Returned item broken

[srob001]

I recently sold an ipod and speakers. Both items were thoroughly checked to make sure they were in working order prior to listing. Both items were in their original packaging as new.  Buyer contacted me to advise that iPod wasn't working properly (he stated that it only worked whilst connected to charger or whilst in speaker dock) and asked for a refund. I was surprised however agreed to refund. Buyer opened an ebay return case. I received items in post today. The ipod doesn't work at all now and the original packaging for the speakers is missing. This is my first refund and I'm not sure how to proceed. Ebay suggests that you thoroughly check the returned item prior to issuing a refund but doesn't tell me what to do if returned item is broken and incomplete. I haven't refunded buyer yet. Please help

[lane-ends]

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@srob001 wrote:

 Ebay suggests that you thoroughly check the returned item prior to issuing a refund but doesn't tell me what to do if returned item is broken and incomplete. I haven't refunded buyer yet. Please help

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This is a big problem with the ebay returns process. call ebay and ask them.

Can you be certain you even got your original item back?

If you have agreed to return and they sent it tracking and it is recorded as delivered ebay can just refund them without any action from you.

[ausbargainbasement]

Thats what get me with the Return system, you are advised to check the returned item, but if it is not in the same condition, or not even the same item, or as apperently can happen just a empty box, there is no selection for partial or to reject refgund on those grounds, only to grant a full refund, no matter what.

[davidc4430]

this is where ebay has changed the fair trading laws of australia, the law was that used items were sold 'as is buyer beware' no returns no refunds ect. i think the aussie law still says that legally. but ebay has said, no thats not what we think the law should be, we think the buyer should be able to get a full refund even if the item they return isnt the one sent. i think selling used items on ebay is very problematic. if its not 'new' in original sealed packing your open for abuse. you dont really get any support from ebay or the australian second hand laws.

[ausbargainbasement]

Yes the return system still does not even cater for new items returned damaged, parts mising, or different item returned

[kopenhagen5]

lane ends brings up a very good point.

With electronic goods, one should always make a note of serial numbers prior to sending.

Make it a habit to have serial numbers and tracking numbers on postal receipts.

If you have the original serial numbers, sometimes on the purchase receipt, check the items.

[clarry100]

...and even put a pic of the item serial number panel as part of the listing.

[srob001]

Thank you all for your responses. Selling on eBay seems to be a "mine field" that I may choose not to navigate in future. I will contact eBay as suggested and hopefully get a favourable outcome. Kindest regards

[lane-ends]

To me I won't list anything now that I can't afford to loose. No large capital cost items.