New iPhone in sealed, factory box returned when ‘no return oolicy’

[ggoods06]

Hello

i recently sold a brand new iPhone in a sealed box on eBay, with a no return policy.  (I won this iPhone, and since I already have one I sold it so I could buy another Apple product.)

The seller asked for a refund saying it is defective, when in their photo they show the phone ‘on’ with the Apple logo showing.  I rejected the return stating my no return policy, and guided them to  Apple support for help in using their phone (perhaps they didn’t know how to make it work?)

EBay just informed me they stepped in and is letting the buyer return the phone!!!

Once I receive the phone, and it’s not defective, what rights do I have to appeal?  Now I will be stuck selling a ‘used’ iphone that someone else has done who knows what to....

if it comes back ‘defective’ as they said, it was not defective when sent, and properly packaged in the mail for shipping.  I believe postal insurance only covers $100.

Not happy about any of this - I only sell my own items on eBay and have an excellent seller rating, I’m always very fair and transparent in all my posts, I’ve never dealt with this.  I’ve sold electronics, glass, other fragile items.  My reviews are outstanding and prices are always very fair.  

Mix of feelings on this and wanted to get the community’s thoughts.  Thx and happy holidays.

[wooden_flower]

eBay will always let a buyer return an item they say is defective.  You are responsible to deliver a product as described, even a sealed item that is defective is returnable.

Apply is not perfect - they can sell you a defective product, so the item was not necessarily damaged in transit.   If it was shipping damage and you did not buy insurance to cover the value, the loss is yours. The PO will not pay out the $100 unless there is visible damage to the box and the item.

If the item is not defective, you can report the seller for abusing the money back guarantee, but that does not come with any financial reimbursement.

You can take the item to your Apple Store, if it is still under warranty, and they can figure out what is wrong with it, if you find it will not get past the startup screen.

[ggoods06]

Thanks for your insight.  I don't see how a seller can report 'defective' and eBay automatically takes their side without proof...  additionally, when the buyer opened the return ticket, I replied instantly (although I had until 12/23 to reply, but I applied two days prior).  Got an email this morning from eBay saying the ticket was still open, and the buyer escalated it for eBay to step in, which they did, and gave them permission to return. 

Not sure how this kind of resolution benefits honest sellers... again, having a product to try to re-sell now in an opened box, has already decreased the value a lot, AND I get to pay the shipping costs ???  Ridiculously unfair.   Will see what's what when it's received - and go from there.  Again, appreciate your insight.  I'll go through the proper steps with eBay and hope for the best.  Nearly 400 items sold and never experienced this.

[mega-ma-roo]

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@ggoods06 wrote:

Thanks for your insight.  I don't see how a seller buyer can report 'defective' and eBay automatically takes their side without proof... 

But you expect eBay to automatically take the seller's side without proof. There's the rub. There is no way eBay can know who is telling the truth and in those cases eBay will always side with the buyer. That's just the way it is and it's a cost of doing business online.

After the return tracking shows delivered, eBay will refund the buyer from the seller's account. At that point, the seller can attempt to prove to eBay that the buyer is at fault. That is very difficult to do. One way is to file a police report for fraud and/or a report with the postal inspectors for mail fraud. The seller can then use those reports to appeal the refund. Sometimes it works, sometimes it doesn't.

Good luck and I hope you receive your phone in sellable condition.

[wooden_flower]

There is no way for eBay to know who is right, so the safe answer is to return for a refund.  

False returns are a part of selling online - if this is your first, you should feel good about that. All you can do is start a little fund for yourself to pay for these things, so it doesn’t hurt as much when it happens.  It will always be irritating, there is no way around that.

The best thing to do is refund, report if appropriate and move on. Don’t let it cost you in stress as well as $.

[ggoods06]

Thanks for your insight.  I received an email notice this morning saying eBay can see the item was delivered (back to me) and they have refunded the buyer the full amount plus shipping.

I have NOT received the return.  There is no tracking information provided to me - and I am unable to contact the buyer to ask for it.  I've been all over the eBay site to see how to obtain this tracking information.

Any ideas?  

Sounds like someone at another address now has the return.  

[mega-ma-roo]

I guess you need to contact eBay to see if they can give you a tracking number so you can verify with the carrier where the package was delivered. If the phone support can't/won't help, try contacting the team on 

Facebook. Good luck.

You can contact eBay Customer Support by following this link to the bottom and select "agent" to have them call you or you can use live chat:
https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851

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