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Returns - "not as described" vs "remorse"?
I am the seller of a nearly 50 year old stereo receiver with a "no returns" policy. The buyer has filed with ebay a return and refund request for the reason of the item not being as described. I contend that it is a remorse return. I would like the opinion of ebay users who have more than my very limited experience.
The details - The listing described the unit simply as "working" with no further details. Prior to the sale being consummated, the buyer emailed me a question asking whether a particular meter was functional. I responded that I could not confirm with certainty whether the meter was functional or not. Despite full knowledge that the meter might not function, the buyer proceeded to make the purchase. Having received the unit, buyer asserts that the meter does not function. I suggested that if the unit was not acceptable as is, the buyer should resell it and I would refund the difference. Buyer did not have the courtesy of responding to that and instead filed the formal return request through ebay's money back guarantee.
I have two arguments for why this should be categorized as a remorse return. Foremost, regardless of the listing (which made no mention of the meter), buyer was fully informed prior to the purchase that the meter might not work. If the meter was critical to the buyer, the buyer should not have proceeded with the purchase (considering my no return policy) and now is remorseful for taking a chance that didn't pan out. Secondarily, the meter is for information only and it's failure to operate does not prevent the use of the receiver for it's intended purpose, i.e. listening to radio, albums, etc. Therefore, the listing description of "working" is accurate in my opinion. To say that the receiver is not working because of a problem with this meter is like saying a car doesn't work because there's a problem with it's radio. A big stretch, especially for something so old.
What does anyone else think about this situation?
Thanks in advance for any input.
tenbigdogs
Mentor2 years agoHI @rodyoly A seller is expected to know what they're selling. eBay discontinued mystery sales years ago. As you've found out the hard way, it's not good enough for a seller to say I don't know. A no returns policy does not mean the buyer cannot return. eBay interprets it to mean the seller does not want the item back. If you fight a not as described return, eBay will refund the buyer from your funds and let them keep the item. If a seller wants it back, they must send the buyer a pre-paid return shipping label. The labels are actually not paid for until used, and often after complaining, the buyer never gets around to packing up the item and actually taking it to the post office within the time limit. So you have that chance left. If you're not proficient in a category and don't want to take the time to become proficient, leave it on the shelf for the next picker. Good luck!
rodyoly
OP2 years agoThank you for your fast and informative reply, although I'm not sure what you mean at the end by "leave it on the shelf for the next picker". I'm just an old guy getting ready to move to a new city and trying to do the right thing for the planet by not putting stuff in the landfill that I don't want to take with me but that someone else might like to have. I infer from your remarks that ebay is no longer for people like me; just for full time pros running a business. Too bad. I will easily avoid this situation in the future by never, ever using ebay again. Ebay is supposed to be an intermediary, yet it seems that one of the parties (me) is not allowed to even express a point of view, let alone have it actually considered. And no one will convince me that the buyer acted ethically in completing the purchase knowing what she knew from my supplementary email. Anyway, I'm rambling and could easily go on; but you don't really care. Thanks again for your response and for letting me vent. Have a great Thanksgiving!
tenbigdogs
Mentor2 years agoHi @rodyoly Since you didn't know about your item, it was a guess that you picked it off a thrift store shelf. If it was your personal item, why couldn't you just plug it in and see if the meter worked? eBay has millions of casual sellers who flourish. We wish you well.
gosimus
Mentor2 years ago@rodyoly
< like saying a car doesn't work because there's a problem with it's radio >
If you're talking about one of the VU meters, I would have said speedometer instead of radio.
kensgiftshop
·2 years agoYou said it was working, which means everything should work.
If part of it isn't working, it is not as described.
If you want it returned before you refund, you'll have to accept the return and provide a shipping label.
twinkling.smile
·2 years ago@rodyoly
First, did you list the item as "for parts or not working" ?
You have to accept the return and send a free return label. That is what eBay wants you to do and will force you to do when the buyer asks eBay to step in.
You also will receive a nasty defect if you don't accept the return.
https://www.ebay.com/help/selling/managing-returns-refunds/handling-return-requests?id=4115
Accept within 3 business days.
I'm sorry if this is difficult to accept.