So I sold a hair grooming kit...

[lukespeeder]

So I sold a hair clipper and body groomer in fully working condition - only sold them as we're moving and need to get rid of stuff. The buyer said the hair clipper wasn't working and filed an "Item not as described" case and sent it back for a refund. But instead of sending it to my name, he addressed it to my ebay username, so it couldn't be delivered to me. Once I found out about this I rang Australia Post multiple times to ask them to hold the package and I'd pick it up, but they said there's no way it could be held and that I couldn't pick it up anyway as the name on it won't match my ID. So I informed the buyer, and he said it was all my fault and left negative feedback.

About 10 days later, they returned the package to my address (not sure how/why) and finally accepted to deliver it to me with some more explanation. I inspected the hair clipper, and sure enough it's not working now, BUT it is full of little hairs, meaning it has clearly been used. Which leads me to believe the buyer used the hair clipper, mistreated it, it stopped working, and then he filed for a refund.

Since the buyer intially filed the case, Paypal removed the amount he'd paid from my paypal funds and has (as far as I know) held them. When I look at the resolution centre and at the page for this case, it says to wait for the item to be delivered and inpsect it and then refund the buyer. Well, I don't feel right about just refunding him because a) the item has clearly been used and mistreated, and b) he's already left negative feedback.

So....what happens now? The funds have been taken out of my paypal account, and I've been left with a damaged item and negative feedback, even though I did absolutely NOTHING wrong. And for the next 12mths, my feedback profile will be tarnished, and no doubt my selling capacity significantly diminished because of this incident that I had no control over.

How can ebay let this continue to happen to sellers? How can they let buyers get away with this kind of behaviour? And is there anything I can do now?

- frustrated and helpless

[lyndal1838]

Contact paypal and tell them the item is NOT in the condition you sent it.   The money is only on hold....it has not been refunded to the buyer until you confirm the receipt of the item.

[amber-eyed-girl]

If you cannot get it resolved with Paypal, if the neg has any abuse or mentions Paypal, you can request eBay to remove it.

If they won't (if it does not breach policy), then leaving a polite, unemotional and factual follow-up comment can help neutralise a neg for future buyers.

I have bought from sellers with the odd neg and an otherwise great record, if I can see an explanation that makes sense 🙂

[lyndal1838]

Not much chance of ebay removing it Amber....it is very unemotional and just states facts.

I think the buyer knows the rules of feedback.

[springyzone]

I think it is tricky, because there is nothing to say the buyer misused the item or broke it.

Sure, they probably went to use it, but for all we know, it may have only worked for 30 seconds or so and fizzed out. Happens.

The fact it has hairs in it does not mean it was badly treated as it is, after all, a hair grooming kit.

Admittedly, if I were the buyer and claiming it did not work, I would definitely clean it before posting back, just to stop this sort of wrangle and doubt. Plus it should be returned in clean condition.

With a second hand item on ebay there is no real guarantee or warranty, this is a risk buyers take, but I would say this buyer wasn't prepared to put up with limited use.

That is why I say it is tricky, because I think a lot of buyers expect anything electrical or mechanical to work and keep on working and won't accept an early breakdown. I have seen other posters on here complaining about cheap torches breaking down after 3 months.

I accept you were genuine and sold something that was working when it left your house, but for all you know, if it got a bit of a knock in the post that could have put it out of whack or it may have just been ready to go.

I think you are probably going to have to suck it up (although i hate that term) as a loss because it is not working, and the buyer did return it, but for sure, report it as not returned in original condition and see how you go. I would love to know how you get on. Good luck.

[k1ooo-slr-sales]

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@lyndal1838 wrote:

Not much chance of ebay removing it Amber....it is very unemotional and just states facts.

I think the buyer knows the rules of feedback.

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additionally, not much chance of the buyer being receptive to a feedback revision request from the seller considering the followup left by the seller.

Sellers should never leave followup feedback soon after receiving bad feedback, wait at least a week and use that time to try to get a resolution that the buyer is happy with so that they will consider revising the bad feedback.  Only then should a seller leave a followup comment . . . . . but should also remember that the followup comment remains on your feedback and not theirs, so be very careful what you leave as some buyers will be put off by followup if it shows how the seller responds when there is a problem with a transaction.