How Will my Return Case Go?

[thesimplestuff]

Hello 

A customer purchased a used unlocked Samsung phone off me 27 days ago. In the title was mentioned the specific model number which details carrier compatibility. In my product description it also clarifies that you should do your research before purchasing this phone in order to make sure your network will work on it. 24 days later, the customer requests a 21% partial refund because he claims the phone is locked with AT&T. The phone is GSM and CDMA unlocked and that functionality is reflected within the phone's model number. The buyer simply assumed the phone would work with his carrier. I rejected his return request and this will be escalated to eBay. What are the odds of me winning this case? Are there any sneaky things I should look out for from the buyer? His only piece of submitted evidence was an alleged phone test. Dated March 28th. It doesn't make sense to me because I personally used this phone with my T-Mobile network and he waited so long after allegedly discovering this phone is locked to AT&T. I would also like to mention that in my product listing the serial number was blurred in order to prevent robots and bad people from social engineering with that information. I would especially appreciate information from people who are experienced with this scenario. Thank you

[kensgiftshop]

If they filed an INAD and you get Ebay involved, you won't like the outcome.

[thesimplestuff]

Even if I mentioned the phones specific model number in the title which specifies carrier compatibility? 

[albertabrightalberta]

When the buyer opened the return request, what was the reason he chose? 

If it was any "not as described" reason, i.e., defective, doesn't work, etc., you have 2 options: 

1. Issue a full refund and let him keep the item

2. Pay for the return shipping label and allow the return. Then issue a full refund upon receipt of the return. 

If you asked ebay to step in, ebay will give the buyer a refund, probably allow them to keep the free phone, and you won't get a credit of the FVF.

You shouldn't have given into the partial refund request but you should have said, "return for refund." 

[albertabrightalberta]

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@thesimplestuff wrote:

Even if I mentioned the phones specific model number in the title which specifies carrier compatibility? 

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Yes, even if......

[thesimplestuff]

I just realized in his submitted evidence states the phone is black when I sold a cream colored phone and I think this will be very helpful information when this does escalate to eBay

[janet9988]

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@thesimplestuff wrote:

I just realized in his submitted evidence states the phone is black when I sold a cream colored phone and I think this will be very helpful information when this does escalate to eBay

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 The buyer could claim you sent a rock even if you described the item as  a rock and ebay would side with the buyer to get a full refund .

[mtgraves7984]

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@thesimplestuff wrote:

I just realized in his submitted evidence states the phone is black when I sold a cream colored phone and I think this will be very helpful information when this does escalate to eBay

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@thesimplestuff 

^^^ That just means it was a 'Not as described' reason. 

[thesimplestuff]

He never mentioned it was the wrong color he only mentioned that the phone is carrier locked and he's making that claim based upon characteristics of a phone that don't match the one I sold. There isn't sufficient evidence to suggest I shipped out a different phone and my gallery can be reverse image searched to see that they are not copied from anywhere. 

[mtgraves7984]

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@thesimplestuff wrote:

He never mentioned it was the wrong color he only mentioned that the phone is carrier locked and he's making that claim based upon characteristics of a phone that don't match the one I sold. There isn't sufficient evidence to suggest I shipped out a different phone and my gallery can be reverse image searched to see that they are not copied from anywhere. 

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@thesimplestuff 

^^^ That just means it was a 'Not as described' reason.

[thesimplestuff]

I would like to remind everyone that on his alleged phone test it is dated March 28th and it is currently April 24th. So for 27 days he was looking at a phone that was the wrong color and unusable with his carrier yet it took him over 24 days to explain this to me and he only wanted a 21% partial refund. That makes zero sense and I really appreciate everyone not sticking up for me as a fellow seller

[kitschy*loot]

You're right that it doesn't make any sense regarding the color because that's something immediately noticeable, but in a not as described return case that won't matter.

You can't prove what you actually shipped and what the buyer received, and you can't decide what is an appropriate amount of time for them to have realized the phone was unusable with their carrier as long as it's within the allowed timeframe for a return.

The buyer will likely get a full refund now and won't even have to send back the phone. 

[simba6]

Buyers almost always win not as described cases.

[mtgraves7984]

That makes zero sense and I really appreciate everyone not sticking up for me as a fellow seller

@thesimplestuff 

All sellers empathize. They put the same restrictions on everyone... even if they don't seem to make sense. Sorry...

[house*of*paws]

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@thesimplestuff wrote:

I would like to remind everyone that on his alleged phone test it is dated March 28th and it is currently April 24th. So for 27 days he was looking at a phone that was the wrong color and unusable with his carrier yet it took him over 24 days to explain this to me and he only wanted a 21% partial refund. That makes zero sense and I really appreciate everyone not sticking up for me as a fellow seller

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Hi @thesimplestuff 

You really don't understand the advice you've been getting.  People are trying to tell you that you will probably lose both the phone and your money if you fight the return. 

What would you consider 'sticking up for you'?  Do you want to hear lies and false promises that make you feel better ... OR do you want to hear accurate information how eBay handles disputed claims?

Everyone understands what happened.  It is truly regrettable ... BUT even worse things will happen if you don't pay attention to the valuable information that you're being told.

It is practically impossible for a seller to win a case when a buyer claims an item is 'Not as described'.  That's just a fact.  Period.  Full stop.  Ignore it at your peril.  I'm sorry that that is how eBay works.