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Original poster

Buyer refund 'changed mind'

37 replies

terrigrey · 03/05/2020 10:17

I sold a brand new Apple keyboard & Mouse which costs over £180 direct from Apple (I bought a new Mac and already had keyboard and mouse).
I sold it for £130 on eBay. Sold within a few days.
Buyer has now contacted me asking for a refund because they have 'changed their mind'.
I don't want to offer a refund because now the items will be second-hand and worth a lot less (especially if the packaging has been thrown) plus because of C-vid I assume people would be less happy to buy secondhand.

What shall I do? Will eBay force me to refund?
eBay helpline seems to be not there anymore (I assume because of C-vid) so I can't ask eBay what my rights are.
Thanks for any advice.

OP posts:
Soubriquet · 03/05/2020 10:27

Do you mean they have received the product and changed their mind or you haven’t sent it yet?

If you haven’t sent it, refund

If they have received it and cha had their mind, don’t. You aren’t a store. You don’t have to accept returns

Original poster
terrigrey · 03/05/2020 10:41

I have sent it, RM SD so I know they received it and they wanted it in a hurry.

They have used it.

They now want to return it because they have changed their mind because 'item isn't needed anymore'

?!?

Will eBay side with buyer if I refuse the return/refund?

OP posts:
SylvanianFrenemies · 03/05/2020 10:43

I don't think ebay will side with them.
Its not the same item, it's used! Stick to your guns.
There is a forum on ebay where you can get advice from experienced ebayers.

winterisstillcoming · 03/05/2020 10:46

The eBay helpline is there just ring the number. Open a dispute.

milkjetmum · 03/05/2020 10:47

Check what it said in your original eBay listing, there is a section on returns. But if you do have that you will accept returns on there don't refund until after they have sent it back safely. And don't refund any postage costs so they will lose out a little which is a disincentive.

Herpesfreesince03 · 03/05/2020 10:50

If they return it within 14 days for whatever reason, then eBay will refund them. You can state ‘returns not accepted’ on eBay, but they still have to abide by consumer laws. You can’t just refuse to issue a refund if they return it or open a dispute, eBay will refund them and recoup the money from you one way or another

2007Millie · 03/05/2020 10:50

You will have to accept the return, however you can dispute with eBay that the item you have received back is not identical to the one you sent.

Call eBay customer services. It's 50:50 whether you'll get put through to someone who can actually help, if you find they aren't helping, hang up and call again until you get through to someone useful

Original poster
terrigrey · 03/05/2020 10:54

Can someone give me the eBay customer services number?
The (usual) one is just a voicemail now directing you to the help pages on the website.

OP posts:
Original poster
terrigrey · 03/05/2020 10:55

It says I don't have to accept the return?
But people on this thread are saying I do?

Buyer refund 'changed mind'
OP posts:
MsPepperPotts · 03/05/2020 11:08

Don't accept the refund...for all the reasons mentioned in your OP. If Ebay are saying you do not have to accept the refund then don't.
There are some nasty CFs on EBay.

Fairylillie · 03/05/2020 11:16

Legally you are not allowed a refund because you have "changed your mind". Most high street shops do allow it as a gesture of goodwill but only if the item is in its original packaging and unused.

I would just ignore them them and see how far they get trying to get refund from eBay.

2007Millie · 03/05/2020 11:55

Don't accept it until you've spoken to eBay.
If you go onto their website, click help, they have a 'call back' option at the bottom or a live chat

Hoggleludo · 03/05/2020 12:55

I'm almost certain eBay don't have to refund due to change of mind

There's a reddit group for eBay. They know their stuff. I would ask there

Original poster
terrigrey · 03/05/2020 15:01

They wanted it in a hurry when they bought it and pressured me into posting the next day (which is fine and I did, I sent it RM Special Delivery before 9am) so they would get it as soon as possible.
I didn't mind doing that, but I just find it funny they can use it for 4 weeks then decide they don't want it. It's not a rental service!
CF!

OP posts:
Original poster
terrigrey · 03/05/2020 15:03

They left me feedback so I know they received it ok.
Maybe they are new to eBay and don't understand how it all works?
Or maybe they have heard that eBay always sides with the buyer in disputes?
I don't really want the keyboard/mouse back .... it's probably full of germs now! (Like all keyboards).

OP posts:
Incrediblytired · 03/05/2020 15:07

They’ve had it 4 weeks?! They can’t return it then. Open a dispute and refuse.

Ninkanink · 03/05/2020 15:08

No of course you don't have to refund them. Keep all correspondence, especially where they’ve said they’ve changed their mind. That’s not sufficient cause to claim a refund once they’ve used the item.

redwoodmazza · 03/05/2020 15:21

I use eBay loads.
If the listing was accurate and the product is fine, you don't need to return it if the buyer simply changes their mind - as long as you put that you do NOT accept returns.

redwoodmazza · 03/05/2020 15:22

Just a polite reply to say 'Sorry, I do not accept returns" should suffice.

Glittercandle · 03/05/2020 15:26

After 4 weeks definitely not!

oohnicevase · 03/05/2020 15:29

I wouldn't accept it , they have used it and it may be broken!! Just tell them that you don't do refunds , you aren't a shop ffs ! Plus a shop wouldn't refund unless it was faulty if they had opened and used it !

Soubriquet · 03/05/2020 15:30

No definitely not. Not after 4 weeks. If it was delivered and they changed their mind straight away, they have a foot to stand on, but not 4 weeks.

Stand firm. Do speak to ebay though if you want to check

Happygirl79 · 03/05/2020 15:31

Refuse the return and forget about it

Haworthia · 03/05/2020 15:33

If they don’t want it, they can sell it themselves can’t they? It’s absolutely not your problem, especially if they’ve had it for a month and used it!

2007Millie · 03/05/2020 15:34

OP, just seen you've said it's been 4 weeks.

If it has been over 30 days since delivery you absolutely do not have to accept the return.

The quickest way to solve this is to call eBay and state it has been over 30 days and request for the case to be closer

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