Refund requested by buyer for not as described?

[zeliff2006]

Hi all. Sold a car stereo head unit it was excellent condition and listing had photo of actual item.

I had tested unit prior to selling and worked fine.

Buyer now claiming the CD doesn't work? He lodged return request claiming it wasn't good condition, doesn't work and didn't have reverse camera., I responded to eBay advising it worked fine, and that this model doesn't come with reverse camera it's an optional extra through manufacturer.

My issue is eBay have basically demanded I pay for return postage and refund item after thoroughly investigating?? They have not contacted me. They have sided with buyer.

My issue he paid for standard postage, didn't have a professional photographer I've it up, once it's left me its beyond my control? Where is seller protection?

What can I do? My listing states no returns , I'm not a business.

Any help is greatly appreciated. I have operated with 100% feedback now this is driving me nuts! I feel shafted by eBay.

[dazzledayz]

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@neil2234 wrote:

Sad but very true -  'if you send anything by standard mail without tracking then by default you do not have seller protection'. On another ebay store we have a buyer started a not delivered claim (incorrectly). It was only to advise he was in a different location at his work premises and could we change the floor number, but the item had already been posted by domestic mail.  These are small low cost items typically so not cost effective to send registered/parcel.  A month or so later the claim was still sitting there. We asked an ebay cistomer service person to delete it as not valid (resolved anyway - the customer had confirmed receipt of the item by email). The response of the customer service person was to state - 'no tracking info on record', confirmed the claim and refunded the guys money despite the emails we had.  To top it off the customer then claimed not delivered on FIVE previous orders from five different dates and Ebay gave back everything. **bleep**  happens on ebay.

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Clarry has mentioned this as well but this item had to have been tracked.

As it's a stereo head unit it is quite large and would have to be sent as a parcel.

These days, every parcel, even "brown paper" ones, get a tracking number.

It's been that way for over a year now but that would only help the OP in the event of an INR claim.

eBay purchased Gumtree some years back and I have a distinct feeling that this is where they want used items sold (it's free of fees ATM but I wouldn't expect that to continue forever).

It was not too long after that corporate buyout that the "buyer is always right" attitude really kicked in hard.

In this case the OP will just have to take it on the chin and try to get the item back in one piece and working order (so don't get argumentative with the buyer or you will get spite in return).

The advice to document and witness the parcel and contents on return should not be ignored.

[mystuff2234]

Sorry, should have added. I sent a question to ebay asking clarification of the rules re dodgy claims citing this and another case without case numbers mentioned. Still awaiting a response. Ebay is very much a case of seller beware and mitigating your risk as much as possible.

[moto288]

I just got burned. I learnt the lesson the hard way. If there is any chance of getting a return, DO IT. Get the buyer to return the item, and refund them. Take the postage loss. It's far better than escalating the issue and letting eBay favour the buyer and you'll end up losing your money AND your item.

[zeliff2006]

Thanks everyone. I've bit the bullet asked for ten back and will refund once I've received it back and inspected it etc. EBay including a supervisor were both useless scripted robots.

[clarry100]

When you get it back make sure you have a credible witness with you when you open it up.

That witness should be prepared to sign a stat dec if needs be.

Take clear uninterrupted (ie continuous) video while you are opening it.

Take the weight of the package before you open it.

Compare that to the weight you sent out (if you have it).

The buyer could send back half a brick or any old empty box with tracking.

The tracking on the return package is what ebay will care about.

When you check the item for serviceability have your witness present.

Cover yourself in case you need to appeal any decision or got to the Federal Police.