Buyer Indicates Damage/Malfunction - Which is likely User Error or Inflicted Damage | Ask a Mentor

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Buyer Indicates Damage/Malfunction - Which is likely User Error or Inflicted Damage

Somewhat new to Ebay as a seller (long time buyer)

Recently sold a DSLR lens to a buyer. This lens was in pristine condition and was well documented via images. The buyer, at day 13 of receipt of lens, indicates it creates non-photographable dark image, provides a photo of the rear of the camera's dark LCD and files for return via damage reasons. As someone that has well over 20 years of professional camera experience (including babying this lens) I can easily see the buyer's settings are incorrect on the back of the camera. I try to assist by encouraging to use different settings, but the buyer indicates it's dark regardless. Buyer said it worked for 5 minutes and then it went dark. Buyer indicates there was an error message on the camera, so I further ask for them to share a photo or video of the camera+lens+error. Now as a seasoned professional, I'm scratching my head, because this is bizarre. I've never experienced a lens "malfunctioning" that would create a dark image. Sure I understand soft focus or auto focus doesn't work. But a dark image is bizarre. The only thing that comes to mind are aperture blades are stuck at F-22 via a user dropping a lens or User/Camera fault. All of my photos of the lens clearly show the lens blade retracted - so it would never be dark. Unfortunately I did not document a video of the lens in operation so I can't really show aperture functioning normally.

I'm still waiting on the return. Ebay has frozen price of the lens, price of shipping, and eBay's 14% fee on future sales.

1. This seems like User error?

2. This could be a scam - someone using the lens, returning it, basically getting a month free rental

3. User dropped lens and blames me for sending a malfunctioning lens

What options do I have here? Am I overthinking this? Am I on the hook for eBay's fee and return shipping costs? Should I report the buyer before getting the return?

Thanks

ridelamar1

175 View listings

Posted 1 year ago·Last reply 1 year ago

5 comments

lady_madonna

Mentor1 year ago

*Volunteer Ebay Mentor*1039 View listings

@ridelamar1

If the buyer filed a Return Request with a valid reason per Ebay's Money Back Guarantee, you will be required to approve the return, provide a prepaid return shipping label and refund when the returned item is delivered.

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

ridelamar1

OP1 year ago

175 View listings

Hey Lady_madonna, thanks for the reply unfortunately that doesnâ€™t answer my questions.

lady_madonna

Mentor1 year ago

*Volunteer Ebay Mentor*1039 View listings

@ridelamar1 wrote:
Hey Lady_madonna, thanks for the reply unfortunately that doesnâ€™t answer my questions.

@ridelamar1

Your questions were: "What options do I have here? Am I overthinking this? Am I on the hook for eBay's fee and return shipping costs? Should I report the buyer before getting the return?"

I responded with an accurate answer. Please clarify what other information you need.

ridelamar1

OP1 year ago

175 View listings

Dear Lady_Madonna,

Thank you for your response and for sharing the link to eBayâ€™s article.

Iâ€™m still unclear on a few points in eBayâ€™s guidance for sellers, as the article leaves some questions unanswered:

The article mentions that sellers "you may qualify to deduct an amount from the buyer's refund. " but doesnâ€™t clarify what qualifies me the seller for this deduction. This is particularly confusing in my case, where the buyer claims the item is nonfunctioning and requested a return. The buyer used the item for two weeks before reporting the issues, so Iâ€™m unsure how qualification works in this scenario. Ebay already accepting the return.
The article doesnâ€™t address whether sellers are reimbursed for eBayâ€™s 14% fees or shipping fees when processing a return that could be faulty. Is this something eBay covers?
eBayâ€™s policy allows a deduction of up to 50% of the refund amount. What happens if the itemâ€™s damage exceeds 50% of its value? How can sellers handle cases where the loss is greater?

I've been reading another thread about sellers being manipulated by buyers and eBay's liberal return policy. Perhaps this is dated from 2020. But it seems like the buyer has an advantage over the seller.

https://community.ebay.com/t5/Selling/Buyer-damaged-item-on-purpose-and-going-to-return-this-to-me-any/td-p/31303650

Iâ€™d appreciate any further insights you can provide!

disneyshopper

Mentor1 year ago

8643 View listings

@lady_madonna replied with an accurate reply as to what needs to be done. That would have been my exact reply as well. Accept the return, pay for a return shipping label, and when you get the item back, you have 2 days to refund the buyer.