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eBay

If you buy or sell items on eBay, you will find tips and advice on this forum.

Original poster

eugh, buyer says watch is broken, what do i do?

65 replies

tigerpug · 14/01/2019 09:23

A few weeks ago I listed and sold my husbands watch (waterproof to 200m), which was in good working order and was listed as such. It sold for just under £100 to the buyer who asks if he can pick it up as he doesn't live far away. I agree, he picks up the watch a few days later, and a few days after that leaves me positive feedback and messages me to say he is happy with the watch, do i have any extra links for the strap. I didn't have extra links but he was happy with this answer.

All goes quiet until last night when i receive a message saying he has worn the watch in a swimming pool, it has fogged up and now stopped working. He asks what can be done??

I send a polite reply saying that it was in good working order when sold, it has never fogged up before, and to say i am a good ebayer (100% fb) but that I am not sure what to do, because i don't want him to be £100 out of pocket with a broken watch, and I don't want to be £100 out of pocket when i sold a watch that worked and that he was happy with.

What do we do to resolve this? If i have to refund the money then of course i will, and he said he would send me back the broken watch, but that means I have lost £100, on a watch which worked perfectly here (no fogging etc). How do i know he didn't accidentally damage it etc etc.

He is really pressing me for an answer this morning, so any advice would be really helpful. Thanks

OP posts:
NWQM · 14/01/2019 10:24

I’m struggling to see why you would offer a partial refund? You believed it to be in working order. I would go through the resolution process but perhaps even be cautious about how you ‘suggest’ this. He gave good feedback etc you really don’t need to do any more.

Branleuse · 14/01/2019 10:25

i bet he left the button up for adjusting the time when he went swimming.
I did this with a waterproof watch once, and water got in that way

Buttercupsandaisies · 14/01/2019 10:25

I think you need to offer full refund. It sounds like it's old and prob broke through age. I understand you feeling hard done by but I'd feel bad in this case - I'd also be concerned that he'd turn up at my house!

Original poster
tigerpug · 14/01/2019 10:27

Dogsmellssobadbob Really? I understand what youre saying, but it sounds so unfair. If it was a watch which i could re-sell that i think i would just accept the return. I sent a second hand watch, which worked, and was sold as seen, and that he was happy with, and then i receive a broken watch and lose money. I guess if that's what has to happen then so be it. Although wouldn't it be better if eBay intervened in this first?

OP posts:
partofthewind · 14/01/2019 10:27

I'm not suggesting he's a scammer, as it doesn't sound like it, but be aware that eBay will most agree he should get a full refund - that's their usual recourse according to this recent article www.theguardian.com/money/2019/jan/13/ebay-sellers-scams-buyer-protection

itbemay · 14/01/2019 10:29

With e-bay the buyer can raise a dispute - in my experience e-bay are always on the side of the buyer.

I would ask him to sent it back so it can be looked at and maybe it might be worth getting a watch repair to have a look and see what the problem is. I don't think its unreasonable of him to wait a few days for a refund.

Original poster
tigerpug · 14/01/2019 10:31

So much differing advice from you guys, nonetheless its all really helpful.

Part of my wondering whether an official eBay dispute would be best is because, years ago, I sold a mulberry handbag (100% official, purchased from selfridges) to a buyer who then asked for a full refund because she had supposedly taken it to a mulberry shop and they had told her it was fake. I was furious, and asked eBay to intervene. eBay then refunded her in full (more angry!) and let her keep the bag (even more angry!), but refunded her themselves ie i kept the money.

I guess its unlikely they would do this for the watch.

OP posts:
wombatsears · 14/01/2019 10:33

I'd also be concerned that he'd turn up at my house!

And do what exactly!?

I’m with those saying don’t refund. There are several ways the buyer could be responsible for the damage have PP have suggested. You have no way of ruling these out. When you buy second hand this is a risk you take.

practicallyperfectmummy · 14/01/2019 10:36

eBay will always side with the buyer, they will no doubt give this person a full refund, especially if they paid via PayPal. PayPal will hold the funds while it's sorted out. I would be polite but firm that you sold a working watch in good faith and that they even responded being happy with it. You also have no way of knowing if it's been damaged while with a new owner. Don't suggest they open a case leave it up to them to take it further if they want to.

babypossum · 14/01/2019 10:40

I had a waterproof watch that fogged because I hadn't fully pressed the button back in when I changed the time. Hence water leaked in and I had to have it repaired. I wonder if either one of you could have made the same mistake? It's easy to do. That said it doesn't solve your immediate problem.

BobbinThreadbare123 · 14/01/2019 10:40

My experience with these things is that ebay will simply force a refund, and your buyer will get his money back and get to keep the watch. I have had an issue with this before on a small electrical item which worked perfectly when I posted it. I had pics of it and everything. EBay were less than helpful.

BinkyBuntyFintyCunty · 14/01/2019 10:41

You sold the watch in good faith and he was happy with it. It’s a second hand watch and buying anything second hand comes with a risk. I don’t feel you need to offer a refund. It was his risk and he was initially happy.

We have found that eBay ‘resolution’ is very heavily weighted in favour of the buyer. We had a dishonest buyer claim money back (Paypal) for something that was in perfect condition. It was extremely frustrating going thru the process - eBay just didn’t listen to our side.

JollyAndBright · 14/01/2019 10:45

I’m also struggling to see why you would offer a partial refund?

You know the watch was in full working order when you sold it, he left positive feedback so was obviously happy with it.

You are not a shop and unless you offered a guarantee with the watch you are under no obligation to be responsible for it after the buyer had received it and stated they are happy with it.

JollyAndBright · 14/01/2019 10:46

“It’s a second hand watch and buying anything second hand comes with a risk.”

Exactly this.

Original poster
tigerpug · 14/01/2019 10:46

OK, I have messaged him back to say i i can't think of a situation that will keep either of us happy, so to involve eBay if he wants to. Ive left it at that, and if eBay force me to refund him then so be it, id rather that than simply send the money back today.

You have all been amazingly helpful. I will keep you posted on any messages and eBay involvement as it happens.

OP posts:
Ariela · 14/01/2019 11:01

I would suggest perhaps he has taken it for a new battery and whoever has replaced the battery has not resealed this properly. I have an oldish Rotary watch that's good for going in the shower or pool and forgetting you've got it on as it is ok to 20m or something under water, that was why I got it. However I once let Timpsons change the battery and they mucked up the seal (in mitigation I was at my Dad's and didn't know the nearest jeweller that could do it). Had to get a new seal and all was fine.

So I suggest you get a quote for a new seal replaced and offer him that back, as that'll be all it is. (But personally I'd ask him was everything else OK about it was the battery OK etc and see what he says - bet Timpsons have been at it!)

keepingbees · 14/01/2019 11:12

Quite a few people have replied now but in answer to what you asked I wouldn't open an eBay dispute as they do tend to favour the buyer regardless. The fact he's had it some time and left good feedback may go in your favour though. A PayPal dispute may refund him too as they also tend to go heavily towards the buyer and have quite a long post purchase dispute period.
I hope you manage to sort it one way or another. It's a lot of money to lose on either side, but the onus is not on you at this stage. If he couldn't risk that amount of money then he shouldn't buy from a private seller with no guarantee.

Original poster
tigerpug · 14/01/2019 11:19

keepingbees thank you for the advice. I think id feel a bit easier about things if it felt like he was pulling a fast one.

Keep you posted when I hear.

OP posts:
bobstersmum · 14/01/2019 11:28

In my experience of ebay, if you go to the help centre and ask them to call you, they do so very quickly, tell them the story and that you think he's pulling a fast one, they can usually swing it in your favour if you have otherwise excellent feedback. Good luck.

19lottie82 · 14/01/2019 13:22

It’s a second hand watch and buying anything second hand comes with a risk

Unfortunately that’s not how eBay works.
The amount of bad advice on this thread is astounding.

If the buyer opens a case you will be forced to refund in this situation.

sushisuperstar · 14/01/2019 14:13

I can't be bothered with the amount of CFs on eBay. I've given up with selling - I totally get the buyer needs protection but it is at the point where there is little to no seller protection.

I hope your buyer isn't a CF OP

Original poster
tigerpug · 14/01/2019 15:41

thanks sushi

still no response but will let you all know if/when i hear back

OP posts:
AlanThePig · 14/01/2019 15:55

I'd wonder if he's had a new battery in it and taken it somewhere cheap and cheerful where they haven't pressure tested it. We have 2 local jewellers, one who will pressure test and one cheap one who has a disclaimer on the counter warning that battery replacement will mean the device is no longer waterproof.

badlydrawnperson · 14/01/2019 16:33

www.contactlaw.co.uk/what-is-caveat-emptor.html

IceRebel · 14/01/2019 18:28

Not sue what Caveat emptor has to do with the situation Confused