Long time, but infrequent seller. First time a buyer has ever requested a refund. What to do?

[kandaca]

The buyer is claiming a defective item, and inaccurate description. He says the battery compartment is corroded, and the item doesn’t work as it should because of that. I mentioned the battery leak in my description, and provided two photos showing the battery compartment.

As for not working properly, he’s saying it makes a noise that his others do not. I have a video with audio showing how it works. I checked Youtube, and found another with noise similar to mine. I also found that most do not make that noise, which I did not know, as this is the only one I’ve ever seen or used. Regardless of noise, it works as it always has (I’ve used it many 100s of times), and there is nothing wrong with it.

Reading some threads here, it seems as a seller, if a buyer requests a refund, there’s basically nothing I can do. Is that really correct? If he leaves negative feedback, can I at least get that removed? Does my seller rating get hurt by issuing a refund?

Looking at the feedback he’s given, it seems recently he OFTEN has “problems” with the items he buys (4 of his last 10 purchases, not including this one). I’ve had well over 500 transactions as a seller and a buyer, and never once had a problem with either. Hmmmm.

https://www.ebay.com/itm/285153294685

[dbfolks166mt]

     Take the high road this would be a loosing battle. Offer a full refund upon return of the item. Provide the buyer with a return label and once you have the item back issue the refund. Add the individual to your BBL. If you have over 500 transactions and no issues one refund is not going to impact your rating that much if at all. 

[bonjourami · Accepted solution]

Since you say it works well and the buyer says it doesnt, he will win the case. You should respond with a return label, and refund after return if you want it back. If you respond to the case promptly, you wont receive a defect. But if the buyer leaves you a neg, I doubt that Ebay will remove it. They will say he is entitled to his opinion.

[toysaver]

If you get it back lightly sand off any deposits and clean the battery connections with a q-tip and baby oil.  

[m60driver]

Not exactly an item high on the scam list.  Your only decision is whether to pay to have it returned or just refund, forget, and move on.

[barclays_curious]

17 year small seller myself 100% rating and I am now having appalling problems with eBay regarding refunds.
In my case a buyer just bought an item, broke it AFTER they took it out of the box, and messaged me that they did (!!!).    I said sir we don't insure items, that would make selling here impossible.  But we did buy shipping insurance if you want to file a claim.
I called Ebay Support anyway and was told not to worry about it.  "you've done everything right on your end", I was told.

However, a week later, they filed a return and Ebay took the funds out of my account.   Even though it was sold under the terms, "No Returns Accepted"!     I called and now Ebay Support is telling me that I have to pay to have it shipped back to me, then file a broken item claim- after which I will be refunded for the shipping and the money they took.   And if I don't, they'll rule for the buyer by default.   So its basically blackmail.

But how can I believe that, when they lied the week before?    I asked todays' rep to send me that assurance in writing (i.e. email) and they refused (??!)    Okay.
Its just crazy, I spent so much time listing items and have only to leave them posted at this point, but what's the use if people can buy things under No Refunds, break them and then demand refunds?   And then YOU have to pay to have the broken stuff shipped back, then beg Ebay to give you your money back.    When they've lied to you in this very case already?
They are really going downhill here.     I can only assume they are running the small sellers out because I really do want to leave, as soon as I find a better place to sell   😕

[barclays_curious]

>>Not exactly an item high on the scam list. Your only decision is whether to pay to have it returned or just refund, forget, and move on>>

I disagree.  Small sellers like me can't afford to 'forget and move on' when Ebay lets buyers rip you off.    What if the next item I sell is $200?    I can't budget for those kind of losses.   I'm all for fair arbitration, but not when the arbitrator tells you a different story every time you call in.   I have no assurance Ebay will refund my money after I pay more to have it shipped back other than their word on phone calls that they won't back up in writing, and I've seen how far that goes.

 

[kandaca]

Thanks, everyone. I will take the advice, refund, and move on.  Seems like eBay has changed a lot, and it might be time for me to depend on other avenues to sell stuff. Sellers just have no rights any more. 😥

[dbfolks166mt]

Thanks, everyone. I will take the advice, refund, and move on.  Seems like eBay has changed a lot, and it might be time for me to depend on other avenues to sell stuff. Sellers just have no rights any more. 

     I diversified from eBay several years ago and they now constitute less than 20% of my sales and that number is dropping lately. With the rise in shipping cost and the application of sales tax on ecommerce transactions I am selling most of my items on local forums these days. 

     I can list at a lower price since I don't have the high eBay fees, the buyer does not have to pay for shipping and does not have to worry about damage or loss while in transit. There is little risk with regards to returns or NAD's since the buyer can look at and inspect the item before they take possession. 

     Competition is a wonderful thing. 

[ms.rodriguez*]

Other selling sights are very similar  if they take online payments.     Expect these mechanical items to cause problems from time to time.  I have sold items (under 2 other names ) and when they left my home they were fine but somehow stopped working by the time that the item arrived.     I have bought electronic toys at toy shows that worked fine and then a week or so later, they no longer work.

Expect some losses from time to time. Add a buck or two to other listings to help recover the loss of this item.  The plus side is now you have a LOSS for your deduction column when you file your taxes next year.  The payment will still show as gross received but it gets completely added to the loss/cost column.  Make sure that you document this.