Dispute over product shipped to the European Union and compensation as seller | Questions and answers among users

sebasguz18 · 2025-07-09T15:21:08.074000Z

Hi everyone, I sold a product in Bulgaria with tracked shipping via BRT (Speedy in Bulgaria) done through eBay shipping automatically connected to eBay.After opening the package, the buyer tells me that I sent him a defective product and that I already knew from the start that it was defective, and he starts asking me for 50 euros to have it repaired.After I explain to him that without photos or anything else I can’t do much to help him, he starts saying that he went to a nearby shop and they asked him 20 euros for a repair, and he sent me a video, which I’m not sure I can post here because of the rules (he uploaded it to a famous video platform). More info- the product is new (tripod), I don’t know much about it (in fact I told the buyer that I had only opened the box to take the photos but had never used or assembled it), but it has a Manfrotto warranty as an Italian company, I contacted Manfrotto support, but they are not replying to me at the moment.- I have a video of how I shipped and packed the package, in my opinion excellent. The only video the buyer showed me, instead, as an explanation is a video where the package is already open, and he films the tripod and, after forcibly taking it apart, a piece of the tripod snaps off. - In my listing I put Returns not accepted.- shipping was insured for 100 euros, the value of the product. Shipping cost 20 euros, which I added as an extra payment for the buyer (he paid 120 in total) Now I have some doubts:- honestly I would like to avoid the dispute, but the way I was treated by the user didn’t exactly make me happy, calling me a seller who already knew he had a broken part and asking for money right away without providing proof, just making accusations.- if it came to a dispute with eBay, what should I show and prove?- if I won, what would happen? If he won, what would happen? Would he have to send it back at his expense or at my expense? Would he have to return the product to me officially, or could he keep it? - if I wanted to pay the 20 euros to close it immediately as the buyer asked, before or after a dispute, how can I do it to make sure he then doesn’t open a dispute and try to take more money from me? Where do these payments for a “private settlement” happen? Is there a specific form with eBay and PayPal?I don’t know if I can add the private chat with the buyer to explain better what he wrote to me about the requested 20/50 euros, I’m asking you if you have any advice

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Dispute over product shipped to the European Union and compensation as seller | Questions and answers among users | eBay Italy