Problems selling

[ralphs555]

Hello,

I've recently started selling on Ebay Australia and have had mostly good experiences except for one buyer who is giving me a hard time, so I'm posting my experience here is case someone has advice. Please note that there is time difference between buyer and seller of nearly a full day

I made a sale of a relatively expensive second-hand item. It is a piece of professional audio equipment that is also relatively heavy ~9kg

The buyer purchased and paid for shipping to Germany that was quite expensive due to the weight of the item. When the unit arrived, the buyer sent a photo showing a small amount for damage to a metal bracket that normally holds the unit into a rack claiming incorrect packaging. I offered the buyer a partial refund that they declined

The buyer then claimed, without evidence, that the unit was faulty and that both channels don't work. It was fully tested with a test report before sale and being a dual channel unit it is extremely unlikely that both channels failed at the same time

As this was a piece of equipment I had used for many years I remembered that there is a special test mode of operation, activated with a switch that gives rise to very similar symptoms indicated by the buyer that they said showed the unit defective

I sent the buyer detailed instructions about the special mode and asked them to check the position of the switch. The buyer refused to check, saying the unit had already been packed for return shipping

To me, this sounded like a change-of-mind return, and being new to selling on Ebay, requested a callback from Ebay to ask about what I should do. The Ebay representative said I should ask the buyer to get a quote for return shipping and then send the money to cover the return shipping cost. When the unit is returned, that I should then test it to see that it works correctly and then I could recover part of the return costs. The representative assured me that Ebay would look after my interests. When I asked if I could have a transcript of the conversion I was told I could not have one

In the meantime, the buyer lodged a case with Ebay, paid for and sent the return item, and sent an abusive message saying I was being deceitful. As the unit had already been sent before I sent the money for return payment to the buyer, I again requested a callback from Ebay to ask about what I should now do. The Ebay representative said I should simply wait for the item to arrive. Again the representative said that when the unit is returned that I should then test it to see that works correctly and then I could recover part of the return costs. The representative again assured me that Ebay would look after my interests. When I asked if I could have a transcript of the conversion I was again told I could not have one

Ebay then closed the case initiated by the buyer the same day as the unit had been sent back from Germany and deducted money from my account for return shipping to Australia. I noted that the Ebay tracking information indicated that the unit had been already been delivered to my return address. Obviously, the unit had not been successfully returned as this is impossible, it takes at least a week to send a parcel from Germany to Australia, not just one day!

I tried to contact an Ebay representative once more using the same method I had used previously, to enquire about the units whereabouts as return tracking information is unavailable. The previously available option to request a call back was gone and all that remained was a chat window. After being told I could not ask for a callback, and that I could only chat with a representative, I was told they could not help me but offered to get some one to contact me in the next 72 hours. I am still waiting for this contact

So now, I have paid for shipping from Australia to Germany and back again and no longer have the device, meaning I am significantly out of pocket by well over a thousand dollars without any apparent recourse or means of contacting Ebay about my concerns. I assume the unit will turn up on my doorstep one day but without tracking information, I don't know when that will be

I feel I have been misled on multiple occasions and cut off from even making a complaint. If any one has any advice, I'll be happy to hear it!

There is still an option for appealing the case but I'm not sure what the process is and am nervous about it as my trust has been eroded. When is the best time to lodge an appeal and how can I best make use of the process? Should I appeal now or later when/if the unit is actually returned to me?

Thanks for listening!

[davewil1964]

Before selling Internationally, check how the eBay Money Back Guarantee works. In this instance, the buyer only has to CLAIM Not As Described to ensure they win. Your only recourse is to provide the funds for the return if you want the item back.

Also check out EU regulations, which don't take into account the seller's location.

Hady hint for the future - don't sell stuff  (especially heavy stuff) Internationally if the postage both ways is more than the value of the item.

[*casey*]

All these conversations you've had  with eBay  count for nothing  as once a buyer opens a dispute for an item not as decribed,  the buyer will win.

Once a dispute is opened, a seller has 3 days to respond  to it and if they don't, and it sounds like you didn't, "I again requested a callback from Ebay to ask about what I should now do" the buyer will ask eBay to  step in and the buyer will be refunded.

" I assume the unit will turn up on my doorstep one day but without tracking information, I don't know when that will be"

You only have the  buyer's word that they actually posted anything if there's no tracking.

I hope you receive it !

In regards to an appeal, you can try but I really don't  like your chances of winning.

[domino-710]

I have always received a copy of the transcript - there is a ' tick ' after the chat to recieve.

[twyngwyn]

Yes, you always get a copy of transcript…..but didn’t the OP request a call back, eliminating the ‘chat’?

[gutterpunkz05]

You need new evidence to upload into an appeal, at time of lodgement, if you do not upload new evidence into the appeal then it will be automatically declined.

[ralphs555]

Thanks for eveyone's replies!