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Buyer tried to install commercial machine and said it is not working
Summary: goingaboveandbeyond is facing a dilemma with a buyer who improperly installed an $8000 machine and wants to return it, claiming it doesn't work. The installation was done without professional guidance, using incorrect specifications. comics-scifi-collectibles explained that even if the no-return policy was stated, eBay's Money Back Guarantee would still require accepting the return. They advised offering free return shipping for added protection and reducing the refund if the item value is compromised, suggesting the possibility of an appeal afterwards.
What do you do if a buyer does not take the precautions and proper practices installing a machine and now wants to return it saying it doesn't work. The buyer ignored the warnings that it needs a professional coffee machine installer. Despite being a licensed electrician, she admitted she knew nothing about installing this specific equipment, lacked the technical manual, was 'guessing to a point,' and was relying on ChatGPT for guidance. She independently wired and applied US 240V/60Hz power to a European-spec 50Hz asset without verifying manufacturer tolerances and who knows if she made sure everything was seated properly after shipment. It is an $8000 machine. I have spent over $200 getting the machine to her and now i have to spend an additional $100 to get it back? And at the end get nothing but a supposing not working machine. What can i do?
comics-scifi-collectibles
Mentor1 week ago@goingaboveandbeyond Sorry for the delay in responding, life has been busy.
I understand that this is frustrating.
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 no returns policy. No returns does not mean no refunds.
If you do not accept the return willingly then the buyer can ask eBay to step in and force 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=
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
After you receive the item back you can try and appeal the case.
goingaboveandbeyond
OP6 days agoThank you for your response and your advice. I understand now the process.