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Buyer Requests Return After Negligently Breaking Purchased Item
As the title states, I’ve gotten into a predicament where I’m having to deal with a buyer who, due to undisclosed user error on their part, broke the CPU he purchased from me only to claim that I intentionally sent him a broken/defective component.
By his own admission, he claims that he “noticed†that a row of connector pins on the CPU were bent *after* slotting it into its socket, locking it into place, unsuccessfully attempting to boot his PC (because he broke the chip lol), and then removing said chip to… inspect it for the first time. I know I didn’t send the buyer a defective product, but given the scenario he highlights in his claim, would that even matter at this point? All anyone could know for sure is that the pins weren’t noted as bent/broken until after the buyer had handled the item and gone through the process of installing and then uninstalling the chip. I understand this is rambling and basically useless exposition, but I just can’t wrap my head around the gall of this buyer.
Now, I approved the return because the eBay app didn’t provide an alternative that isn’t immediately beneficial to anyone but the buyer, but my concern is that I’m going to receive a broken CPU in the mail that I had to pay shipping for twice, and then lose the money I made from said item—and then LOSE the item itself. Is there any kind of safeguard for a situation like this, or am I locked into a position where all I can do is “confirm full refund†upon re-delivery?
mr_lincoln
Mentor2 years agoHi @bowlofanger
In addition to the replies from @disneyshopper and @jacbarcollectibles here is a link to your Seller protections. Depending on what you get back and what may apply to your account you may have options on how much to refund the Buyer to help cut your loss. You would Report the Buyer for abusing the return process and if they broke the item you might be able to refund up to 50% of the item cost and withhold their original paid shipping. Seller protections | eBay
bowlofanger
OP2 years agoI really appreciate all of your answers, and given the circumstances, I’m going to try my hand at a partial refund once I receive the CPU. Thank you so much for this link!
At the very least, I’m going to report this buyer for abusing the return process and lying about both the state of the product he purchased and my intent/reputation as a seller. Had this buyer simply reached out to me and told me he broke the CPU during installation, I would have amicably suggested a 50/50 split immediately.
Either way, I appreciate the comprehensive feedback from everyone who took the time to add to my thread. Thank you!
mr_lincoln
Mentor2 years agoYou are more than welcome @bowlofanger DEFINITELY Report the Buyer, that alerts eBay of an issue and helps support whatever decision you make with reducing the amount of refund you issue.
You can also add that Buyer to your Block list once you get the item back and before processing the refund. You do that on this page and make sure you check the boxes at the bottom of the page to apply to active and future listings. That way they cannot purchase from you again or communicate with you.
Buyer Management | eBay
jacbarcollectibles
Mentor2 years agoYou will have to refund in full. However, if they communicated to you through eBay messages then you can appeal the refund since the buyer said they broke the item. This may or may not work but it cannot but to try.
disneyshopper
Mentor2 years agoUnfortunately, any time a buyer files a Returns Request for an Item Not as Described, you as the seller will accept the return and pay return shipping if you want the item back. If you do not want the item back, you can click on the Refund link, and not require that the item be sent back.