topic Re: Help needed about dispute from buyer in Selling

Help needed about dispute from buyer

misschriss70 — Sat, 19 Jan 2013 01:17:27 GMT

Hi all, I hope I can get some advice about this buyer... A buyer purchased a brand new camera from my daughters ebay on the 16th Nov 2012..he then puts a dispute in on the 30th Dec 2012 saying there is a scratch on camera and it will cost him $100 to repair. I packaged the camera myself and posted the item. There was NO scratch on camera as i Checked and packed it well. He has now escalated it to a claim and one option is for $100 back to him, full refund or disagree with dispute. My daughter purchased this camera duty free and changed her mind as with the sale she bought the one she wanted. She made $100 profit on the auction as it was duty free, she got it cheap.I posted the receipt in for buyer so it was his warranty and I think when he saw that he paid $100 more than she did he wanted the $100 back. I believe after all this time with his late claims that he used the camera. Paypal's said he would have to send them proof of damage etc.. What are my chances of winning this dispute? I dont think he will send me the camera in new cond back. He was a pain from the start even trying to haggle me down for postage as he didnt want registered post. Item was posted registered though. What do other sellers think I should do? thanks all 🙂

Re: Help needed about dispute from buyer

***super_nova*** — Sat, 19 Jan 2013 01:36:41 GMT

They opened dispute on 30th December and you are only now asking what to do? You should have immediately replied through the dispute that the camera was new, you have photos of it from all sides, and as they had it for almost 6 weeks before they mentioned "scratch" there is no reason to believe the scratch was there when they received it.

there is only 20 days to escalate the dispute to claim, have they done it now?

Re: Help needed about dispute from buyer

digital*ghost — Sat, 19 Jan 2013 01:49:24 GMT

It sounds like he has requested a partial refund of $100, so probably doesn't want to send the camera back. I would personally fight the dispute, as I'm not sure PayPal would entertain a partial refund and if it came down to it, he would be required to send the camera back for a full refund. Given the time frame between purchase and dispute (44 days?) the scratch - if there is one - could have easily been caused by his own use, so I would be explaining that the customer has had the camera for 6 weeks, during which time it could have been subject to abuse and/or misuse.

He won't necessarily win the dispute, but if he does return the camera and it is not in the same condition as when sent, you will need to contact PayPal and let them know.

Re: Help needed about dispute from buyer

digital*ghost — Sat, 19 Jan 2013 01:51:27 GMT

Nova - according to the OP, the buyer has just now escalated the dispute to a claim, changing how the dispute will progress and giving limited options to the OP to go from here. Maybe they didn't need to ask what do do before.

Re: Help needed about dispute from buyer

misschriss70 — Sat, 19 Jan 2013 03:03:53 GMT

We have been emailing back and forth when he put in a dispute as I asked him for a photo and the quote for repair. He only just escalted to a claim yesterday. He emailed me during this time that he is happy to keep the camera and doesnt want refund but $100 for repairs. He has never sent me photos or quote.

Re: Help needed about dispute from buyer

*new2vintage — Sat, 19 Jan 2013 04:14:08 GMT

He seems to be dishonest. $100.00 to "repair" a scratch. That matches up with the $100.00 more he's paid for it than the cost price. Tell him to put texta ink over the alleged scratch. Make sure you tell Paypal if you don't receive a photo of it.

Re: Help needed about dispute from buyer

***super_nova*** — Sat, 19 Jan 2013 04:28:01 GMT

We have been emailing back and forth when he put in a dispute as I asked him for a photo and the quote for repair. He only just escalted to a claim yesterday. He emailed me during this time that he is happy to keep the camera and doesnt want refund but $100 for repairs. He has never sent me photos or quote.

When you say emailing, do you mean emailing to your private email address, sending eBay messages, or communicating within the PP dispute?

Sorry, missed the part that he escalated. Generally, PP will not do partial refunds; once he escalates he will have a choice to return the camera by registered mail for full refund, or forget about it. If he decides to send the camera back, he will have to send it by registered mail at his own expense. And as already advised above, should it arrive in condition other than it was when sent, you can then challenge the decision. If it arrives damaged and not packed well, make sure you keep all the wrappings and photograph everything immediately.

As it is now 19th January they also missed the chance to leave FB

Re: Help needed about dispute from buyer

misschriss70 — Sat, 19 Jan 2013 04:52:24 GMT

In the paypal claim dispute it gives me a option to tick a box with partial payment of $100 along with other options eg. pay full refund and dispute his claim. Im guessing paypal has agreed to close his dispute if I pay him the $100. Thanks everyone for all your advise ...

Re: Help needed about dispute from buyer

misschriss70 — Sat, 19 Jan 2013 04:54:14 GMT

I was emailing through paypal ...

Re: Help needed about dispute from buyer

gobigone2011 — Sat, 19 Jan 2013 04:59:47 GMT

Never on this earth would I refund a single cent for this turkey. He is obviously trying to pull a swifty on you and PayPal will see this. Simply refuse all requests of a refund stating the customer has had the item too long.

Re: Help needed about dispute from buyer

digital*ghost — Sat, 19 Jan 2013 05:16:19 GMT

In the paypal claim dispute it gives me a option to tick a box with partial payment of $100 along with other options eg. pay full refund and dispute his claim. Im guessing paypal has agreed to close his dispute if I pay him the $100. Thanks everyone for all your advise ...

If you fight the dispute, the $100 refund option will (as far as I know) be off the table, and PayPal will then decide the outcome of the case. They don't (generally) automatically instruct the buyer to return for a refund, instead requiring evidence from both sides before making a decision. There are no guarantees that the buyer will even win, it's only if the claim is decided in their favour that they will be requested to return the camera, then they actually have to return it (registered or equivalent) to get the refund.

There is one other good reason for sellers to fight claims like this - if you don't, you're out $100 or more from (possible) fraud, if you fight and lose, same scenario, but if you win, not only do they not get away with it, but any seller who wins a PayPal claim is automatically granted seller protection, which means if they paid with a credit card and go on to try and make a claim via the card provider, even if they are successful the funds won't be taken from the seller and you won't be subject to the $15 extra fee.

Re: Help needed about dispute from buyer

i-once-was-bump — Sat, 19 Jan 2013 06:27:47 GMT

d*g that is very good information and maybe you should copy and paste it into a few more threads as I didn't realise this and I am sure there are other casual sellers unaware of the importance of fighting a claim.

Re: Help needed about dispute from buyer

ilovefashion! — Sat, 19 Jan 2013 07:15:26 GMT

I thought you only had 45 days to lodge a dispute? surely it has been much longer than that?

Re: Help needed about dispute from buyer

***super_nova*** — Sat, 19 Jan 2013 07:15:43 GMT

In the paypal claim dispute it gives me a option to tick a box with partial payment of $100 along with other options eg. pay full refund and dispute his claim.

That option is there only for you to choose = you can do partial refund; once the case is escalated to claim PP will either decide that the buyer has no claim or tell them to send it back. That is what I meant when I said PP does not do partial refunds. 🙂

Re: Help needed about dispute from buyer

***super_nova*** — Sat, 19 Jan 2013 07:17:11 GMT

I thought you only had 45 days to lodge a dispute? surely it has been much longer than that?

they have 45 days to lodge the dispute (done 30th December) and 20 days to escalate (done right on the dot) 🙂

Re: Help needed about dispute from buyer

superscanner4 — Sat, 19 Jan 2013 08:02:04 GMT

I agree it very much sounds like this buyer is being dishonest and just wants to get back the $100 profit. The 'repair quote' exactly $100?? I don't think so, too much of a coincidence. Where is the evidence of a scratch?? No proof? Not surprising. If there was one you would notice when you unwrap the camera from the packaging and that's when you would complain. Not after a month's use which is obviously what has happened.

Fight this dispute. I hate seeing dishonest buyers take advantage of sellers like this.

Re: Help needed about dispute from buyer

superscanner4 — Sat, 19 Jan 2013 08:03:30 GMT

yes that was great advice from digital ghost - I'm going to keep a copy too

Re: Help needed about dispute from buyer

misschriss70 — Sat, 19 Jan 2013 23:22:17 GMT

Thankyou all for all the great advise..I will fight it. I just wasnt sure which way to go. thanks again 🙂

Re: Help needed about dispute from buyer

digital*ghost — Sun, 20 Jan 2013 11:09:14 GMT

There is one other good reason for sellers to fight claims like this - if you don't, you're out $100 or more from (possible) fraud, if you fight and lose, same scenario, but if you win, not only do they not get away with it, but any seller who wins a PayPal claim is automatically granted seller protection, which means if they paid with a credit card and go on to try and make a claim via the card provider, even if they are successful the funds won't be taken from the seller and you won't be subject to the $15 extra fee.

d*g that is very good information and maybe you should copy and paste it into a few more threads as I didn't realise this and I am sure there are other casual sellers unaware of the importance of fighting a claim.

I'd be happy to, but I'm not sure I know which threads would currently benefit from it. :8} (Anyone is free to pass on the info where needed though, of course).

@misschriss70 - good luck with the case, I hope it works out for you.