Buyer claims new device doesn't work- it was NIB. Now wants to return
I sold a brand new fitbit to someone who immediately started having tech support issues with it. I directed them to fitbit tech support. In addition to having opened the new box, their method of solving their first issue (opening it up) involved something that alters the quality of the device. Now they're telling me it's defective, only tracking some steps and not all. It was a brand new piece. To accept a return here means I get it back with an open box in compromised, now used condition, so I cannot resell in the same condition. This person will have the same use problems with any one they buy. Are my options really just to eat this because I sold to someone who doesn't know how to use the thing?
25 comments
redlinear
·1 year agoI'm sure I could make a quite lengthy list of the new items I've purchased. That didn't work
shop4animals
·1 year agoI had a very similar experience with a Fitbit. Someone else said it best, you can give a full refund and let them keep the fitbit or send them a return label and give a full refund when you get the item back. I choose the latter and when I got the fitbit back it was not the one I had sold. It was rusty on the inside and the one I had sold was new. That buyer just got a new fitbit for free and I could not sell the one they returned. I just don't usually sell electronics any more. This is a good thing to find out about ebay early in your selling experience. Not always, but usually, ebay will side with the buyer in a dispute like this.
inhawaii
·1 year agoYou handle this like any other INAD return ... accept the return.
ittybitnot
·1 year agoYou handle this like any other INAD return ... accept the return.
@inhawaii
One should not be in such a hurry. Actually, there are occasions when "treating it like any other INAD" return is unnecessary and not to your advantage.
See Message #19 and read the link. The OP in that thread could have avoided a lot of drama had he/she been aware that there was something else to consider first. Unfortunately, it does not appear that our OP has answered my query anyway.
crocodileave
OP1 year agoIt doesn't appear that the state in question is one related to what you're describing, and based on the extensive nature of the support exchanges, I feel doubtful they'd be investing in this extensive a back and forth.
ittybitnot
·1 year agoAre my options really just to eat this because I sold to someone who doesn't know how to use the thing?
@crocodileave
To what city/state did you ship this product?
meme6253
·1 year agoYep, that about sums it up.
chapeau-noir
·1 year ago?
ittybitnot
·1 year ago?
@chapeau-noir
Are you asking why I posed that question? I suppose because I wanted to know if this person sent this to a Freight Forwarder. If that was the case, there is a good chance they could get any "not as described" case dispensed with BEFORE they have to accept a return and provide a label.
As an example, in the recent thread linked below, the OP did ship to a forwarder, and not knowing DID send a return label. The issue proceded to "part two" of the scam scenario where the buyer plays the fake tracking/altered label return scam. Though maybe a long shot, just wanted to save this OP the drama.
https://community.ebay.com/t5/Selling/New-type-of-return-fraud-Bar-code-on-shipping-label-replaced/m-p/34980071#M2536479
chapeau-noir
·1 year ago@ittybitnot OK, thanks - that's what I thought - I just wasn't sure what would happen after that. Yeah, sending to a FF all bets are off as far as I know.
toysaver
·1 year ago"New unused in box- note crack in plastic box in photo. Does not affect item."
How can you be so sure whatever catastrophe caused the box to break did not also affect the item? That packaging had significant wear.
crocodileave
OP1 year agoIt's been in my closet and the box wasn't cracked in any way that involved force or anything like that. It was brand new, never used.
meme6253
·1 year agoThey had to open it to see if it works, like any one would do, unfortunately you do not manufacture fitbit so you can't perform customer service for them as far as walking them through the set-up of the device or even offer a replacement, you sold it here so you need to let them return it & at least you get the item back then maybe you can deal with the manufacturer warranty.
az93
·1 year agoI have had many fitbits. They can be a challenge to set up correctly. If it's tracking any steps it is probably not broken. But steps aren't acknowledged instantly. If she takes 10 steps and expects her count to go up by 10, it won't. Sadly just accept the return.
crocodileave
OP1 year agototally- and I have responded in the messages several times doing my best to help with issues along the way. i helped with the battery case, which worked, but now we're onto a new issue (which I also found in fitbit support posts and shared with them). it's just wild to be this intense about tech support to a second-hand seller. it's my closet cleanout, not best buy, but i know the platform doesn't make that distinction. i guess in this case they're using it on a treadmill, which has its own particulars. but the issue isn't because i sent a defective device, which is the claim. but... yeah.
kensgiftshop
·1 year agoEven if it isn't defective, once the buyer files an INAD, you don't have many options.
The options you do have isn't very good for the seller.
tobaccocardyahoo
·1 year agoWhen you sell an item as NIB you are not a second-hand seller. Even though you attempt to operate like one.
If you knew this was a problem to set up, you should never have chosen it to sell on Ebay.
Often, authorized sellers can return this open units to the manufacturer and receive a credit against their invoice or a new unit in return. They are not taking this risk of having second hand crap returned. Top ranked sellers have the option of lesser refunds but if this is an NAD refund they too might be in a box.
As a relatively new seller, you are going to make mistakes. This item is one of those mistakes.
All too many Ebay sellers who decide to dabble in selling NEW items when they are not authorized to sell them by the manufacturer wind up in trouble, and have negative effects on all Ebay sellers.
crocodileave
OP1 year agoFair enough. We'll see what happens. I am not in the practice of selling electronics, but I've been trying to pare down. It is clearly more trouble than it's worth here and no one is happy, not buyer or seller.
chapeau-noir
·1 year agoI went through this with a keyboard bundle. The buyer simply did not know how to set it up - it wasn't plug and play, and they didn't seem to understand the simple manual I sent with it. I tried to help but they became fixated on the packing (it was very securely packed - I've sold a couple of hundred of these keyboards and bundles and use double-walled telescoping boxes for them), didn't like the bubble wrap, on and on. I finally gave up. I hate selling electronics here.
johnrj1226
·1 year agoYou need to read and understand what the eBay Money back guarantee is al about. Here is the link
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?
This trumps any other other protection a buyer might have. Most warranties are only good when sold through an authorized factory appointed distributor/retailer and might require proof of purchase - which you are not. You bought it and put it in your closet as originally stated.
Me thinks you need to advise the buyer to simply - RETURN FOR REFUND - and refund them
BTW a no return policy does not mean the same as no refunds.
mtgraves7984
·1 year agoAre my options really just to eat this because I sold to someone who doesn't know how to use the thing?
@crocodileave
Boy, I hate the way it sounds when you nailed ^^^ it, but you sure nailed it. Hang in there...
mezcal28
·1 year agoUnfortunately EBAY doesn't give a poop
krazzykats
·1 year agoReturn for refund.
kensgiftshop
·1 year agoIf they filed a INAD, you have two options.
Refund the buyer and let them keep the item.
Accept the return, provide a shipping label and refund once it's returned.
mezcal28
·1 year agoHow does that solve their problem of not being able to resell the item as new?