iPhone Return request

[joalv-9760]

Hi, I recently sold an iPhone 14 pro. In the listing I said I was selling the phone and that’s it. However, the buyer is requesting to return it or partial refund because I did not provide a charger or an iPhone 14 Pro box. I don’t see why I need to provide something I did not write in the listing. I escalated with eBay. I have to wait now for a response. Anyone have any recommendations on what I should do? 

[wastingtime101 · Accepted solution]

With a preowned phone the box is not expected, but your listing photo shows the box was included.

As for the charger, that's generally expected. If the phone is missing an accessory that came with the phone when you purchased it new, that needs to be disclosed.

If the buyer filed a formal return request I recommend accepting the request and providing a prepaid label.

[ittybitnot]

 I escalated with eBay. 

@joalv-9760 

If your buyer filed a return for a "not as described" reason, it doesn't matter what your listing said, or what your pictures showed.  The only thing that counts is what they chose from the dropdown menu when starting the claim.   If you did not accept the return/or agree to a partial refund, ebay may just do it for you and allow the buyer to keep the product for free at your expense. 

If you escalated the case to eBay,  expect to lose.  Typically, it takes about 5 - 10 minutes for the bot to rule in favor of the buyer.  

The only thing that may redeem you is if you sent this to a Freight Forwarder.  Did you ship it to Florida, Oregon, Delaware by chance? 

[joalv-9760]

Well thank you. I just accepted the return. It’s ridiculous how this works. Makes me not want to sell with eBay again. I appreciate the help.

[inhawaii]

I looked at your listing.

You listed that iPhone as "Condition: New."

Per ebay, anything listed as new comes with a box, all paperwork, any accessories,  just as if your customer was  buying it from the Apple Store.

This one is on you.

[wastingtime101]

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@inhawaii wrote:

I looked at your listing.

You listed that iPhone as "Condition: New."

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You're looking at the wrong listing @inhawaii .

Look at the blue banner at the top of the page.

[inhawaii]

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@wastingtime101 wrote:

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@inhawaii wrote:

I looked at your listing.

You listed that iPhone as "Condition: New."

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You're looking at the wrong listing @inhawaii .

Look at the blue banner at the top of the page.

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You are correct (as always).   😉

I take back what I said about the "new" but now I add that there shouldn't  have been a picture of the box. 

[12345jamesstamps]

You should have taken personal photos and not use a store photo(s)....I see a computer in one photo also.

That one photo which is not a box I guess does look like a box.

And there's a stand in the photo with the phone.

These buyers expect everything they see in a photo.

I wonder how much the partial refund would have been.I might some done the partial refund if it wasn't a lot.

A charger are a dime a dozen...I have like 5.

Use your own photos next time.

I sure hope it and not something else gets returned.

Good luck.

[buyselljack2016]

Perhaps you are not looking at the original listing, but have been shown a similar listing.

[asset_liquidators]

No it was listed as Used but... picture shows phone with the box and doesn't mention anything about what does, or does not come with it. That should have mentioned that it was the phone only and no charger. Also should not have used a picture of it with the box if there was no box since pictures are part of the description.

Seller needs to accept the return, provide the return shipping label, and PRAY that they get back what they shipped since they are a low feedback seller (6) with a high fraud, high dollar item. Cell phones being the worst thing to sell on eBay even for an established seller.