Buyer recieved damaged item

[t3ch4u]

Hello,

I sell part time and have come into an issue I haven't yet encountered.

I don't accept returns on anything I sell.

But I recently sold an electronic device, the buyer just received it and is stating that they received it damaged. I know for a fact that I did not sell it nor ship it damaged so it had to have been damaged in shipping. The buyer stated that the packaging was good and in a big box so they doubt it happened during shipping but I know it had to have been.

I haven't yet responded to them but they are asking if I have a replacement unit. Which I do not have.

The buyer is also an established seller of electronic devices so they may have been down this road before and is more experienced.

Wondering what my options are here and if anyone has any advice?

Thanks.

[donsdetour]

If they opened a case, your choices are

1: return for refund.

2: refund with out return.

EBay will do such for you with 2 if you do not act.

Good luck

[bonjourami]

Not any options, theres no such thing as no returns for a snad item. Furnish a return label if you want the item back, and refund after return. If you dont, you will receive a defect, and Ebay will refund the item, without the buyer having to return it.

[caldreamer]

EBAY Money Back Guarantee (supersedes your "no returns" policy) and allows customer to return items by claiming "not as described, defective, damaged, counterfeit" (you are forced to refund purchase price) plus shipping BOTH ways.    Customers are never required to prove their claim.   EBAY believes customer is always right.

[femmefan1946 · Accepted solution]

Even if you have a No Returns policy, you cannot have a No Refunds policy.

And you know as well as any that electronics are fussy and fragile.

Tell the buyer to return the item for a refund.

You may have to pay for the return.

If he returns it and it doesn't work, refund him.

If he returns it and it does work, refund him, block him,  relist it and resell it.

If he doesn't return it, don't refund him.

If you refuse to refund, eBay will refund him, charge the refund to your MP account, and hit you with a Defect.

This is business, not personal.

[donsdetour]

Just to be VERY VERY clear:

NO RETURNS does not equal NO REFUNDS.

[justafemster]

You have ebay provide a prepaid label (which you'll pay for) and have the customer return the item, then you refund.  

You refund the item without requiring a return.

Or you do nothing, ebay steps in, buyer gets refund and you receive a deficit.  

Every single scenario gives the buyer a refund.  

[t3ch4u]

I understand that a refund will have to be issued regardless.

Any advice on how to approach the damage caused to the item itself?

I guess that a claim or something would have to be made through FedEx?

Also, say the buyer returns the item, what if they sent me the wrong item back?

I still have the serial number for the original item sold but just wondering what I'd do if they didn't send the item back but another item similar.

Thanks.

[bonjourami]

You could always appeal if you dont get your item back, for whatever good that will do.

[soh.maryl]

If you truly believe that you can choose to not accept returns, then you need to stop whatever you're doing and read eBay's Money Back Guarantee for buyers.  

[kensgiftshop]

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@t3ch4u wrote:

I understand that a refund will have to be issued regardless.

Any advice on how to approach the damage caused to the item itself?

I guess that a claim or something would have to be made through FedEx?

Also, say the buyer returns the item, what if they sent me the wrong item back?

I still have the serial number for the original item sold but just wondering what I'd do if they didn't send the item back but another item similar.

Thanks.

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If they were to send back a different item, refund the buyer, then appeal the case.

File mail fraud and a police report, then use those reports in the appeal.

[femmefan1946]

It's more likely that the customer has no idea how to use/install the device. With luck, he did not damage it in his hamfisted attempts.

Most people are honest.

That being said, an embarrassed buyer faced with what he feels is an accusatory seller may decide to make sure that the returned item is inoperable. And most householders own a hammer.

Be polite.

[downunder-61]

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@t3ch4u wrote:

I understand that a refund will have to be issued regardless.

Any advice on how to approach the damage caused to the item itself?

I guess that a claim or something would have to be made through FedEx?

Also, say the buyer returns the item, what if they sent me the wrong item back?

I still have the serial number for the original item sold but just wondering what I'd do if they didn't send the item back but another item similar.

Thanks.

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If that happens you come back here for advice - don't borrow trouble