Payment on hold. Buyer refuses to provide photo's of damage or send item back.

[pil63a]

Hi

A buyer is claiming that a item arrived to her damaged, the photographs in the listing show the item was in tact and it would be almost impossible for it to get broken during transit.

However she has opened a dispute and claims that it was broken in transit but she refuses to send any photographs of the damage or to sent the item back without me sending her the money to pay for postage.

paypal have put the amount the buyer paid on hold.

I feel that it is very unfair to expect me to just refund her without any proof of damage or her sending the item back.

Any advise welcome as she really is quite aggresive

[abifeatherstone]

open a case in ebay. it states in ebay that if a buyer returns an item it is done so at their own cost, if i were you i would try and find this page on ebay (think you can find it in the help centre) and sent the link to the buyer so she can see it herself. I purchased an item that wasnt as described and even though it was the sellers fault i still had to pay to return the item. if the buyer opens a case against you ebay will request that she posts it back to you at her own cost and then she can have a refund 

[abifeatherstone]

forgot to say that if she doesnt open a case withing 45 days of purchasing the item then she doesnt have a leg to stand on as ebay wont open a case after 45 days so maybe if you can drag it out without her opening a case then eventually she wont be able to do anything and you wont have to provide a refund 🙂

[PayPal_david]

Hi there pil63a,

It sounds to me that your buyer has already opened a dispute on this transaction. It could be possible that the item may have been damaged in transit even though they won't send you any pictures of the damaged item. If they have opened a case, you should provide as much information as possible when responding to the case so that all of the details can be taken into consideration when a final decision is being made.

I wouldn't advise that you provide them any funds towards returning the item to you as they are not working directly with you and haven't provided you with any pictures of the condition of the goods. If we ask your buyer to return the item to you, we would ask them to pay the return postage cost themselves and when we can see that you have received the goods back, we would then process a full refund on the original transaction.

You should also try contacting your postal company in order to determine if you can initiate a claim for the item arriving to the buyer in a damaged condition. If the item has been damaged in transit, you should be able to claim through your postal company for this.

I hope this helps,

David.