How to deal with unreasonable returning request

[tvn9525]

Hi
A month ago, I sold my old phone on eBay. My phone is missing a mesh grill and i wrote that in the description part. My phone also has a dents, I forget to tell this in the description but I took a picture of the phone and the dents can ve seen clearly. The problem is the buyer, who only picked up the package 24 days later, now saying that my description is not clear and he wants to return. Although I politely tell him that I will accept his return but he started to demand me to pay for the return shipping. What should I do now? Can I refuse his return request?

[mikal3141]

My opinion, he wants to return it, he pays for it. did you have that option clicked off, buyer pays return shipping?

[reallynicestamps]

A month ago, I sold my old phone...the buyer, who only picked up the package 24 days later, 

The buyer has 30 days from delivery to open a Dispute on eBay.

But he also has 180 days to open a Dispute on Paypal.

(He's also covered by his credit card if he used it either directly or through PP, but let's leave that.)

You are willing to give a refund but not to pay return shipping.

Was the shipment tracked?

If so, he can still use eBay's Money Back Guarantee.  And if he chooses Not As Described, you pay return shipping.

BUT

If the 30 days has elapsed, and he disputes on Paypal, he will be required to pay for return shipping, not you.

I forget to tell this in the description but I took a picture

Not good enough. He'll win the NAD.

Send the shipping label.

If he is in the USA, you can send a USPS shipping label through Shippo, even if you didn't buy your original label through them.

If he does not use the label within 30 days, you will be refunded your purchase cost. At least, so Shippo tells us.

the buyer, who only picked up the package

Do you mean from the Post Office, or was this a cash on pickup situation?

Because in pickups, he could check out the phone before paying, which makes the Not As Described questionable.

[rosscd57]

Here is the easy answer.

Buyer has not started a case.

Do nothing until he does - that includes messages

If he opens a case and states "not as described" you have no choice take the return pay the shipping

If he opens a case and states: "did not like it" and you accept returns he ships at his expense. If you do not take returns buyer is out of luck unless you accept the return.

[momcqueen]

If the item is Not as Described, you cannot refuse the return request. You will be required also to pay return postage. In case of damage or wear-and-tear with Used goods, ebay is highly unlikely to side with a seller on allegations by the buyer of undisclosed damage.

Wait until your buyer opens a Return case. Accept it, send a return postage label with tracking, refund when it's delivered  and relist your item with full disclosure. 

Or offer the buyer a partial refund once they open their case.

But make the case be opened. This is how ebay tracks excessive use of the MoneyBack Guarantee by buyers. 

[femmefan1946]

@rosscd57

Exactly.

But the date of delivery is important in an eBay dispute.

The buyer has only 30 days from delivery.

Which is in question at the moment.

The buyer has a much longer window with Paypal, but PP insists that the buyer pay for the return, with tracking.