Buyer asking to return item from a brand new seal item.

[chphan]

Hi, I need some advice on what to do. 

I sold a brand new sealed ps2 game with a new guide. It arrived back in May which the buyer got. 

Now out of nowhere I got a message saying he like to return it because it arrived damage. When he broke the seal and open the game, the case had a weird warp to it. When it was sealed in plastic the case was fine and intact. It appears that once you break the game out and open the case the case became warp. this looks more like a manufacturing defect of a bad case as oppose to it arrive damage. the bad defect probably was sealed up due to the game being new and sealed. But now the seller wants me to be responsible for it and claims it arrive damage. 

My issue is that he broke the seal and now wants to return a game with manufacturing defect. How am I responsible for that? There's no way for me to know that there was case warp manufacturing defect on it. I can't even resell it because the seal is broke and the value from a new seal game is gone and add into a defect case. what can I do?

[pikabo-icu]

Sorry but you'll have to tell them to return for refund, unless it's been more than 30 days..

If it's within the 30 day window have them do a return through eBay.

If they open the INAD case, you have to pay for the return label and have them return or eBay will refund them and let them keep your item. 

[stainlessenginecovers]

Looks like you don't accept returns, so just see if the buyer opens a 'return' case and see what the reason is (if they use 'not as described' or 'arrived damaged', something to that effect, then you have to refund them; it's up to you whether you want to pay to have it shipped back, which under this reason, you would have to pay for and provide a return label.

Being opened to then find the damage is not a 'thing' in this case.

[chphan]

My issue is that this doesn't seem like it has anything to do with me selling him a bad item or item was damage from shipping or item wasn't describe since it was brand new and perfect.

Since he broke the seal and open the case up the game case warped. If he hadn't broken the seal the case would still be new and intact. It's more of a common game cases warped/ bowing outward issue. Most people would and can easily find an older case $5-10 to just switch out to solve this problem. this person waited 4 weeks to whole month to decide to report this. How do I know he didn't just finish playing the game and now wants his money back...?

Isn't it the same with stores? Even at Best Buy if you break the seal of a Blu-Ray or video games, they won't accept the return. 

[pikabo-icu]

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@chphan wrote:

My issue is that this doesn't seem like it has anything to do with me selling him a bad item or item was damage from shipping or item wasn't describe since it was brand new and perfect.

Since he broke the seal and open the case up the game case warped. If he hadn't broken the seal the case would still be new and intact. It's more of a common game cases warped/ bowing outward issue. Most people would and can easily find an older case $5-10 to just switch out to solve this problem. this person waited 4 weeks to whole month to decide to report this. How do I know he didn't just finish playing the game and now wants his money back...?

Isn't it the same with stores? Even at Best Buy if you break the seal of a Blu-Ray or video games, they won't accept the return. 

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@chphan 

"How do I know he didn't just finish playing the game and now wants his money back...?"

You don't..  In fact, they may have.. 

Yes it may be true for Best Buy but this is eBay..

Sadly, if the buyer files an item not as described, within 30 days, you will need to refund with or without a return. If you want the item back, you will need to accept the return & issue a label, in the case if buyer files one.

It may be a manufacturers defect but eBay doesn't care.. Further if you make eBay refund the buyer on an INAD case- you will get a defect on your selling account in addition to losing the item and the money.

I'm sorry.. It may not seem fair, it often isn't fair but that's how the MBG works on eBay..

[kensgiftshop]

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@chphan wrote:

My issue is that this doesn't seem like it has anything to do with me selling him a bad item or item was damage from shipping or item wasn't describe since it was brand new and perfect.

Since he broke the seal and open the case up the game case warped. If he hadn't broken the seal the case would still be new and intact. It's more of a common game cases warped/ bowing outward issue. Most people would and can easily find an older case $5-10 to just switch out to solve this problem. this person waited 4 weeks to whole month to decide to report this. How do I know he didn't just finish playing the game and now wants his money back...?

Isn't it the same with stores? Even at Best Buy if you break the seal of a Blu-Ray or video games, they won't accept the return. 

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None of that matters if the buyer says its damaged and files an INAD.

Once they file, you'll have to accept the return or refund the buyer without returning.

[chphan]

I'm starting to understand that. This person seem to waited exactly close to the 30 days return to file a case which I find odd. And if he was someone that was truly happy with said game, he could easily find/buy a cheap ass common ps2 game for $5-$10 locally or anywhere and just replace the warp case with it. We gamers do that all the time when we have a crack case or a bad case that is broken. Find a cheap $2-5 dollar game and just swap out the case. 

[bbravo65]

...accept his request for return...let wait until you get back your item then refund...put his name on your BBL list...(if you still want to sell on eBay, otherwise...you can keep ignoring him but also prepare to get boot out from this selling platform...)

...this is eBay's market, not Best Buy, not Fry's Electronic, not WalMart or Target...sad but true...!

[chphan]

I'll offer a partial refund for him to purchase a replacement case that you can find anywhere or another cheaper game to swamp out the case and see. If his issue is because it's the case then I know because the disc/manual themselves should be fine including the strategy guide. Even his pictures is that of the warp case. 

[bbravo65]

...I hope that works out for you...good luck...

...let us know the outcome...thanks...

[rosachs]

If he opened a case after 30 days, you may be able to decline.  HOWEVER - that does not stop the buyer from filing a chargeback for a defective product with his/her credit card company.  Winning those is uncommon -- not totally unheard of, but uncommon.

B&M retailers have to deal with the same issue - buyer purchases, plays, then returns.  If the B&M won't accept the return, they file a chargeback.  Supposedly the CC companies track chargeback activity and may close your card if it becomes excessive (like how Wal-Mart is supposed to ban you from their stores...unless you spend cash and wear a baseball cap).

It bites.  But the actual issue is that most people don't do this -- due to USPS delivery delays, I've been dealing with a LOT more Customer Service in the last 12 months, and by-and-large most folks are decent and things work out OK.  Some can be cranky - I address the issue and try to leave the emotion behind.  Some are just out to rip you off... they're the ones who commonly (but not exclusively) yell and scream and threaten to contact eBay and basically just push all your buttons.  If you blow up, they win, or so they think.

That's why eBay has the BBL.  I had one buyer yell at me because she couldn't buy more weave product from our store, how dare I exclude her!!  So I copy/pasted the critical line from the last time she tried this trick on me, stating that she "will never buy anything from you again!!".  Never heard back after that.

I only recently realized that I've been doing retail sales since the mid 80's, when I first started buying/selling via my BBS and FIDOnet!  Things were different then, true, but some things never really change... they just get more "in your face" about it.  I think these buyers think they are anonymous because they use a made-up member ID....forgetting totally that you just mailed something to their physical address.  🙂  Yeah...not the brightest bulbs in the box.  🙂

It stings, it feels so wrong, and it's going to happen again some time.  I've added a small amount to each of my listings that I call my "insurance".  When a sale gets messed up or goes sideways, those nickels and dimes help me recover the cost, which helps reduce the sting.  B&M retailers do it all the time -- why do you think their prices are so high and their goods so cheap?  🙂

Welcome to the club!

-Bob.

[chapeau-noir]

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@chphan wrote:

I'll offer a partial refund for him to purchase a replacement case that you can find anywhere or another cheaper game to swamp out the case and see. If his issue is because it's the case then I know because the disc/manual themselves should be fine including the strategy guide. Even his pictures is that of the warp case. 

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@chphan  That's what I would do.  Hopefully they'll be cool with that.  If not, I would take back the game and get a new case for it myself and try to get something for it.

And yeah, I know, they waited almost 30 days.  Online sales can be really aggravating.

[chphan]

What does the after 30 days mean? after 30 days he received the item or after 30 days that he paid the item or won the item? And does the 30 days include the weekend?

I don't sell as a living. this was a brand new sealed game from gaming hobby years ago so I wasn't too keen on getting rid of it. I only did it because I never had time to play it and it was just sitting there. To see him show me the case of the seal broken with the case warp and claiming that the only reason why he wants to return the the entire game and brand new strategy guide seem off to me. The warp case had no effect on the game/manual or guide. It's can close and hold the game. Just a cosmetic look. Something that can easily fix by buying any used cheap ps2 game for $5 or so. Why want to return the actual game?

[bbravo65]

...I think the guy wanted to return after 30 days playing your game and...may be, already made a copy of it...

...I don't think anything else about the cosmetic damages of the case...