Return requested for large item collected in person

[TheOriginalMrsMoss]

So I sold a large item listed as for cash on collection.

Someone bought it, paid by Paypal and wanted to collect it ASAP. To maintain social distancing we put it outside for the person to collect. He knocked then loaded all the different pieces into his boot with no blankets to protect them.

He then messaged me two days later to say the edge of one piece is damaged. I replied politely explaining I had taken photos of the parts outside the house before collection and there was no visible damage.

He's now, almost two weeks later, started a return request. He collected the item, transported the pieces and constructed it and waited 2 days before contacting me! This is a huge item and would cost more for me to pay for returns. I just know that Ebay will find (unfairly) in his favour or he'll do a Paypal reversal.

What should I do?

I should say, I wouldn't mind accepting it back but I think he's damaged it. If I accept the return, it says I'm accepting the cost of returning it too.

I think you'll have to take it on the chin I'm afraid. How much is involved? Refund his money and let him keep it, and learn your lesson. If you sell on eBay you have to accept that the payment from the buyer is optional. It's really only good for getting rid of junk. Look on it as Freecycle with less time wasters and the possibility (but not guarantee) of making some money.

Ring eBay and speak to a real person, send them the photos etc.

I had this : someone claimed 2 very nice tops had not arrived, and wanted a refund.

Unfortunately for them they were quite unique (handmade in USA) , and I saw them advertised on FB Marketplace under their name - so I copied the detail and told ebay fraud team that they were trying to scam me, got to keep the money.

This is one of the reasons why you should only accept cash or a bank transfer for collection items.

Definitely ring customer service asap

@WeaselKnickers

I think you'll have to take it on the chin I'm afraid. How much is involved? Refund his money and let him keep it, and learn your lesson. If you sell on eBay you have to accept that the payment from the buyer is optional. It's really only good for getting rid of junk. Look on it as Freecycle with less time wasters and the possibility (but not guarantee) of making some money.

This did make me laugh

TBH I never take Paypal or bank transfer for collection items but onthis occasion relented because it was better for social distancing with nobody handling cash.

Ugh - I think I've been had but I'll call Ebay just to make me feel better.

Why on earth would you collect something in person, unload it at your house, take the time to construct it THEN decide that it's far too 'damaged' for you to keep.

I also didn't realise that if I do refund they get to keep the item as well or if I insist they return it I have to pay! Feeling ripped of by the buyer AND Ebay.

How much was it?

Buyer protection is invalid if the item is collected in person. Go through ebays resolution centre.

Ensure on your side you make it clear in was collected and the buyer was happy with the item at the time of collection.

I assume he’s realised it doesn’t fit or that it doesn’t suit the room etc . Either that or he’s hoping that you will just refund and let them keep the item due to the hassle to get it back etc.

Definitely phone eBay, if you have photos of the outside then you may be okay.

You've made a mistake by accepting PayPal on a collection item. I'm afraid this will go in his favour. What about cutting your losses and offering him a part refund to keep it?

Have said on another thread about getting stung as an eBay seller. Am sure some people do this on purpose!

He did this for a free item, this is a good example of how it works.

As an aside but why didn't you accept cash on collection?

If you do this again for 'collection only' never ever accept Paypal and if they try it on again immediately refund them.

I think you'll find at the moment its impossible to contact ebay. No call centre and they don't have an email either. I had a return request but had proof of postage and couldn't contact anyone!

People like this infuriate me OP I feel for you and eBay is full of them both sellers and buyers.

I've been caught out a few times by sellers stating the condition of an item is in perfect condition for it not to be when it's arrived it's either marked or has holes in it.

eBay really doesn't stand by the seller much either have had idiots not fully read the description bit as well and then said they didn't realise it wasn't suitable but had they read the full description they would have realised before buying etc.
So then you end up losing money as the seller to get the item back.

I would try and argue with eBay but hopefully this person will get Karma for lying

@Wifeofbikerviking

Buyer protection is invalid if the item is collected in person. Go through ebays resolution centre.

Ensure on your side you make it clear in was collected and the buyer was happy with the item at the time of collection.

Thanks Wife - I thought it was pretty clear cut too but Ebay have suggested that I arrange for collection (paid for by me so I'm out of pocket on a collected in person item) or just refund (so equally out of pocket).

They're no help at all. Like broken record and even though their policy says this, he's pulled a blinder by paying by Paypal.

The eBay MBG excludes items that are damaged in transit when collection is arranged by the buyer - it also excludes items damaged during collection.

What's covered

Most transactions on eBay.co.uk are covered by the eBay Money Back Guarantee.

Not covered

Buyer's remorse or any reason other than not receiving an item or receiving an item that isn’t as described in the listing (see the seller's return policy for returns options)
Duplicate claims through other resolution methods
Items sent to another address after original delivery
Vehicles, Real Estate, Business & Websites for Sale, Digital Content, Intangible Goods, Classified Ads, Services, and some Business Equipment categories
Items damaged during collection
Collection items damaged during shipment when shipment arranged by the buyer
Items collected by a third party on behalf of the buyer
Items not collected by the buyer

I think if I'd returned the payment he'd have cancelled the sale. Hindsight is 20/20 and all that ...

@Azerothi

He did this for a free item, this is a good example of how it works.

As an aside but why didn't you accept cash on collection?

If you do this again for 'collection only' never ever accept Paypal and if they try it on again immediately refund them.

Indeed. I always state cash on collection but relented because of social distancing. I stupidly thought maybe he didn't want to handle cash.

Lesson learned.

I think I'll just refund and be done with it.

It's my Mum's funeral tomorrow and I really want to focus on that instead.

Do not let this guy get away with this - I hate this and I ended up closing my eBay account because of the scammers. You could try knocking a few quid off i.e. partial refund and see if he'll shut up:
How to issue a partial refund when the item is returned in a different condition
To offer a partial refund:

Go to your Returns dashboard.
Select View return details beside the item.
Select Decided What to Refund.
Select the percent you want to deduct from the refund amount.
Add a message to the buyer explaining why the refund wasn’t full.
Select Send offer.

www.ebay.co.uk/help/selling/managing-returns-refunds/handling-return-requests?id=4115

Thanks Bobbin - normally I'm feisty but people like this suck so much time and energy.

Thanks for all the comments and suggestions. I've met and dealt with some lovely people on Ebay but, like anywhere, there's always a bad apple every now and again.

So frustrating. Selling on Ebay is just a pain. Its brilliant if you do really have bad sellers but it's just open season for scamming buyers.

Sorry about your mum mrsM

And I’m sorry you were scammed. I would call his bluff and get the item back. It would stick in my craw that he got my item and my money.

Thinking of you for tomorrow

@AwrightDoreenTakeAFuckinDayOff

Thank you

I just can't be bothered with anything really, least of all this.

Thanks for letting me vent everyone. It's made me feel much better and thanks for all the great advice. Duly noted

How to issue a partial refund when the item is returned in a different condition

But the buyer is under no obligation to accept a partial refund. They can decline and ask eBay to step in to adjudicate. As per usual with eBay disputes, 99% of the time they side with the buyer, there doesn’t seem to be any element of common sense applied (something which I have found PayPal are much better at during disputes).

It was around 5 years ago now, but I had someone buy a sofa off me, come super late at night in winter when it was dark, only a young woman and her very elderly grandfather.
So DH helped put the sofa in the van they had as they literally couldn't lift it without it. They chose the collection time, which was a lot later than we had wanted and they'd already arranged and cancelled 2 times so just wanted it gone.
This was before I knew all the rules and so they had paid through PayPal.
A few days later they opened a case saying it was damaged, which is why DH had helped them put it in the van, and they we'd made them collect at night to hide the damage as it was dark, and that there was dog hair on the sofa (probably a bit true, but the listing did say we had a dog and id spent ages trying to remove all traces of dog).
They wanted a full refund, a refund for what they paid to rent the van, and to keep the sofa as part of the inconvenience!
Ebay sided with me, there's no protection with collected items and as they collected the item it was their responsibility to check the condition before they took the item away.
Maybe try phoning ebay? They've been very helpful to me as both a buyer and seller if you speak to an actual person.