Buyer wants to return new item, claims it is used.

[marrot_6]

We had a new, in the box with all the packaging, scanner sitting around the house for 8 years and I decided to sell on Ebay. The buyer is claiming that it is not the the item in the photo's (which it is, we only had the one) and that is used. He wants to return it. I can relist it but now that he has had his hands on it I can't list it as unused. Ebay is only allowing me to take the return or give a full or partial refund and let him keep it even though it was listed as 'seller does not accept returns'. Any advice?

[buyselljack2016]

@marrot_6 

"seller does not accept returns".........................  applies only to "remorse" returns that are opened for remorse reasons.

the eBay MBG override such a return policy when a buyer "claims" that an item is "not as described".

eBay has presented you with your options.

You must select one, or eBay will refund the buyer in full, and in most cases are not required to send the item back

[albertabrightalberta]

@marrot_6 

Although it's not the item you're asking about, another of  your sold items that was listed as "new" is inaccurately described. 

(Per ebay, in the item specifics of that listing, this is the definition of new:

"New: A brand-new, unused, unopened, undamaged item (including handmade items). See the seller's listing for full details.")

Yet the description states, "Box has been opened and all parts appear to be present with the first two parts already assembled." 

You may be getting another return request for a NAD (not as described) item. (In fact, pictures #3 and #4 show that it has indeed be used, with pieces removed from the original parts.)

[simba6]

You can either issue a paid return label and refund when you get it back or give a full refund and let them keep it for free.   If he has filed an item not described case and you do nothing, eBay will choose the latter for you and ding your customer service rating.

No such thing as no returns selling in this venue.   There is slight hope they will never get around to sending it back.  That does happen some.

[fab_finds4u]

The condition specifics say New.

New means an unopened box.

The condition should have been listed  Open Box.  Open Box means it may be in the original packaging but not sealed.

eBay goes by what condition specific you choose. You can't  really say  New but then explain it's  8 years old and the box has been opened. 

Refund in full or send the buyer a prepaid label and refund when it's returned.

You should never relist it until you get it back and you can examine it to make sure it's the same item and it works. If it does then when you relist it will be considered a used item and you should describe the condition as Used.

[12345jamesstamps]

'sitting around the house for 8 years'...

Anything 8 years old 'electrical' will be considered not new.

That's like selling an iPhone in box that came out as new 8 years ago and one is trying to sell an 8 year old model as new.

Work with the buyer...partial refund might work or do the full refund for a return.

[aproudparent2010]

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@marrot_6 wrote:

We had a new, in the box with all the packaging, scanner sitting around the house for 8 years and I decided to sell on Ebay. The buyer is claiming that it is not the the item in the photo's (which it is, we only had the one) and that is used. He wants to return it. I can relist it but now that he has had his hands on it I can't list it as unused. Ebay is only allowing me to take the return or give a full or partial refund and let him keep it even though it was listed as 'seller does not accept returns'. Any advice?

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You opened the box, it says so in the lsiting.....a new item is unopened.
If you want to stick to your no returns then just refund them and let them keep it.
Notice it says no returns not no refunds.......

[marrot_6]

Thank you for your input, I'm going to take the return. marrot.

[marrot_6]

Thank you for your input, I'm going to take the return. Ouch! Thanks for pointing out that the Mazda is not new, that was definitely a miss click on my part. Hopefully the purchaser read my description before buying, if not I'll happily return his money. I read the ad at least 6 times and didn't notice the ad said new.

[marrot_6]

Thank you for your input, I decided to take the return.  marrot

[recordsetter]

The Tiger Tank you sold says "New ... except a very small decal or 2 cut out of sheet"

[marrot_6]

For the model kits, I have a bone to pick with ebay. I can pick either 'New' or 'Used'. Neither is correct. I need 'unassembled'.  I try to be accurate in my descriptions and photograph every thing in the box. So far all the plastic & flying model purchasers have been happy and I don't think i have anymore of those left. Thank you for your input, I decided to take the return.  marrot.

[aproudparent2010]

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@marrot_6 wrote:

For the model kits, I have a bone to pick with ebay. I can pick either 'New' or 'Used'. Neither is correct. I need 'unassembled'.  I try to be accurate in my descriptions and photograph every thing in the box. So far all the plastic & flying model purchasers have been happy and I don't think i have anymore of those left. Thank you for your input, I decided to take the return.  marrot.

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If some decals were cut out then it wasn't new so used would have been correct