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Original poster

Buyer requesting partial refund, advice please..

84 replies

WheresTheCoffee · 16/02/2014 09:12

Hi, I regularly sell on Ebay but mostly clothes and toys. DP asked me to sell for him a full set of Wade Natwest ceramic pigs. The buyer paid quickly and I packed them very securely and delivered with Myhermes. This was all completed and delivered by Tuesday this week.
This morning I've had a message from the buyer saying that one of the pigs has a break on his front that has been repaired with glue and a crack running right around the back. Neither if these were there when I posted them!
I was cautious when I wrote my listing as I knew that collectors would want to know every mark on them. I scrutinised those pigs to make sure that my listing was accurate! So, basically what the buyer says isn't true. They have asked for (at least!) a partial refund and have said they won't return them. I'm upset about the whole thing to be honest Sad
I've never come across this sort of thing before..can anyone advise me please on what is the best thing to do here? Any thoughts appreciated!

OP posts:
LilyBlossom14 · 17/02/2014 18:57

because they can claim not received and get their money back as you have no tracking proving delivery.

if she paid cash then tough tbh - ebay cannot make you refund, and she inspected it when she collected. So, I would just ignore her if I was you tbh.

stinkingbishop · 17/02/2014 19:01

That's what I'm hoping.

This whole area seems so biased in the buyer's favour doesn't it. If you pay by Paypal then it's in your interest to request a partial refund because 9/10 the seller will roll over because of their FB score. Can't be right.

I feel a strongly worded letter coming on Wink.

LilyBlossom14 · 17/02/2014 19:04

there isn't anything to hope about - the buyer paid in cash and that is the end of the transaction. What is she asking for?

stinkingbishop · 17/02/2014 20:56

50% refund. She's raised a case in the resolution centre which we'v batted backwards and forwards and I've said we're at an impasse so best to leave it to eBay. What's the worst that can happen? She's already left good feedback!

LilyBlossom14 · 17/02/2014 21:17

she paid cash - so nothing can happen. They can't refund her because she didn't pay by paypal. Escalate it and let eBay sort it out. They will close it and she won't get any money back.

Original poster
WheresTheCoffee · 17/02/2014 21:43

Urgh. So now she's opened a case against me requesting a full refund. I'm sick of how much of my time this is consuming, I want her to go away. Any suggestions? I'd say its likely that she'll break the pigs and then return if I agree to refund them. Am I best to offer a partial refund?

OP posts:
LilyBlossom14 · 17/02/2014 21:47

I wouldn't no - just wait and let ebay deal with it.

LilyBlossom14 · 17/02/2014 21:47

you did mention security marks didn't you btw?

Original poster
WheresTheCoffee · 17/02/2014 21:55

It's clear from both my photos and the buyers that we're talking about the same pig. I'm concerned that ebay will refund in full anyway and I'll be left with a broken and unsellable set Angry

I've not come across someone like this before on Ebay, I can understand why people get so upset when this happens..the seller is powerless!

OP posts:
LilyBlossom14 · 17/02/2014 22:04

which is why you need to mention your security marks, in the hope it stops her returning her own broken item and keeping your intact one.

Original poster
WheresTheCoffee · 17/02/2014 22:19

I don't think that will work sadly, there is a manufacturers defect in the paint under the glaze (which I'd listed) which shows up on her photos too so the damaged pig is the one I sent..I just sent it in one piece!

OP posts:
stinkingbishop · 17/02/2014 22:23

My own mad lady has just sent a demand via Paypal. Which I will ignore. I guess she just guessed my Paypal identity ie my email as it's not come via eBay.

I'm not replying to her anymore on eBay - is there anyway of escalating it directly with eBay? Can't find her address. I would quite like her to go away. She knows where I live! Can't believe she's got this hellbent about a tenner!

Original poster
WheresTheCoffee · 17/02/2014 22:29

It's scary isn't it stinkingbishop when you think about it!
I don't know if there is a way to escalate through Ebay..maybe customer support can help?
I keep hoping mine will go away, but the messages keep coming!

OP posts:
carlywurly · 17/02/2014 22:35

I feel your pain. I had this last week. Sold a lovely top which the buyer demanded to return 2 weeks later (strangely she'd messaged me before buying to ask if it could be sent in time for her holiday, once back she wanted to return it Confused)

Apparently the fabric mix didn't contain enough of the fabric she wanted. Or something.

Ebay live helpline were brilliant. They also sorted me out when someone wanted a partial refund for a used white coat they overbid for which was.. Surprise.. Used.

If they threaten negative feedback at any point you can get them under the feedback extortion policy. Worth knowing as it saved me a few quid.

This kind of shit is ebay at its worst and it's definitely worse than it used to be.

PoorOldCat · 18/02/2014 07:54

I would offer a partial refund yes. Unless she is near enough for you to go and collect the items.

China, glass etc just not worth the bother of an inexperienced packer returning it.

I used to restore antique dolls and so I had a couple of minor incidents - once the eyes I had reset came loose in the post, the buyer panicked and made an almighty fuss - eventually she insisted on bringing the doll back to my house for me to repair.

She was a very bossy older lady and I think the more I tried to explain and offered to pay for her to get someone local to put them back (quite a routine job) the more she wanted her own way.

It's something in the thing about wanting to be heard, wanting 'justice' I think - the genuine scammer is somewhat rarer.

I also had a buyer who won a chair for £10, which I wouldn't let her arrange a courier to collect (as per listing - she ignored that part) and she went on and on and got more and more patronising and demanding, and I just did the resigned, calm, 'look you have 120 feedback, I have over a thousand, so I know the way it works. I'm not going to sell it to you, and I am sure you will leave me negative fb like the other poor sod you negged for the same issue a while back, but the chair is going on the bonfire once I have removed my son's lego from the back of it.'

I never did get a neg after that, or hear from her again.

sebsmummy1 · 18/02/2014 08:14

I think it might have gone too far now to offer a partial refund.

Can you pick up the broken pig separately somewhere enabling you to sell the 'set' again in the future?

I like the idea of ringing the eBay live helpline, didn't know such a thing existed!! Might be worth doing it just for therapy.

PoorOldCat · 18/02/2014 08:17

Ebay 'help' isn't really help at all. It's totally, totally random as to what they will think you want, and what they will actually do, and who they will back in any given scenario.

My latest contact with them to try and block a weirdo bidder was met with 'sorry you are having some problem with [wrong person entirely]'.

It was utter bollocks. Nearly got my actual buyer struck off. It's like using Mr Tumble as your solicitor.

PoorOldCat · 18/02/2014 08:19

Paypal are much more helpful btw.

Saying that when I rang ebay about the issue I got a normal person who sounded sort of English. Just the emailing them with a problem tends to go through to the Fillipines and while they are super courteous, they really don't have a clue.

stinkingbishop · 18/02/2014 08:27

carly where do you access the live helpline? Am being spectacularly Luddite and can't find it!

PS I think MNers should set up an eBay consultancy...

sebsmummy1 · 18/02/2014 08:35

God that sounds like the debacle of Vodafone Customer Services when I wanted to cancel my contract. I spoke to some of the rudest and politest people id ever spoken to yet none of them could fight their way out of a paper bag. They really were collectively the biggest chocolate teapot id ever dealt with. Never again I tell you.

LilyBlossom14 · 18/02/2014 08:41

you go to customer support at the top of ebay Stinkingbishop - have you escalated the case yet?

stinkingbishop · 18/02/2014 08:59

Found it! 0845 355 3229 for anyone else who needs it.

Although they were singularly useless fyi, just parroting from the script 'it's best if you try to resolve things, to avoid a complaint...BUT SHE'S MAD!...it's best if you try to resolve things...'

LilyBlossom14 · 18/02/2014 09:08

you need to escalate the case Stinkingbishop - the buyer cannot get a refund from you via ebay - after all, there is no actual proof she paid.

sebsmummy1 · 18/02/2014 09:09

There was a thread on here about a seller being dragged through court for a return postage fee.

From memory the buyer demanded £15 to return goods, the seller offered £5 (the price is actually cost). It actually went through the no claims court and the buyer won would you believe. It was extraordinary.

sebsmummy1 · 18/02/2014 09:17

www.mumsnet.com/Talk/ebay/1661167-feedback-extortion

Found it