Buyer claimed that item I have sold has missing parts or pieces

[ahma-shei]

I sold a laptop to a buyer that had over 1,000 positive ratings and all seemed well.  I sold a laptop for over 2k, made sure to take photos add signature and insurance.

After 20 days of the buyer receiving the product they message me along the lines that I didn't send the laptop charger. When in the listing I clearly stated that "Their is no charger included as this is an open box device". I also said that everything you see is what you get.

Right after that the buyer opened a missing parts return saying " Seller announced the item as new, in the box and opened only for checking, upon arrival I discover that it does not come with the charger and the same will not be responsible since this item costs an average of $ 120 dollars. ". I was very clear in my listing as the laptop is new and you get what you see in the photos.

I messaged the buyer saying what I have said and that I was clear etc. and the photos etc.  After doing more research I found out the buyer used a reshipping service to ship the laptop outside of the States all the way to Brazil. I don't know if that helps my case or not. It has been almost a week and the buyer has not responded to the messages I sent in the return and I don't know what to do at this point.  I don't want to lose out and eBay decide they keep the item and refund them. 
 These are the options I have from eBay ,

Accept the return

Give a full refund

Offer a partial refund

Send the buyer a message

Ask us to step in and help

Any suggestions on what to do in this case would be greatly appreciated.

[krazzykats]

Accept the return.

[ahma-shei]

Yea from everything Ive read it seems like that is the best option. 
But, If i were to ask eBay "Ask us to step in and help" would they help me or just side with the buyer? 
As much as a I don't want to be scammed and lose out on over $2k is their anyway eBay would side with me so I don't have to pay for the shipping and then have to relist the laptop.

[cardxcraft]

The topic regarding a buyer using a freight forwarder has been discussed at length here (Ebay Forum). 

Buyer loses Money Back Guarantee (MBG) when using freight forwarder services.  

[caldreamer]

Unfortunately, you don't have any good options.

Because customer opened case "missing parts" (you are at fault) and must refund (purchase price + shipping BOTH ways).   And if this person if a "scammer" they will just refund "piece of junk" so tracking# will prove delivery (EBAY does care what is inside the package).

Don't ask EBAY to "step in" they will charge you additional $20 penalty and always rule in favor of customer.

If you refuse to "accept return" EBAY will do it for you (and allow customer to keep your item).  Also you will get a "defect" on your account for not following the rules.

Also customer can contact their Credit Card Company and "reverse payment" (keep item and your money). 

It is very risky to sell "high value" items because there are many different types of scams going around.  Sadly, if you get scammed EBAY will not protect you.

[cardxcraft]

Do not accept the return...There are too many ways for the buyer to use a scam... having a cheap item with tracking sent to you from Amazon or some other site.

Contact Ebay and let them know that the buyer used a freight forwarder.

[reallynicestamps]

Ask eBay  to review the case AFTER you have sent the return shipping label.

I found out the buyer used a reshipping service to ship the laptop outside of the States all the way to Brazil.

And the return label goes to the address you shipped to, not to the address in Brazil.

FREIGHT FORWARDERS
 
Now -- if the GSP is not involved, but the buyer uses a freight forwarder, does the seller provide Return Shipping from the forwarding address or from the buyer's address?
Oooh this is a good clarification question @femmefan1946! A seller is only required to provide return shipping from the buyer's input address at time of checkout - that goes for any return where a seller provides shipping ('free' returns, etc).
 https://community.ebay.com/t5/Selling/All-Items-Are-Free/m-p/31966203#M1772511
Message #20 from tyler

So buy the Return Shipping Label and send it as a pdf to the buyer in Brazil.

It's up to him to get the laptop to his forwarder and persuade the forwarder to act promptly to use the Shipping Label and to act within the period eBay allows to complete the Claim.

Keep in mind that he can also make a claim through Paypal (if he used it) or his credit card and those deadlines could be as much as 180 days from payment.

Your prompt action with eBay (sending the shipping label and requesting the return) will help a lot there and eBay will give you some backing on the claim.

[cardxcraft]

 https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[reallynicestamps]

Buyer loses Money Back Guarantee (MBG) when using freight forwarder services.

Basically yes.

But only for proof of delivery.

The question here is a claim of Not As Described.

Put on your buyer hat and think about a buyer who is scammed by buying a $500 purple doohinkle from an overseas seller and receiving a pink counterfeit  doodoohinkey worth at best $5.  Should he not be protected from the crooked seller?

The seller's protection here is the difficulty of returning the item when there is a freight forwarder involved.

[cardxcraft]

Read my posts above.

My advice: don't do anything in regards to accepting a return, etc.

Contact Ebay before you do anything.  If you accept the return first,  there is no going back and you leave yourself wide open to losing your item.  I'm not saying the buyer is a scammer, but you need to CYA first.  

Good luck and I hope everything works out for you.

-Aaron

[stephenmorgan]

I don't know if it is a scam or not.  Usually the scams do not have a legitimate complaint and they will have some inexpensive item shipped to you from within the US.

The buyer will have to return the item to where you shipped it order for your return label to work.  So they would have to pay this cost.

Would it be more cost effective for you to offer a partial refund?  Maybe split the cost of the charger? 

[cardxcraft]

Read the attachment:  it's regarding items not matching description, aka INAD.

[albertabrightalberta]

---

@reallynicestamps wrote:

Buyer loses Money Back Guarantee (MBG) when using freight forwarder services.

Basically yes.

But only for proof of delivery.

The question here is a claim of Not As Described.

Put on your buyer hat and think about a buyer who is scammed by buying a $500 purple doohinkle from an overseas seller and receiving a pink counterfeit  doodoohinkey worth at best $5.  Should he not be protected from the crooked seller?

The seller's protection here is the difficulty of returning the item when there is a freight forwarder involved.

---

This is incorrect. MBG is forfeited and not just for non-receipt. 

There's no way of knowing how the FF handled and packaged the item before sending it on to the buyer. Buyer loses protection.

[albertabrightalberta]

 Adding to my previous post, here's the policy:

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[stephenmorgan]

Wow, with that the scam can work in reverse.  If a item is known to be going to a Freight Forwarder anything could be sent and the freight Forwarder would accept it and send it on its way.