Short version: I sold a imperfect condition keyboard which didn't fare well in transit, and the buyer didn't want it. The buyer wanted a quick resolution, but I needed evidence and time to deal with the courier (Parcelforce) if necessary. Consequently, I (follishly?) issued a full refund and extra postage BEFORE the keyboard was returned. Two and half weeks later, I still have no keyboard. The buyer is a very poor communicator, ignoring most correspondence and not answering everything asked.
What can I do, if anything, to get it back?
Long version:
I auctioned a faulty keyboard on 1st September. Its faults were well-described and it was categorised as "for parts or not working".
The bidding went much higher than I expected, although the item is a collectors' item which was most likely fixable. I contacted the high bidder to check they were aware of the condition, but they didn't reply.
The auction ended, I sent an invoice. No reply for a couple of days, despite a reminder. Then the PayPal came through. I shipped the keyboard.
When it arrived, the buyer became vocal and complained that it had loose stuff inside and gritty controls, and wanted a refund. The metal corrosion was mentioned in the description, and I guessed some had come loose in transit and was causing trouble. Although I had stated "no refunds", this was an unforseen problem, and I agreed to a return/refund. But first, I wanted evidence of mishandling, in case I had to deal with Parcelforce. So I was sent a video which indeed sound like small bits of rust had come loose, with no external damage.
The buyer was getting shirty, and wanted a quick resolution, so I refunded the full amount through PayPal, and also sent an additional payment to cover return postage via Parcelforce.
That was 7th September. I haven't got it back yet. I have remained outwardly calm, helpful, informative and polite throughout, with reminders every few days. I had a reply saying they could only post next Saturday, another saying it would have to wait another week, another saying it was posted, but no tracking reference and no delivery. Inwardly, this is doing my head in, and I've held my tongue many times.
Is there anything I can do to get a decent resolution? Can I use ebay and/or PayPal to expedite the return?
