Buyer damages product then requests a refund and lists as "Doesn't work or defective"
Summary: barizo_38 is dealing with a buyer who damaged a purchased motor controller by connecting it incorrectly and is now requesting a refund. The recommended options are to accept the return and issue a full refund or provide a refund without return. Multiple participants suggested accepting the return to avoid losing both the item and the money, even though it may be difficult. There is a discussion on the protections available for top-rated sellers and the benefits of reaching that status. velocitypowersportsllc points out potential confusion between AC and DC listings, suggesting a review of listing accuracy.
I have an issue with a buyer that purchased a $600 motor controller. There are two model numbers - the on I have sold (DC) and another model that is AC voltage. This unit was new in box and tested.
The buyer sends me an image indicating his electrician connected 120V AC to the 10-30 VDC inputs and indicates that unit will not work and requests a refund. This unit is damaged beyond repair. In discussions with eBay AI they recommended I offer a 50% refund so I did and the buyer refused it. I have not had the buyer ship it back yet. Looking for advice and recommendations thanks in advance.
This would be similar to someone purchasing a $600 car stereo (12VDC) connecting to 120V AC and then claiming defective and wanting a refund.
adamcartwright
·3 weeks ago · EditedLooks like you sold the AC model, not the DC?
In any event, you've been selling some really expensive items for a new seller.
If this is your first bump in the road, that's pretty fortunate.
mam98031
·3 weeks agoJust for some clarity on what some posters have shared with you.
Protections for Top Rated Sellers
Top Rated Sellers sellers are eligible for these protections when all the following criteria are met:
Your seller performance level is Top Rated Seller at the time of the protection
You reside in the US (including US territories) or Canada
You don't have a "Very High" rating in any of your service metrics
The item was listed on eBay.com
The listing offered 30-day or longer returns
pickapaper
·3 weeks ago@barizo_38
I don't know anything about these things you are selling but if I understand you correctly, you have posted here that the unit you sold is DC. When I look at your sold listings, the one $600 unit you sold says in two places that it is AC. Am I missing something?
bonanza125
·3 weeks agoAccept the return and then issue a full refund upon receiving the item back. If you don't you will lose the item and the money. Do not fight this.
mam98031
·3 weeks agoJust to add, to what you stated above. The seller would also still have to pay all selling fees too. No credits would be issued if Ebay has to force the refund.
albertabrightalberta
·3 weeks agoSince the buyer opened a NAD (not as described) claim and refused your partial refund offer, you have 2 options:
Accept the return, supply and pay for return shipping and issue a full refund of his entire payment upon receipt of the return
Issue a full refund and let the buyer keep the item for free
If the buyer damaged it, you can report the buyer but that doesn't negate your requirement to do one of the 2 options above.
Reporting the buyer has the consequences of getting it on their record so if ebay sees a pattern, they may (eventually) take action against the buyer.
barizo_38
OP3 weeks agoHis claim is that it "Doesn't work or defective" how can I tell if it is a NAD claim?
inhawaii
·3 weeks agoThat's a INAD claim.
As @albertabrightalberta said, you have no other choice but to accept the return and refund -or- refund without a return. Sorry, I know this is not what you want to hear but that's how it works. If you try to fight this you will lose. It's all part of doing business online. There is an old saying amongst ebay sellers: "Don't sell anything that you can't afford to lose."
albertabrightalberta
·3 weeks ago@cellularchampions
The ability of a seller to deduct a percentage for the return of an item in a different condition than sent requires that the seller's listings have a return policy.
Since @barizo_38 doesn't have a return policy, they can't deduct anything from the refund. The refund must be a total refund.
drnusbaum
·2 weeks agoI was told by phone rep that only Top Rated Sellers can do partial refund for a bad condition return (INAD). Everyone else is screwed.
Partial refunds with a return policy doesn't even make sense, as they will only let you negotiate a partial refund with the buyer in advance, but you have no idea you will receive the item damaged, so you'd be giving them a full refund anyway.
drnusbaum
·2 weeks agoI was told by phone rep that only Top Rated Sellers have the ability to do partial refunds (up to 50%) if they get a damaged return. Every other seller is screwed, their only option is to issue a full refund as soon as you receive it (no matter the condition), OR ELSE you get a strike and ebay will force the full refund anyway AND not refund the selling fees.
They let you report the buyer for a bad return, and hope it affects the buyer badly in the future. But no recourse for you.