topic Re: Buyer claiming missing parts, but everything is there. in Selling

Buyer claiming missing parts, but everything is there.

auction.assist — Thu, 27 Oct 2016 00:07:23 GMT

Hello,

I am looking for some advice please. I have a buyer that has opened a missing parts claim on an auction for a used item.

He is claiming the flash is missing off a DSLR camera I sold marked BODY ONLY. There were no photos of a flash, I did not say the flash was included. The flash is an extra which I never owned. He is claiming because the camera was originally sold by the manufacturer with the flash in a package it is part of the body and claims he wants his money back. I did everything in my ad to show every part that was included and took photos of everything.

I am not a business just a personal seller, selling my personal posessions. I have spent the money on household bills/food, My paypal account is now overdrawn.

Will eBay make me refund him even though there is no missing items and this is clearly a case of the buyer not reading the description properly or a change of mind?

Thank you

Re: Buyer claiming missing parts, but everything is there.

*sparklz* — Thu, 27 Oct 2016 00:16:45 GMT

As there is photos and and itemised description of what will be received the buyer has done the wrong thing

Did they open a dispute via paypal for item not as described rather than the ebay dispute?

Reply to them (via the dispute) saying the description and photos state exactly what is being sold.

If they did the dispute via paypal call paypal and tell them there was no mention of the so called missing part.

But to be honest if it was done by paypal then they generally side with the buyer and once escalated they will tell the buyer to return for a refund.

If the dispute was done via ebay then you have a better chance of winning and should call ebay as they buyer has got what was advertised.

Re: Buyer claiming missing parts, but everything is there.

auction.assist — Thu, 27 Oct 2016 00:31:28 GMT

Thanks for your quick reply,

They have done it through eBay. They have not escalated the claim as yet.

I have called eBay and they told me my choices (refund or refuse) and that they cannot side with the buyer or the seller and were not much help at all.

Should I call them again if/when the buyer escalates the claim?

Re: Buyer claiming missing parts, but everything is there.

*sparklz* — Thu, 27 Oct 2016 00:55:07 GMT

You can escalate it to a claim and state the photos and the list of items received with this purchase are in the listing and no where does it say or show the part they claim is missing was even shown or mentioned in the listing.

Make sure sany comms is done via the dispute

Refuse the refund and fight it as much as you can.

And ebay do decide in the end once it is escalated.

Re: Buyer claiming missing parts, but everything is there.

performance_parts_clearance_centre — Thu, 27 Oct 2016 01:21:10 GMT

If the item is the Olympus Pen-LIte, that camera comes with no integral flash, just a mount for an external flash.

Some reviews state that the external flash is supplied - but it's not part of the body, it's a clip-on extra.

You haven't listed the flash in your listing; the buyer has made the assumption that's it's included, despite it not being listed in the item description of the photos. Hardly your fault...

Re: Buyer claiming missing parts, but everything is there.

auction.assist — Thu, 27 Oct 2016 01:27:48 GMT

Thank you for all your replies. I will keep fighting it.

Re: Buyer claiming missing parts, but everything is there.

auction.assist — Thu, 27 Oct 2016 01:29:23 GMT

Thank you for confirming that for me for me. At least I know I am not crazy.

Re: Buyer claiming missing parts, but everything is there.

lyndal1838 — Thu, 27 Oct 2016 02:44:48 GMT

If a buyer asks ebay to step in it is almost 100% guaranteed that they will rule in favour of the buyer, no matter what you say or what evidence you offer. And you will get a defect if ebay has to step in.

You can avoid the defect by refunding of your own accord.

Re: Buyer claiming missing parts, but everything is there.

rocket2retro — Thu, 27 Oct 2016 03:08:08 GMT

You've even itemised what is included in the sale. As there is no mention of a flash there is no way a buyer could expect one. The fact you've itemised the contents should be be grounds for eBay to find in your favour.

Re: Buyer claiming missing parts, but everything is there.

auction.assist — Thu, 27 Oct 2016 03:08:58 GMT

Why will I get a defect on my name - I have done nothing wrong.

The buyer did not read the description and is trying to make me out to be the dishonest one. How is it fair that eBay will rule in favour of the buyer and defect me as well???

Re: Buyer claiming missing parts, but everything is there.

clarry100 — Thu, 27 Oct 2016 03:25:23 GMT

The defect for the scenario that Lyndal describes would be because it is a case that is not resolved by the seller.

ie you did not voluntarily refund, ebay had to force you to do it.

This is a risk if ebay are asked to step in by either you or the buyer, so be careful going this route.

I think you are better off on the phone with them trying to convince a CSR (or manager) that what you have done is correct and the buyer is at fault for not correctly reading your description.

If they will agree with you they may just close the case in your favour while you are on the phone.

If you (or the buyer) escalate the case there is a high risk they will simply close in favour of the buyer without reference to any of the facts you presented.

Re: Buyer claiming missing parts, but everything is there.

digital*ghost — Thu, 27 Oct 2016 03:33:32 GMT

@clarry100 wrote:

I think you are better off on the phone with them trying to convince a CSR (or manager) that what you have done is correct and the buyer is at fault for not correctly reading your description.

If they will agree with you they may just close the case in your favour while you are on the phone.
If you (or the buyer) escalate the case there is a high risk they will simply close in favour of the buyer without reference to any of the facts you presented.

Agree with this - definitely don't chance an escalation and an automated decision being made.

I have found the most success with using the 'request call back' option (they usually phone back straight away, but you can be put on hold for a little while before getting to speak to a rep).

If the first rep doesn't understand that the buyer is claiming 'missing pieces' on an item that was never included in the package , ask to speak to a supervisor - get the rep to look at the listing, as they will be able to see the contents that were listed as included, and don't give up until you speak to someone that understands the situation properly, and then ask them to send you the information they have provided to you in an email so that you have verfiable information to refer to in the future (eg if they mention they've made notes on the case supporting your side, any advice they provide about what to do if the buyer escalates / leaves a neg).

Re: Buyer claiming missing parts, but everything is there.

auction.assist — Thu, 27 Oct 2016 05:31:28 GMT

Thanks again. I decided to email them instead of calling because the last time I phoned and I ended up in tears

Re: Buyer claiming missing parts, but everything is there.

phorum_junkie* — Thu, 27 Oct 2016 05:41:24 GMT

Emailing ebay about something like this is about as much good as a chocolate fireguard. Just use the call back option and state your case clearly and positively, there is every chance ebay will find in your favour IF you do it over the phone.

Surely the prospect of losing money is enough to overcome your dislike of using direct contact.

Re: Buyer claiming missing parts, but everything is there.

auction.assist — Thu, 27 Oct 2016 21:24:08 GMT

Thanks, I phoned them this morning. The buyer escalated overnight.

eBay said they will investigate whether the flash is part of the camera body as that seems to be the crux of what the buyer is claiming. They will take my information under advisement and make a decision within 48 hours.

Re: Buyer claiming missing parts, but everything is there.

lyndal1838 — Thu, 27 Oct 2016 21:55:07 GMT

I wish you all the luck in the world but now that the buyer has escalated it is almost a given that the dispute will go in their favour, no matter what you were told on the phone. The trick was to get in before the dispute was handed over to ebay.

Re: Buyer claiming missing parts, but everything is there.

clarry100 — Thu, 27 Oct 2016 23:52:07 GMT

Yes I fear now that Lyndal may be 100% right.

You definitely need to be on the front foot with these things.

Re: Buyer claiming missing parts, but everything is there.

*tippy*toes* — Fri, 28 Oct 2016 00:00:31 GMT

How would eBay know if the flash is part of the camera body? Sadly, I also think Lyndal is correct. It's been escalated, which is almost a 100% guarantee that they'll find in the buyers favour, regardless of what evidence you have. In fact, I'm surprised it didn't close in their favour the instant they escalated as that's usually what happens.

It doesn't matter who escalates, it's usually an instant close in the buyers favour. It also means that there is a reasonably high chance that eBay will refund them without them having to return the camera. Be very careful of that happening as it's a common thing to happen. It's one of the many things that are making sellers really angry. Not only do they lose the money, they lose the item as well. EBay has no right to tell a buyer that they can keep the item after a refund, but it doesn't stop them allowing it to happen.

Re: Buyer claiming missing parts, but everything is there.

auction.assist — Fri, 28 Oct 2016 00:05:45 GMT

I did call them on the 26/10 before the buyer escalated and I also emailed them yesterday 27/10. They told me it was my choice, they couldnt take sides and that I just had to wait until the buyer escalated it.

Re: Buyer claiming missing parts, but everything is there.

chameleon54 — Fri, 28 Oct 2016 00:25:56 GMT

@auction.assist wrote:
Thanks, I phoned them this morning. The buyer escalated overnight.

eBay said they will investigate whether the flash is part of the camera body as that seems to be the crux of what the buyer is claiming. They will take my information under advisement and make a decision within 48 hours.

A very quick google search shows the flash was NOT part of the body and was not originally sold with the camera. If ebay sides with the buyer it would be very unfair. Unfortunatly ebay siding with the buyer is the most likely scenario based on their previous responses to similar cases. Please keep us informed as to the outcome.