Having a major problem with an Irate buyer

Steve, have you asked the buyer to send photos of the part? Not sure why he wants to return, but if it's a new part that is faulty then ask them to return it to you so you can investigate. Remind them that you only sell brand new parts. The usual process is to return a part, seller investigates and if found to be faulty or damaged when the buyer received it, then has the option to repair, replace or refund. The buyer can only specify a refund if the part is not as described or if repairs or replacements have failed to rectify the problem.

Maybe point the buyer to your store warranty page that gives detail on your return policy and your 100% feedback rating.

Consumer NZ also has a good page.

​​Refund, replacement, repair | Consumer Protection

HI Steve. If you are wanting help directly from Trade Me it's best to contact them on Live Chat. They don't always read/respond to posts on here.

For the comments below I will assume you are an "in-trade" seller

If the buyer has an issue with their item they have to send it back to you first. You then inspect the item and decide if you want to repair, replace, or refund. This is enshrined in law under the Consumer Guarantees Act. A buyer can't demand a refund for example if you would rather repair or replace the item that has a problem. That is YOUR choice, not theirs.

Sometimes you might prefer to replace or refund without getting the item back if the buyer provides photos or an understandable description of the problem. This is generally for lower value items where the costs to return it wouldn't be worth getting it sent back.

Hi folks,  Is anyone else experiencing parcel collections by Aramex when booking a courier through Trade Me?