buyer claiming item is scratched

[KidsDontThinkImCool]

Sold a "good" watch on ebay, I posted clear photos and specified that there was some light scratching on the bezel from normal wear but otherwise in excellent condition. The buyer received the watch a week ago and has just contacted me to say the glass is scratched as well and wants me to contribute to the cost of replacing the glass.

I don't recall scratches on the glass. The photos are clear and do not show any scratching. The photos were taken the day I listed it and then I kept it carefully packed in its box after that. I believe I sold that watch in good faith, in the condition it was listed.

Do I have to do anything?

Ask the buyer to send you photos of the damage via ebay.

no you don't have to give a partial refund - ask them to return in the condition in which it was sent and once you have checked your security marks you will refund in full.

1st picture is my original photo. 2nd picture is the buyer's photo. I did specify that there was some scratching on the bezel but not the glass.

She bought it for £310 - a very good price compared to what similar watches usually go for. She's asking me for £37.50. Should I pay it or ask her to send it back to me for a refund and relist it. I don't really know what to do.

it's up to you

difficult to see any scratches in your picture tbh - whereas her pic looks dreadful. How do you know it is the same watch?

I know but ebay tend to side with the buyer. and If i just ask her to return it, who's to say she won't have damaged it in the mean time. Based on those photos do you think I could argue it?

eBay will not grant a partial refund - they will tell the buyer to return for a refund, and if they don't return no action will be taken. Except maybe neg feedback and low stars.

If she is wanting to return a different damaged watch there is nothing you can do. Except take her to small claims court afterwards.

Fuck. told her if she returned it special delivery I would issue a full refund on it's return. Suddenly she has moved back to Thailand so it will take a while to return it. I also just found a negative feedback on her that said she was a time waster just looking for more money. I'm on hold with ebay to see if based on this information they will dismiss her claim and let me keep my money.

have you escalated the claim?

she only has a small time frame to return it so if she is delaying the chances are she won't return it at all and is just looking for a discount.

I think I have escalated the claim - Ive spoken to the resolution centre. If she does happen to return it - from Thailand!! - will I have to pay import duty?

actually apparently I can't escalate it until the 30th May

depends what she writes on the packet. If she can prove attempted delivery then she will still be refunded.

have spoken to ebay and in theory they agree that I don't have to accept the return as I would no longer be able to verify its authenticity since she has chosen to remove it from the UK after I sold it to her. However, they can't do anything official til the 30th so I just have to sit and wait and see what the buyer says now. Bloody nightmare.

I have never heard that about removing something from the UK.

I don't think she will return it tbh. She is just hoping you will give her a discount.

I don't think there is any ebay official rule about removing things from the UK - but Charlie from the ebay resolution centre said (and I quote) - "If they buyer has taken the watch to Thailand it would be difficult to guarantee its authenticity on return as there is a lot of corruption out there." Now, in all probability he shouldn't have said that. but he did.

Now she is back to asking for a partial refund. I might just do that just to be done iwth the whole thing. I have enough bloody stress in my life right now without worrying about some stupid scammer who wants £37 from me.

no don't do a partial refund - she is blackmailing you

Leave it and wait and then I guarantee she won't return it

and you could give her a partial refund and still she could neg, ask for more, etc..

Most sellers say return for refund or nothing - and they are right.

I agree with Dilly.

I used to work in a jewellers which sold these. They are divers watches and can go down to 500m IIRC. They don't scratch easily so I'd say she's trying to pull a fast one. If you do choose to refund, wait until you've received it back and checked it thoroughly.

Are you sure the picture she's sent you is actually your watch? It's difficult to see the direction of the scratches on her image due to the light, but it may be a replica/damaged identical watch and she's trying to get money off you?

I'm sure she's just trying to get money off me but I'm now so stressed about the whole thing (and I really don't need one more thing to worry about right now) that I am sorely tempted just to give the partial refund to get her off my back, then after a suitable length of time leave her very negative honest feedback.

you cannot leave her negative feedback

do not refund until you receive your item back - you are being bullied. Just ignore her and escalate the case on the 30th. She isn't going to return it.

if you leave a neg comment on her feedback you will be in trouble with eBay - is not permitted.

I don't understand why I can't leave negative feedback? Isn't that allowed as long as I don't say anything untrue?

And what if she does send it back and I get asked to pay import duty? Sorry, the whole thing has just really upset me.

Just ignore her OP, don't let it worry you.

EBay removed the option of being able to neg buyers a while ago.

So what's the point of leaving any feedback if it all has to be positive? Ok, I will try to ignore and keep my fingers crossed. thx. xx

don't worry about feedback for her - just don't leave any

she isn't going to send it back. She is just angling for cash - buyers remorse and all that. Stop worrying. I doubt she is even in Thailand tbh.

Ok, will try and sit tight. thanks again.

So what's the point of leaving any feedback if it all has to be positive?

Buyer can run amok. Sellers have to walk narrow tight-ropes.

Some time ago ebay decided it would become more of a competitor to Amazon. As far as ebay is concerned, it's turning itself into a buyers' market rather than there being a balance between the interests of buyers and those of sellers. They're pushing it too far but sadly that's the deal.