Buyer claiming an item I sold him isn't working. I'm going to get negative feedback, aren't I?

[EweHaveGoatToBeKiddin]

I have 100% positive feedback, always have done, so I'm not looking forward to it going down.

I sent a buyer one of my dc's toys last week. It's an interactive animal she got for Christmas 2 years ago. It cost £90 brand new and i sold it for £30. It's been played with maybe three times. I triple-checked it was in full working order before sending it off.

It cost around £8.50 to post with Collect Plus.

Anyway, the buyer has messaged me this evening saying he is unhappy with the toy and, as i must know, it is not working properly. He said he was just wanting to let me know before he leaves me feedback and contacts Paypal to open a dispute.

So i just emailed back saying that I'm sorry he's unhappy and that I'd be more than willing to offer a full refund if he wishes to send the toy back to me.

So. What happens now? Something tells me he won't be willing to spend the £8 to post it back. If i've offered a refund upon receipt of me getting the item back, will Paypal automatically refund him without waiting on me getting my item?

So really, he could keep the toy and get the money back?

I would be grateful for any advice.

no - you are right to ask him to return for a refund. Ebay will not refund him if he doesn't sent it back.

You must never refund before you receive your item back - do not be bullied into doing otherwise.

Thanks, Sandy. That's a relief. It's just that i've always heard stuff about paypal siding with the buyer, so i assumed it would be an automatic refund.

So will my buyer have to send it back recorded/tracked (Collect Plus is how i sent it to him) and then upload a tracking number to the Paypal dispute so that they can see when I've received it? And will the return postage come from his pocket or mine?

Also, what happens if he decides not to send back? Will i just get neg feedback?

What will be the point of him opening a Paypal dispute if he's going to keep the toy? Do you think he's hoping for a partial refund (which i won't agree to)?

Sorry for all the questions! Worrying a bit about this.

yes they will have to prove delivery, or attempted, then they will get the refund. They pay return postage. Maybe wants partial refund, maybe it is genuinely broken. It could have got damaged in transit? If so you can claim for that loss from Collect +.

If he doesn't send it back he doesn't get a refund. Yes could always leave neg, but you can leave a response if he does.

Just keep being very polite & offering a full and instant refund upon return. Still have a chance to resell it before Xmas if he's quick about the return.

Negs are no longer such big deal, it's low DSRs you have to careful of.

You are within your rights to tell him he has to pay to return; if he calls eBay they will send him a parcel force label to use.