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Seller Protection?
Summary: cine2325-vmjbt5pxeb expressed frustration over a return dispute regarding a Samsung Galaxy Fold 8 sold on eBay. The customer claimed the phone's screen did not rotate, despite being advised to contact Samsung for warranty issues. eBay sided with the customer, prompting cine2325-vmjbt5pxeb to worry about receiving a used phone in uncertain condition. Other participants provided advice on reporting buyer abuse and understanding eBay's Money Back Guarantee. cine2325-vmjbt5pxeb is concerned about financial loss and seeks guidance on handling returns and protecting themselves.
I sold a brand new unopened Samsung Galaxy Fold 8 to a customer who filed a return indicating the phone screen does not rotate. I told him to contact Samsung as it is under their warranty. Ebay told me they would side with me on the case and I would get the money after a review takes place. I now get email that they sided with the customer and he will be sending it back to me. Now I will be getting a used phone returned to me and do not know what condition it will be in upon it's return. I am having difficulty speaking with a live agent to file an appeal. I cannot believe they sided with the customer and screwing me. What recourse do I have? How do you speak with a live agent? Thanks.
cine2325-vmjbt5pxeb
OP1 month agoThank you all for your help, I appreciate your time and feedback. I should have posted here before I went ahead and posted the phone. That is on me. If you can't afford to absorb the loss or depreciation of an item, don't sell it on Ebay. The cards are stacked against (naive )peasant sellers like me. There is a caste system everywhere you turn. The only thing positive that came out of this for me is the feedback you folks provided. Ciao!
cine2325-vmjbt5pxeb
OP1 month agoThank you all for your feedback. The buyer filed a dispute with his credit card company and Ebay sent him the return label for my acceptance. Since this is new to me, I will follow the suggestion to use the Report Buyer link after it arrives, but would appreciate and concrete steps I should cover in the inspection of the phone. I will check to see if his claim that the screen does not rotate. If his claims are unsubstantiated, I now have a open box phone that has substantially depreciated in value and hopefully there are no cosmetic issues. I suspect I will be screwed by the customer and Ebay. I will never sell an item of significant value on Ebay again, now in damage control mode. Please advise. Thanks.
eburtonlab
Mentor1 month ago@cine2325-vmjbt5pxeb
I told him to contact Samsung as it is under their warranty.
Unless you are an authorized agent of Samsung, most manufacturer warranties are not transferable via a third-party sale.
In any event, once the buyer opens a "not as described" return on eBay, you must be prepared refund the buyer yourself if the buyer is willing to return the item at your expense.
comics-scifi-collectibles
Mentor1 month ago@cine2325-vmjbt5pxeb I understand that this is frustrating. Agents unfortunately often say what a member wants to hear to get a good rating. Agents can't change the site rules though.
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 is only for buyers remorse refund requests such as doesn't fit, changed mind, etc.
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. You do need to wait until you have the item back. > https://www.ebay.com/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369&st=
mr_lincoln
Mentor1 month ago · EditedHi @cine2325-vmjbt5pxeb
-First, live agents will not reverse what is covered by the eBay Money Back Guarantee that protects Buyers, whether the Buyers are being honest or not. Trying to speak with them now is premature anyway. Until you get something back you have nothing to talk about.
-You may or may not be able to use some of the eBay Seller protections as described on this help page: Seller protections | eBay
IMPORTANT NOTE: Regardless of what happens the first thing you do is use the Report Buyer link on the Sold item once you get the item back. If they have abused the return process let eBay know that. If they opened a new sealed item they have basically changed its condition.