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Buyer requested a refund because they did not read the description of the item

I sold an iphone. I clearly stated in my auction that one of the cameras did not work and that the battery was not holding a charge / needed to be replaced. Now they are **bleep** because they got a phone with a camera that doesn't work and a battery that doesn't hold a charge. They have requested a refund. They got what they paid for. Is there anything I can do to not refund this person? They agreed to pay for it and their lack/inability to read the auction should not be my problem.

Message 1 of 11
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Re: Buyer requested a refund because they did not read the description of the item

Buyers are now using their cellphones and iPhones to purchase on eBay app.

Description shows on a computer but on a phone you have to hunt for it.

I suggest doing the refund  since you were selling iPhones.

Don't want eBay going into your account looking for irregularities that might be there. Just a thought.

Message 2 of 11
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Re: Buyer requested a refund because they did not read the description of the item

When you list it as used, the item is supposed to work as it was intended to.

You should have listed it as parts or repair.

 

Have a great day.
Message 3 of 11
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Re: Buyer requested a refund because they did not read the description of the item

Listing "for parts or repair" means absolutely NOTHING on Ebay anymore. You have ZERO ability to deny a return or refund even if it is listed that way anymore. I went round and round with the ignorant ebay reps recently on that issue. They need to just eliminate that option.

Message 4 of 11
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Re: Buyer requested a refund because they did not read the description of the item

None of it means anything really unless you offer refunds from the get-go. All anyone has to do if they buy from someone who does not offer returns is say "item not as described". If they pull that on someone who does offer refunds then the seller usually wins.

In this case, if the OP had offered returns AND listed as parts not working then they would have won the INAD case. On the other hand, they could have used the reason of "ordered by mistake" and could have returned anyway. At least the latter means the buyer pays return shipping and you can relist plus get your fees back. 

Message 5 of 11
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Re: Buyer requested a refund because they did not read the description of the item

@jeremynkeri1019 

I can understand your frustration but this is online selling in the 2020's on a venue that uses a payment processor. 

Buyers have protections and returns and refunds are part of the equation. 


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. If you want the item back before refunding, 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:
Top Rated Sellers who accept 30 day returns and sellers who offer free 30 day returns can do partial refunds, up to 50%, if the item is returned in a condition different than when you shipped it.


3. Do nothing, contest the case 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

 

 

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Message 6 of 11
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Re: Buyer requested a refund because they did not read the description of the item

Should have been listed for parts, not used.

 

Sorry but your listing is not as described.

 

UsedAn item that has been used previously. The item may have some signs of cosmetic wear, but is fully operational and functions as intended. This item may be a floor model or store return that has been used. Most categories support this condition (as long as condition is an applicable concept).
Message 7 of 11
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Re: Buyer requested a refund because they did not read the description of the item


@jeremynkeri1019 wrote:

I sold an iphone. I clearly stated in my auction that one of the cameras did not work and that the battery was not holding a charge / needed to be replaced. Now they are **bleep** because they got a phone with a camera that doesn't work and a battery that doesn't hold a charge. They have requested a refund. They got what they paid for. Is there anything I can do to not refund this person? They agreed to pay for it and their lack/inability to read the auction should not be my problem.


You listed with condition Used which includes this The item may have some signs of cosmetic wear, but is fully operational and functions as intended

If one camera doesn't work and doesn't hold a charge then you chose the wrong item condition.

Message 8 of 11
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Re: Buyer requested a refund because they did not read the description of the item

There is no longer an option to deny a return regardless if you take returns or not. The "for parts" option means absolutely NOTHING now. They need to remove it.

Message 9 of 11
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Re: Buyer requested a refund because they did not read the description of the item

Your used iPhone, appropriately priced, would have appealed to someone with no need for all cameras working, the buyer also adept at replacing the battery. So, to appeal to such a potential buyer, I'd have listed it with this approach:

1) Price it according to condition and repair needed for normal mobile use.

2) Include in Title the item's limitations, e.g. "2 of 3 cameras working" and "limited battery life". That's about the most positive way you could present those caveats, byet still attract interest to proper buyer.

3) In very first paragraph of Description, elaborate on the limitations. After all, you are WANTING to eliminate potential buyers who will not be happy with its present condition. Also, confirm what is properly performing in the phone's functionality

4) Include in the description that you will be clarifying with any buyer that person's knowledge from the plain and accurate description that the item has condition limitations, and that confirmation response will be prerequisite to shipment. Use of ebay Messages associated with the transaction will provide a reference stored in Seller's and Buyer's message record that any ebay CSR can reference.

5) With this full disclosure of an item's condition, you are demonstrating with due diligence that you are honestly describing a "Used" condition item that is worth what you and the buyer have agreed fulfills the buyer's expectation. 

 

I have successfully sold items with minor defects in the "Used" category of Condition by being fully "upfront" about caveats in the listing description, while my choice of the "For parts or not working" would have eliminated the item from consideration by many potentially interested buyers. By providing true, accurate information, those buyers were given a better opportunity to save money without paying for a feature or condition they don't need. I would not list an item as "Used" with a known major obstacle to normal use without doing all I could in listing and sale fulfillment to ensure buyer awareness.

An expample of such among items I sell might be a stereo receiver with non-working Phono input, unable to use a turntable without its own phono preamp; or a VCR (which most buyers now only use for playback), with analog tuner missing channels 14-125 (now in non-use); a DVD recorder with non-functioning VHS transport, which many buyers would be using pnly to rcopy from other format camcorder tapes.

 

I agree that ebay's allowance of puchases from smartphones, whose view of listing requires proactively selecting "See full description" to see it, is responsible for many purchases by buyers who never saw important information needed to have a clue as to what they'd bought. My problem, however, has been with  buyers purchasing items from cell phone that I'd listed with "Local pickup" OPTION, then requesting to cancel the order when they got the invoice that includes the shipping, or, in some cases, even after they had somehow failed to notice that they had paid for the shipping. I always ask buyers in these situations if their use of a smartphone for purchase is partially to blame for their error. I would be happy for ebay to make it harder for buyers to get to the payment button in the mobile app without scrolling through full description and, for Local pickup purchase, seeing a reminder to make selection, "I am agreeing to pick up this item in City, State". 

 

Message 10 of 11
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Re: Buyer requested a refund because they did not read the description of the item

Sellers can demand the return of the disputed item, even if they have a No Returns policy.

Probably the seller will have to provide return shipping.

Not every transaction will go perfectly.

 

Start with " I regret that you are not satisfied with your purchase. Please return it for refund."

And go from there.

He doesn't want it.

He's an illiterate tool.

He will get both the camera and his payment if you don't demand its return.

Not every transaction will go perfectly.

Message 11 of 11
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