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Buyer is Requesting Return of a New, Sealed Sonos Speaker
I know this has been talked about before, but I figure I would ask to get specific insight. I sold a brand new sealed sonos speaker that a buyer just now sent a return request, saying is defective (claims it does not connect to Bluetooth). I have a no return policy, and I understand that if the item is truly defective that they are protected and can return the item.
I didn't know how to respond so I messaged him and said that the speaker was brand new and sealed and that he should reach out to Sonos Support for assistance before continuing with the return process.
I'm quite skeptical that the speaker doesn't work, and I'm concerned about him returning a different device, or perhaps the same device that he is trying to return because of buyer's remorse.
Obviously I know that the response overwhelmingly receive will be "return it, it's the cost of doing business," but I was hoping to get some insight on other's experiences or perhaps possible solutions in the event he sends me a different device with the serial number not matching. Also what if he send me back the same device, in working condition and is only claiming it is defective.... The value is now dropped despite it working.
Any comments would be appreciated and I know I will just end up accepting the return in the end .... Thanks in advance
reb-lo
OP2 years agoI super appreciate all the responses. The buyer contacted me and told me that they solved the issue by contacting Sonos support- phew. They had honest issues and not trying to get one over on me (one of my biggest fears since I just started using eBay to sell and know that there little that can be done to protect sellers).
stuff4divas
Mentor2 years agothank u @reb-lo for getting back to us, too often posters don't follow up like u 😊
stuff4divas
Mentor2 years ago@reb-lo did your listing state it DID or did not connect to bluetooth?
or is the speaker bluetooth capable?
comics-scifi-collectibles
Mentor2 years ago@reb-lo No returns does not mean no refunds.
If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label.
The eBay Money Back Guarantee overrules your returns policy. Your return policy only applies if the buyer files a buyer's remorse return: Doesn't fit, changed mind, etc.
If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.
If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&query=Report%20an%20issue%20with%20a%20buyer&intent=report%20&context=9056_SELLER
Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns. The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.
Seller protection:
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Seller%20protections&intent=seller%20protection&context=DEFAULT_SELLER