Problem with buyer 1 month after sale!

ifti · 05-10-2009, 09:42 AM

Hi all
I need some advice.

I sold a Digital SLR Camera via eBay 1 month ago - clearly stated as used, but in excellent condition.

On my auction page I stated the item would be sent via Special delivery within 3 business days - and the eBay page stated the buyer would receive the item in 4 business days.

The item was sold and send within the time period promised. Since a weekend fell in between, the buyer stated the item wasnt sent quick enough etc - which led to a negative feedback.

Now, 1 month on, the buyer has opened a PayPal dispute saying the item is not as described. She states that the screen has an error and is being looked at by a repairer. If the cost of repair is not reasonable, she wants a full refund.

As far as I know, the screen was working perfectly fine when the item was sent, and which is why she didnt complain about this until a month after getting the item!

What should I do?? Offer a full refund, or offer to cover the repair etc, or dispute it saying the item was fine when it was sent to the buyer??

Thanks

**Discount Etail** · 05-10-2009, 09:50 AM

Was the item sold via an auction or buy it now?

**greedyboy** · 05-10-2009, 09:52 AM

As it's second hand you can wither offer compensation as a gesture of goodwill or nothing at all. However you will lose a PayPal cliam. Harsh but that is ebay!

ifti · 05-10-2009, 10:21 AM

It was sold via a Best offer - but listed as Buy It Now.

Since its going through PayPal, I guess I have limited options.......

I already have a negative from her, so am not too concerned with goodwill gestures.

I have contacted her asking when the repair centre will get back to her......

**Discount Etail** · 05-10-2009, 10:23 AM

Surely complaining a month after they received the item is proof enough that it was fine when it was delivered?

**HeadBangingMerc** · 05-10-2009, 10:26 AM

Ask the woman who the repair centre is, and contact them direct. Otherwise she could say it will cost £xxx to repair, where really, its just a £20 job.

If she won't give you their details, I would be very suspicious

ifti · 05-10-2009, 10:57 AM

Yes, I will be asking for a receipt etc from the repair centre.
If the cost is reasonable I guess I will have to either cover it, or I will have to provide a refund......

Do you think there is any point of contacting PayPal via phone to speak to them?
I do feel its a little unreasonable that a month after the item is sold, the buyer does this. How do I know how the camera has been handled etc??

PrizedJewel · 05-10-2009, 11:17 AM

Phone paypal.
I have had a sitatuon like this.
Clearly stated used,
Buyer did the same thing.
Paypal did nothing about it since the complaint was so long after.
Alan

**HeadBangingMerc** · 05-10-2009, 11:24 AM

I have read about simular on other forums, but this was for personal sellers, who then had a PayPal claim, after a long time.

They took PayPal to court (Small Claims), after PayPal awarded to the buyer. PayPal paid up before going to court. About 40% of people who done this, then had there PayPal account closed. This is now going back to court, that since PayPal admitted fault by paying the Small Claims, the accounts shouldn't have been closed.

If Paypal do award the buyer, just go down the court route, if PayPal feel they can defend, they will. But they prob won't.

ifti · 05-10-2009, 11:51 AM

Thanks for your replies guys, much appreciated.

Ive just been on the phone to PayPal.
The lady told me that if I was sure we wouldnt reach a resolution, then I can escalate the dispute for PayPal to decide right now.

However, I think I will wait to see what the buyer responds with before I do that.

If the buyer goes ahead and pays for the repair, the dispute is void straight away.

If it goes on to PayPal and the buyer is issued a refund, the item is returned to me. If the item is not in the exact condition it was when it left me, I can contact PayPal and they will look into this for me - however, I would probably contact PayPal before the item is returned as it will obviously not be in the same condition as it was when it left!

From what I can see, it looks like the buyer will attempt to return the item to me for a full refund.
If this was a week or so after the sale, then fair enough - but a whole month later??