Buyer started return for issue that was stated in description

[irg86]

I sold a game console where the left side was loose due the shell having two broken screw posts.

I stated this issue in the description and took photos of all angles of the console, with three of them clearly showing how the left side was loose.

Link to my listing: Sega Saturn US model 1 console system controller World Series Baseball 2 working | eBay

Buyer now opened a return request for "missing or broken pieces" stating the same issue that was in the description. 

Message from buyer: 

I purchased this item from this customer, thinking that I was buying something that was used but not damaged, if I knew that it has parts missing and broken I would have never bought this piece of junk! He never explained in the description that it had any problems but clearly the console is missing screws and coming apart!!! He knew this all along, never said anything just thought he could rob me of my money, I want a full refund back!!!

[aproudparent2010]

The general rule of thumb on eBay is don't sell anything you cant afford to lose and dont list anything you don't want chance of having to pay to get back

[dy60609]

My opinion is that this is NOT an example of abusing the return system. 

===========================================

seems item returned for the defect described in the listing would be considered "abuse"

[irg86]

I don't really care about getting the item back really.

In some past transactions I've given full refunds and I let the buyer keep the item. The buyers I've dealt with before were polite.

But I was taken back by how rude this buyer was in all the messages he sent and constantly denying that the item was not as described in the listing.

So if he wants a refund then he can wait until I get the item back.

[house*of*paws]

Hi @irg86 

** In case you didn’t know, I first wanted to mention that by blocking the buyer, any messages the buyer may send to you will be blocked automatically by eBay.  You will NOT be told that any messages were attempted, which I believe can cause problems when a seller is in the midst of a claim. **

As for the righteousness of the buyer’s claim … I can understand how the buyer could have expected an item in better condition than was received.  [You mentioned a problem with the reset button and the fact that screw posts were broken.  You did NOT mention that any parts (like screws) were missing.]

So if anything that came with the item when it was new wasn’t included with the item the buyer received … then their claim was accurate according to eBay policy.  

I’m very sorry, but this appears to be a case where the buyer didn’t envision that the item’s condition was as bad as it is from your description.  

That’s not unusual.  Sellers tend to present the item’s condition in its best light … while a buyer tends to scrutinize the item for any imperfections that weren’t mentioned.

[irg86]

But there weren't any screws missing.

As you can see from the buyer's photos, all the screws are present which is exactly how they look in my listing photos.

The problem is the screw posts they were in were cracked, which is why the shell is loose, which I already stated in the description and can be seen in my listing's photos.

Buyer's photos:

My listing photos:

[glorybells]

Selling anything that’s not in really great condition is always risky on eBay.

Case in point; about 5 years ago, I purchased a Simplicity Serger that was listed as “For Parts, Not Working”.  They listed what didn’t work, but it was fine with me, because it had the parts I needed to canibalize it for to fix my older serger.  It worked out for the seller that I understood what was wrong with it and was ok with it.  Their risk was that it could have sold to a buyer who didn’t thoroughly read the description, and even though it was listed as For Parts, a buyer could have still opened an item not as described case.  There’ll be that right buyer that doesn’t care about absolutely perfect condition of the item, and everyone else, who’ll find something to complain and potentially return it for some reason.

[tobaccocardyahoo]

---

@irg86 wrote:

I see. 

So I am wrong for listing the item correctly, packaging it properly to arrive in the same condition, shipping it promptly after payment, having it delivered on time, and accepting a return for which I was not at fault.

---

If you did something wrong, it was offering this item for sale on Ebay.

There are many items which, even when correctly described, will boomerang, some or all of the time. And the system will enable this outcome. JUDGEMENT on what you should sell and what you should not sell is an undocumented requirement for an Ebay seller.

[irg86]

Well, I bought this exact same console from another seller on ebay years ago and I didn't have any problem with it.

[christworks]

---

@albertabrightalberta wrote:

---

@christworks wrote:

Let them know you are going to reduce their refund because they used the gaming system, and you wanted a note on the account should the buyer appeal that.

Then, issue the refund. You can deduct up to 50% of the refund and withhold the original shipping charges. 

---

@christworks - The OP/seller can't deduct from the refund for multiple reasons: 

1. He has a "no return policy." Only sellers who offer 30 day returns can take a deduction if an item is returned in a different condition than sent

2. The item is not in a different condition than sent; it was sent broken and the buyer claims it's broken

3. It's a NAD claim and the buyer gets a FULL refund.

@irg86 

@christworks 

My opinion is that this is NOT an example of abusing the return system. 

---

I accept returns on 98% of the items I sell. I have a handful of things that I do not accept returns on. My personal example I cited above was for an item that I did not accept returns on. The buyer initially claimed to me in messages that the item was not as described. I provided them a screenshot, highlighting the very issue they were complaining about. The buyer opened a return under missing parts or pieces instead. I didn't argue with them. I provided the shipping label and they sent it back. When I started to issue the return, I saw that I could reduce the refund and withhold the original shipping charges. Admittedly I was surprised I was able to reduce the refund. I contacted eBay and let the rep know what the buyer had done.  They made a note on my account in case the buyer filed an appeal, and rep told me to absolutely reduce the refund by 50%. I did that, and I did not refund the original shipping charges. I then reported the buyer for abuse of the return policy.  The buyer appealed his 50% refund and they were essentially automatically denied. They then left me negative feedback, which I appealed, and it was removed. eBay also made me whole on the transaction.

My buyer may have had a history of return abuse. I don't know. That was my experience and is why I provided the seller with the advice that I did. We will have to agree to disagree. I do not at all believe it is all doom and gloom for the OP.

I realize people may have different experiences. I read a lot of doom and gloom on here about eBay not standing with sellers. I do not get too many returns, but that has not been my experience.

This year I've had the one I described above, a few buyers who tried the partial refund scam and never opened returns, and a damaged item where a return was opened, but the buyer changed their mind later on and decided to keep it. On the latter, I had to call eBay about how to file a damage claim with FedEx.  I happened to mention to the rep I was going to refund the buyer and let them keep it. The rep strongly advised me not to do that, and to get the item back, so my seller protections stayed in place. She even said they could reimburse for the return label. It ended up being moot since the buyer decided to keep it. 

In regard to whether the OP's item is being returned to them in the same condition, I presume they had the item wrapped up in bubble wrap or other protection when they sent it. I also presume the buyer removed the protection. Therefore, the item is not in the same condition as it arrived in. eBay provides guidance on reducing returns, but they do not dictate what a seller can and cannot do other than abuse the policy by trying to recoup shipping charges, restock fees, or market loss. Once a buyer has opened a new item or removed a used item from protective wrapping, the item is subject to getting scratches, scuffs, etc. that were not there before. This reduces the value of the item. While I would not reduce the return by 50% in that situation, a small 5% or 10% reduction is reasonable. You may feel differently, and that's fine. The seller does not even have the item back in their possession, so you have no way to know what condition they will receive it back in. 

[grand-and-glorious-purpose]

---

@irg86 wrote:

I see. 

So I am wrong for...

---

No you are absolutely in the right. You did nothing wrong and your buyer is a nitwit.

It just doesn't matter whether you are right or not.

[glorybells]

---

@irg86 wrote:

Well, I bought this exact same console from another seller on ebay years ago and I didn't have any problem with it.

---

As I stated above in my previous post, it’s a risk.  One buyer might be fine with it, another might not.  A case in point being the serger with broken parts I bought through eBay.  I was fine with it; I just needed to canibalize it to get replacement parts for mine.  Another buyer might have complained and filed a return case, and eBay would have approved it, even though the seller had spelled out exactly what was and was not working on it.  You’re taking a chance listing anything like that here.  At best, 50% of your buyers are going to be ok with it.  The other 50% are not going to be ok with it.  Maybe they didn’t read the description.  Maybe they’re just being a PITA.  It doesn’t matter; ebay will still require the seller to accept the return.

[irg86]

Just logged onto my account and saw the buyer already left me a negative and the item hasn't even been returned. He lied about me "switching up my profile" whatever that means and keeps denying the the issue was stated in the listing. I mean, you can just click the listing and the description is right there. I'm pretty sure there's no way a seller can edit a description in the listing after it has ended.

What should I do?

[irg86]

I checked the feedback he left for other sellers and he left 2 negatives for another seller as well. It seems in those cases, this buyer wants a full refund without returning the item. I doubt he is going to return my item.

[gator08041971]

A pattern emerges.

Yeah, wait the return.  If they don't send it back, you don't have to refund.  Don't talk to the buyer further.  Done and done.

[irg86]

Replied to the feedback and reported the buyer.

It's the first negative feedback I've gotten in years too.

It's a shame sellers can't leave negative or neutral feedback.

We have no way of warning other members of problem buyers.

As far as anyone is concerned, this buyer has a flawless reputation with 100% positive ratings.

Also, it's kind of ridiculous that buyers have a whole month to return an item.