Someone wants a refund, how do I handle this??

[MrsSnape]

I sold an xbox game on ebay last week. They received it today and have sent me a message saying they are not happy. Apparantly someone has put sticky tape over the back of the disc to hide the fact that it was cracked Total bullshit, I checked the disc before I sent it and if it was cracked, I wouldn't have tried to cover it up with ffing tape! I'm not stupid.

Anyway, he has written "I want my money refunded TODAY".

For one thing, you don't refund until you get the item back, do you??

And what happens if they post it back and it's not in the state that I sent it in??

Will paypal/ebay automatically be on their side and make me refund?

Very pissed off as it was my sons game and I know it was not broken.

you don't refund until you have received the item back

ask them to return it to you
if they are just trying it on they probably won't bother

oh dear, seems a lot of this about lately (i've had a buyer claim that a readybed has a puncture in it)

but you are correct, you send a refund when you have recieved the item back. If you recieve it and they have damaged it would imagine it is your word against theirs.

Email them and say you are 100% sure (if you are) that the item was not in this condition when you sent it, is there anyway it happened their end? Sometimes doing this is enough to scare off a bogus complaint.

Then, quote ebay guidelines about not issuing refunds until the item is returned

oh dear, seems a lot of this about lately (i've had a buyer claim that a readybed has a puncture in it)

but you are correct, you send a refund when you have recieved the item back. If you recieve it and they have damaged it would imagine it is your word against theirs.

Email them and say you are 100% sure (if you are) that the item was not in this condition when you sent it, is there anyway it happened their end? Sometimes doing this is enough to scare off a bogus complaint.

Then, quote ebay guidelines about not issuing refunds until the item is returned

Definitely do not refund until you get it back....they'll have to sit and crack it themselves......pfffft.

Am just about to start selling again after my Christmas de-briefing but all these tales are really putting me off...

Does this sound ok as a reply?

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Hi, sorry you are not happy with the game but that is not the condition it was sent in.

I assume the game does not actually play if it is in that state? I always take photos of the discs and play the games before I send them and the Simpsons played fine and the photos show no cracks on either side of the disc.

However, please feel free to return the game to me. If it is in the condition I sent it in, I will happily refund. Please be aware though that I cannot refund your money until I have the item back. As is Ebay policy.

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Is that ok? or too confrontational?

I don't want neg feedback but I won't be ripped off when it was DS's game.

I wouldn't mention photos tbh
Just ask them to return it to you