Am I a loser?

[hookdz]

TL;DR
Buyer got a older iPad for 1/10 of new price. Found out they cannot run the latest version of iOS. Left bad feedback and wants full refund plus return shipping. Item was as described in listing.
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Sold a bunch of ipads to different people. One has been nothing but problems. She bought it on the holiday weekend started and asking why it hadn't shipped 1/2 way through the first business day. Once she got it, she asked why there wasn't a power cable. I said it was a listing for the iPad only. Then, she complained about the packaging. Next, she said it wouldn't come on. I told her that I charge and test everything right before it ships, that if it is damaged, it happened after it left my possession. I offered a refund if she returns it. She left bad feedback. I replied to it. I didn't hear anything for a few days.

Six days later, I get this message

I've tried to do it 3 times got it to set up but it want download nothing to it Al all it's no good

It's followed by a Return Approved and funds held notices.

She asks for a return address. I give her one. Then she asks for a label. I tell her the return policy in my listing. "buyer pays return shipping, if item is opened 20% stocking fee". 
She refuses.
I told her that I understand her frustration and want to work with her, but I don't think that it is fair that I should take a loss and get bad feedback because she didn't know what she was buying. 

I would certainly try to make a compromise (something like, she pays shipping, I give her 100% refund) with her but she is too entitled to do it. When this goes before ebay, I'm gonna lose right? 

[tdumonde2014]

Has the buyer opened a case? There are no more "Restocking Fees" allowed in ebay.

[hookdz]

They opened the package that it arrived in. They did not dissemble the iPad as far as I know.

Thank you. Do you have a source for this information? A search through the help does not bring it up.

[hookdz]

I guess their refusal to compromise will end up working in my favor. If they don't ship it back, the return is canceled. I'd really rather just be done with it and everyone be mostly happy.

Ebay's notice says:
The buyer has until Oct 8 to ship the item back. If you choose to refund the buyer now, then the return will close and you shouldn't expect to receive the item.  

This return has been approved automatically, per the eBay returns policy.  

If the buyer doesn't ship the item back by Oct 8, we may close the return automatically and you will not be required to refund the buyer. 

[dryophelia]

@hookdz 

Has the buyer opened any type of case through eBay. Not the iPad case. 

It sounds like they HAVE opened a case because your funds are in hold. 
In this situation, your options are to issue a return shipping label and refund when you get it back. 
If you wait for the buyer to ask eBay to step in, eBay will refund, the buyer gets to keep the item and you get a defect for not working with an unsatisfied buyer. 

[tdumonde2014]

Streamlined returns policies

Starting in May 2018, we will streamline our returns policy options. Buyers' expectations are continuously evolving and we strive to deliver a returns experience that is consistent and competitive with the changing marketplace. Our simplified return policy options will help drive a retail-standard returns experience for buyers and may boost your sales. We recommend that you begin changing your returns policies now.

The five return policy options will be:

• No returns accepted
• 30-day buyer-paid returns
• 30-day free returns
• 60-day buyer-paid returns
• 60-day free returns

Restocking fees will no longer be a return option.

https://pages.ebay.com/seller-center/seller-updates/2018-spring/simplified-returns.html

[hookdz]

I don't think they have opened a "case". There's nothing in the dispute center. I got the return notice and then an email that says: 

Your funds are on hold until this request is resolved

Request ID: -------
Hi -----,
We'd previously contacted you about a return request that ----- filed for an order placed on Sep 04, 2021.
Until the request is resolved, the transaction amount will be withheld from future payouts.

I selected "30 day returns. Buyer pays for return shipping" as the return policy for the auction. Does that make any difference in your response?

From the messages, it looks to be a case of buyer's remorse. They don't want the item because they cannot use it to do what they want, not that the item is broken. They did select "Doesn't work or defective" as their "Reason for return"

[tdumonde2014]

"They did select "Doesn't work or defective" as their "Reason for return"". This implies that a case has been opened.

[nuclearomen]

---

@hookdz wrote:

I don't think they have opened a "case". There's nothing in the dispute center. I got the return notice and then an email that says: 

Your funds are on hold until this request is resolved

Request ID: -------
Hi -----,
We'd previously contacted you about a return request that ----- filed for an order placed on Sep 04, 2021.
Until the request is resolved, the transaction amount will be withheld from future payouts.

I selected "30 day returns. Buyer pays for return shipping" as the return policy for the auction. Does that make any difference in your response?

From the messages, it looks to be a case of buyer's remorse. They don't want the item because they cannot use it to do what they want, not that the item is broken. They did select "Doesn't work or defective" as their "Reason for return"

---

if you got a message from ebay that funds were pulled and placed on hold then the buyer opened a case (likely a INAD case) and there is a dispute center for it. Go into your ebay messages, find the email from ebay open it and click the link to see the more details...that is the resolution center, any all communication between you and the buyer should be done there, ebay can see the messages and if need to ask ebay to step in they will look at the messages there. The other place in the Payments tab > On Hold > More Details can access the resolution center there

[hookdz]

Maybe. I am not familiar with the semantics. There is a return ID. There isn't a case ID.
It appears when I look under returns in the seller's hub. It doesn't not appear in the requests and disputes section of the hub. 

[yuzuha]

---

@hookdz wrote:

TL;DR
Buyer got a older iPad for 1/10 of new price. Found out they cannot run the latest version of iOS. Left bad feedback and wants full refund plus return shipping. Item was as described in listing.

---

I hate to be the devil's advocate, but nowhere in the listing does it say that those iPads are incapable of running the current version of iOS. That's something you really need to make clear up front, because the average buyer isn't going to be aware of that fact unless you point it out and it's something that affects the overall functionality of the iPad.

[hookdz]

Thank you. It was not addressed on this page: https://www.ebay.com/help/selling/managing-returns-refunds/setting-returns-policy?id=4368

[hookdz]

You're fine and correct. It doesn't say that. I didn't realize that I needed to list all of the things that they can't do. Going forward, I will state that they cannot run the latest version of iOS and they do not come with a charger. I just didn't think to do it because I listed the model number, with that, I can usually figure out everything I want to know about a device. I guess not everyone researches things before they spend their money on them, like I do. 

[hookdz]

More details.....

[chapeau-noir]

---

@hookdz wrote:

You're fine and correct. It doesn't say that. I didn't realize that I needed to list all of the things that they can't do. Going forward, I will state that they cannot run the latest version of iOS and they do not come with a charger. I just didn't think to do it because I listed the model number, with that, I can usually figure out everything I want to know about a device. I guess not everyone researches things before they spend their money on them, like I do. 

---

I sell older tech and absolutely you have to explain everything - a lot of your customer base may be people replacing something older that they prefer.  I've been through this a couple of times, and I even include short-form manuals in the listing.  The last time because the individual refused to believe the keyboard wasn't plug and play, they fixated on the packing (I've shipped hundreds of keyboards, which are kind of hard to break) and I couldn't get further with them.  They filed for 'defective.' - have them return and then refund because if eBay steps in, you'll just lose your shirt on this.

PS: No, you are not a loser.  It's just that the learning curve can be kind of steep. 😣 @hookdz