer - they could say anything in the case anyway. I think it is best to just agree to the return and keep things amicable.

you can still contact a seller after purchase without opening a case - I've done it recently.

If you go to the seller's page from the item page there's a contact member option, which opens with the item's details

or from the contact seller option from my ebay select the box marked 'other'.

Exactly, I had already agreed to a return before the buyer opened the case, just don't get it!
No sign of the item yet......

Hi just wanted to update that I received the item back in same condition so refunded and then got my fvf back too. Still have to sell it again but thanks for the advice you gave.

Glad you've got it back.