Buyer Claims Missing Pieces

[keagachane0]

Hello, I have recently sold an item that was listed as used, and had pictures of the item listed...It was an auction and I have no returns listed. The buyer received the item and is now claiming it is missing pieces, a handle. The item was not purchased with a handle so there was never a handle nor do the pictures show a handle. I have asked the buyer to send the item back to me no worries, I will list it again. However this doesn't sit well with me because the item is used, and pictures showed the details of the what the buyer would receive. It now sounds like I am going to be out the return shipping back to myself. I have told the buyer to send the item back to me, but did not mention I would provide a label for the buyer to do so. I am just looking for some advice on this as I feel the buyer is stating I did not include a piece that a brand new item would have included, however my item was not brand new.

[fern*wood]

Does the item include a handle if it is new?  If I know something is missing, I try to mention it, but with used items we don't always know.  Regardless, did the buyer file a not as described return?  If so, then you are required to pay all shipping costs. 

[myescape]

If buyer opened a return request for not as described and you have agreed to accept return you must do so.Not as described  automatically puts return cost on you.

[dtexley3]

Unfortunately eBay states that if you list an item as "used" it's still expected to be in "working" condition.  (And they no longer honor the "for parts only" status in categories that allow it).  You have to clearly state that their are parts missing and what they are, and even then, ebay will allow the buyer to claim "Item Not as Described" (INAD) and request a return.

If the buyer opens a return request you will have to either let eBay send them a label (at your expense), send them a label yourself, or allow the buyer to keep the item and refund them.

It's the eBay way....

[dhbookds]

That's one of the problems in selling used......to be accurate, you need to know what the original item "had".......  and if it's not included that needs to be stated if the description is going to be totally accurate.   Obviously, that can be hard, especially if the item is much older.......

I believe the Blues have said that a missing piece is a viable reason for returning an item as a SNAD.........

[fern*wood]

Did you also buy this item used?  You only had three photos, but when I compared your item to others, it looks like that handle might be important to using the item.  I see a hole where it might have originally been.  If I'm correct, it should have been mentioned and I believe it is not as described due to this omission.

[keagachane0]

No, not always. I purchased the item brand new and no handle was included. Some versions do include a handle. It wasn't missing in my eyes because it never had a handle. The buyer has requested a return due to "Missing parts or pieces".

[scratch*post]

You used the model number in your title and that model does include the handle. 

It's important to list what's wrong or missing on used items, but even then you will get some buyers that don't bother to read and still get a SNAD return.

[keagachane0]

Thanks everybody, I do believe I am at fault for not saying a handle was not included but it was never included so I didn't think to mention it. Its just that shipping things back and forth basically cuts into the profit as you all know. I will accept the return at this point and get the buyer a label. I must chalk this up as a lesson learned but its a flaw and the seller gets the hit. This is only the 4th item I have sold, but don't think I will sell anymore due to the fact that so many people abuse the return system like they would a Wal-Mart or big box store. Once I receive the item back I will list it again, but for my sake, I will input in the details the handle is not included! Thanks for the quick responses.

[*madison]

I've researched the model number and the UPC number you provided on the listing, and the item should have a handle that slots in on the side..

[biutvzniz_0]

a) Doesn't matter, simply accept the return, issue a label, and when you get the item back refund the buyer.

b) Things tend to go easier for sellers who "accept returns 30 days"

[keagachane0]

So am I good to use the model number when I relist it? Just state in the title missing handle?

[dakno-5755]

No, find the proper model #

[keagachane0]

The model number is correct as it was originally posted. Its the same model as the one with the included handle, mine does not have the handle however...