Buyer requesting to return laptop, says it's defective; I don't accept returns.

[deala0621]

Hi,

I sold a brand new, completely unopened Dell computer (I bought it straight from Dell).

They submitted a return request saying it's defective.  They say " it has a few issues looks like its a manufacturer defect. 1. it lags on a few different tasks like when i go on google sheets it takes like 5 seconds for the computer to catch up. 2. it gets so hot i cant touch it sometimes under a regular work load. 3 the battery doesnt last more then 1 ½ hours which is not normal it should be giving me atleast 3-4 hours."

I actually have the option to decline the return and that will automatically close out the buyer's return request.

What I'd like to do is decline the request and direct them to Dell if the warranty transfers (I will contact Dell about that).

I really do not want to accept the return and then have to worry about the used state it's going to be in and have to sell it again.   Dell's ebay account was actually selling the same laptop for around the same price and offered 30 day returns and you could still buy it on their website for a similar price with a return window.

My question is: what would any of you do?  Is the biggest repercussion of declining the return bad feedback from the buyer?  Does anybody know of directing a buyer to the manufacturer for warranty related issues?

Thank you for any advice.

[Anonymous]

Doesn't matter that you don't accept returns, an Item not as Described claim overrules your return policy.

[soh.maryl]

Can you explain how you would "actually have the option to decline the return"?

Does the buyer not have eBay's Money Back Guarantee if he opens an item not as described case?

In my mind, the "biggest repercussion" for you of refusing to refund upon return is that eBay can refund the buyer from your money and allow the buyer to keep the computer.

And have to ask, are you  Dell dealer?>If not, Dell provide a warranty for your buyer? 

[klhmdg]

It looks like it has been over 30 days and thats why you have the option to refuse the return.

The issues I see is if you do not accept the return, the buyer can go to their CC and file a charge back.

If you accept the return there will be no negative FB, but who knows what will be sent back.

I would not have sold an expensive item online BUT if I was faced with this I would approve the return and hope and pray the buyer returns the laptop and not a box of rocks.

Best of luck to you whatever you decide.

[mtgraves7984]

Do NOT decline a 'Not as Described' Return request. That only means you don't want the laptop to come back to you before you issue (or eBay takes ) the inevitable refund (from you). At this point, your seller metrics are what you have to save.

With both items (yours and "Dell's eBay account) being somewhat equal, I wonder why the buyer chose to buy from you, too.

In my experience, if an item sells once it will again. (Yes... I understand there is a difference in sellable, saleable and salable.) Approve the Return, send the shipping label and get your laptop back to list for the right buyer. Better luck moving forward...

[birdhousemarketplace]

The option to decline is there likely because it has been over 30 days. MBG only works for the first 30 days. Looks like you sold this on June 16th? If they would have filed this prior to 30 days being up you wouldn't have the option to decline and would be forced to refund, even if you have no returns stated. The MBG overrides any return policies you setup. "Item not as described" and "Broken or defective" are no win situations. In the first 30 days you just accept the return and chalk up a loss for that. NEVER let the buyer keep the item, ALWAYS demand it be returned and pay for the label to do so. A lot of buyers just want something for nothing and hope you will refund all/part of the payment and let them keep it. Half of any returns that I accept are never returned.
Now, you have the option to decline, you can do that. The buyer can leave negative feedback, file a chargeback with their CC and you will lose that likely. Then on top of losing the chargeback you may never get the laptop back AND eBay will hit you with $20 chargeback fee for the trouble.
Depending on how it all plays out and what the buyer does you could get eBay to remove a negative feedback, just depends on what they say in it. You MAY win a chargeback as well citing it outside the 30 day window but not likely.

[simba6]

The buyer has 30 days from delivery to file a case with eBay.   I would not expect the warranty to transfer.

Since it was unopened, how do you know it worked? 

If it's been over 30 days since they received it, they can file with the payment service they used. Paypal allows 180 days from purchase date  credit cards can be a year.

If they are in the time limit for eBay and you do nothing,  eBay will refund on your dime and let them keep it for free.

No such thing as no returns in this selling venue.

[12345jamesstamps]

I would not sell laptops here on eBay. I read too many posts here with returns on them. And not getting the laptop back. I would prefer to sell one to a friend cheaper than on eBay. I don't think you would get a box of rocks returns instead of laptop. They can send anything back with tracking even if its an empty box. Not much to do except accept the return.  If you refuse the return. With the credit card chargeback you will lose. And if you refuse the item with tracking you will still be charged $20.00 from the banking institution.

[deala0621]

It's a "Item Defective" claim. 

[deala0621]

Dell says I can transfer the warranty, I just have to give them the name of the person who owns it now.

I don't know if it worked, but if I opened it and used it, I'd be it would be a used item and no longer new.  If it is, in fact, defective from the manufacturer I doubt I would have noticed from me tinkering around, he had it for almost two months.

He says it gets hot, only lasts 1 1/2 hours on battery and lags.  I don't know if that is from manufacturer defect or not.  

I'm thinking of messaging him first, offering him the option to contact Dell himself for the warranty.

[deala0621]

Hypothetically, what options would I have if he didn't send it back or sent if back totally messed up other than what he said was wrong with it?

[deala0621]

I forgot about the possibility of a chargeback.  That's probably the negative that I really would want to avoid.  

And I'm guessing there'd be nothing I could do if that happened so...

[deala0621]

" And if you refuse the item with tracking you will still be charged $20.00 from the banking institution."

- what do you mean?  

[shado-x]

My question is: what would any of you do? Is the biggest repercussion of declining the return bad feedback from the buyer? Does anybody know of directing a buyer to the manufacturer for warranty related issues?

Accept the return because YOU bought it from Dell; therefore, YOU contact the manufacturer for warranty related issues --- if this case is the way you just described.  Then YOU get another new laptop replaced from the one YOU received, and then YOU sell it again because YOU bought it from Dell with the receipt that YOU have from Dell.

Gee Wiz.

[mtgraves7984]

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@deala0621 wrote:

" And if you refuse the item with tracking you will still be charged $20.00 from the banking institution."

- what do you mean?  

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@deala0621 

If it goes as far as a CC chargeback, the seller is also hit with a $20 additional fee.