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Buyer saying item is faulty. Ask them to open a case or just refund?
 

Hi.

Buyer has just emailed me saying the item I sold them was faulty. First one I've had saying this. This sort of item once used cannot be returned etc so returning item is out of questuon .

Now will refund him but do I ask to open a case or just refund him. He has not opened a case yet

Thanks

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Just go into PayPal and refund him

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

If you don't want the item back and are happy to refund, then refund asap.

firstly, open a cancel transactiin case on ebay, select 'other' as the reason. Then find the transaction in paypal and refund.

Its only worth asking a customer to open a case when they claim item not received. This sometimes weeds out the scammers who are relctant to open cases.

For snads and other returns you dont want a case open.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

This can cause defects. So is not good advice.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

I have a simple criteria for items below $40...

Refund, block and move on.

If you suspect you are being scammed and can afford the defect (case), then I would consider having them on record with eBay.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Thanks. Does seem fishy as was asking questions before buying about it. Now first one had saying faulty after applying it.

Will do as suggested above (other,refund)

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Good move, ccjay.

Dont forget to block.

As a rule if buyers are asking questions before they buy. I will block them. They are always the trouble customers!

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Thanks.

Do you reply to the question or refund first then do it.

I assume by doing the above they cannot open a case against you. But can neg you.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

They can neg you if they wish. But you have done everything possible to avoid it so I wouldn't fret about it.

I'd send the refund, then send themca nice message apologising and explaining you have fully refuhded them.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Cannot find the link at all

Searched ebay and found this

Cancel a transaction

When you need to cancel a transaction, it's good practice to first contact your buyer to let the buyer know you're canceling the transaction and why.

You can cancel a transaction:
Up to 30 days after the sale.
Even if your buyer has already paid for the item or requests to cancel it.
You won't be able to cancel a transaction if:
You've posted the item.
The buyer has already opened a request because they didn't receive the item.
You have already opened an unpaid item case.


I have already marked it as shipped. Been around 12 days since item was sent.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

You can cancel, the buyer needs to agree though. Most don't but after 7 days you can close the case and get your fees returned anyway.

On the ebay homepage, click on the resolution centre on the top right. follow the instructions that apply to you.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Hi JS,

I found the resolution center part but cannot find the cancelling by mutual consent link.

They only option there is for an unpaid case.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Under resolution centre there should be an array of options to choose from. Deal with something a buyer has done...or a seller etc.. you just need to follow the steps through till you come across cancel transaction.

From selling history you can click the transaction and cancel directly from a drop down list (if using selling manager) - but you need to first refund the buyer for the option to prop up

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

You are right. The option has gone! I only did one a few days ago too.

Yesterday I received an email about returns all going through the returns section of my ebay. Ill need to look in to it when I get to my pc later.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Try using the selling manager method perhaps? Worked last time I tried (a few days ago).

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

I have seller manager (not pro). The only option is paid not paid tried putting in item number and says all buyers paid.

So if you refund them, maybe that option will appear?

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Yes in my previous message I said you have to refund that specific buyer first. A few seconds later it should show that transaction has not been paid (refresh page).

Then click dropdown menu next to the transaction on the right, cancel transaction, choose reason, submit, done.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Also you dont need pro to do this. It should work so long as they havnt changed it.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Refunded the buyer, as time was getting on and did not want to look like was ignoring them. Blocked too. Buyer has not moved from the paid section to the unpaid section and still no option to cancel it. I have cancelled many auctions and always managed to find mutual etc. Looks like it has been changed.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Its right in front of your eyes LOL

Open unpaid item case

Follow steps and it will send buyer request to cancel transaction.

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

Hi,

I tried that but would not let me do anything, when selected the item just said

1 Unpaid Item case reminder could not be sent.

Something has changed for sure.

Thanks for the help so far

Re: Buyer saying item is faulty. Ask them to open a case or just refund?
 

I usually get that error if I select the wrong option.

There should be two options, one option is to open case if item is unpaid, dont do that because you always get error since ebay cross checks to see if payment was initially sent.

The second option is to cancel transaction which is the one that worked for me (last try was a week ago).

If that second option is not working for you, then let me know because in which case it would mean they have changed it.

Keep in mind the new returns procedure has not taken affect for everyone just yet, it will be release progressively, so I dont see why they would disable this option now...