Buyer Says Item is Defective but Feedback Says Otherwise.
Hi everyone so I sold this instax mini 9 exactly 30 days ago the seller received the item no problem and left positive feedback stating the item works fine. Now today I received a message from the buyer asking to return the item saying they just tried it today and it didn't work. Something doesn't add up, I have a clear admittance from them the item works but yet they now claim it doesn't. I asked them if they put batteries in it and explained to them of the situation currently awaiting a response. What should I do here.
12 comments
lazray
·3 years agoIt sounds like they could have you mixed up with another seller and item. I would ask and be sure it was your sale they are talking about.
simba6
·3 years agoFeedback has no effect on a case. Some buyers leave it as soon as the package arrives before even opening it. Not that they should....
12345jamesstamps
·3 years agoBuyer only has 30 days to open for a refund from date of receiving it. Do nothing until they open for a refund. That includes sending emails back and forth about opening for a refund or anything.
In an email I would mention to buyer they left positive feedback "after" they open for a refund..and ask what is wrong with the item.
lakefor94
·3 years agoThe buyer has 30 days from the delivery date to file a return. If you are waiting for a message response, then just wait.
If a return case has been filed with eBay, then you have to take action. Was a return case filed? If so, what is the exact reason the buyer selected when filing the return?
Also, what was your return policy in that particular listing?
soh.maryl
·3 years agoThe seller's return policy doesn't make much difference if that buyer opens an "item not as described" case, which it seems might happen.
doe9de5
OP3 years agoBecause they admitted it worked in there feedback I could use that against them if they try to return it, as they have not started a proper return case yet. The listing included film which if used can not be returned aswell.
lakefor94
·3 years agoWhat they say in feedback will mean nothing if they open a Item Not As Described type return case. The fact that they have used the film will not matter as well. EBay will not look at any of that. The return system is automated.
If the buyer opens a Item Is Not As Described type return case, you have choices.
1. You can refund the buyer now and let the buyer keep the item. eBay refunds the final value fees on the sale to you, the seller.
2. Accept the return and make sure a prepaid return label is available in the return case. The buyer returns the item and then you refund in full. eBay refunds the final value fees on the sale to you, the seller.
Seller protection:
If you are a Top Rated Seller who offers 30-day or longer returns and the buyer returns something different, opened, used, etc. the seller can deduct up to 50% of the refund to recover the decreased value of the item.
3. Do nothing or allow eBay to handle the case. eBay will close the return, refund the buyer and allow the buyer to keep the item. You also receive a serious defect on your seller account for having eBay step in and refund, thus doing your job as a seller. And, eBay keeps the final value fees for the transaction.
Here is an eBay link with just about all you need to know.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
house*of*paws
·3 years ago@doe9de5
I'm so sorry, but whatever the buyer said in feedback cannot be used to avoid having to issue a refund. MANY buyers leave feedback for the wrong person/item ... or before they even receive the item or test it out fully. eBay will NEVER find for the seller simply because of the feedback the buyer left. Don't count on the feedback helping you out if the buyer files an official return request.
doe9de5
OP3 years agoI'm not trying to sound sore because someone wants a refund, I just feel the buyer may be up to something and I'm trying to make sure I have myself covered, to avoid an issue in the future.
soh.maryl
·3 years agoPretty sure we all understand your goal here. Our point is that, if that buyer opens an item not as described case, eBay will require you to send a prepaid return label and to refund in full once the item is back with you. It doesn't really matter to eBay whether or not you feel the buyer may be up to something. There is no way to "avoid an issue in the future". Have you read eBay's Money Back Guarantee for buyers?
mtgraves7984
·3 years ago@doe9de5
If nothing else, remember how this plays out in the future... you don't have to refund until your item is returned.
doe9de5
OP3 years agoNo a return case hasn't been made yet. Trouble is the listing included film with the camera so the customer if they actually tried it may have used the film which I can not get back if returned.