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.

[rugerskick]

This.  Do this immediately.  Plus point out your listing clearly stated it did not come with a charger/power adapter.  The fact the buyer said it didn't, is confirmation your listing was exactly correct.  They have no grounds for any kind of Item not as described case, they didn't read your listing, and then they proved in writing they didn't read your listing to know what wasn't included. 

[rugerskick]

Not in this case.

Sellers listing said no power supply.

Buyer did not read listing.

Item arrives with no power supply.

Exactly as seller described.

Buyer says "no power supply", and totally negates their own INAD claim.

Because thats exactly how the item WAS described.

[rugerskick]

The buyer may or may not be a scammer.

The buyer may or may not have read the listing.

The buyer could be one, or the other, or both.

[stephenmorgan]

I think eBay is just as much responsible for the misunderstanding of a listing as is the buyer.  eBay puts advertisements on the listing page of the item your looking at and this can confuse the listing.  The Item Condition is at the top of the page and a lot of information can be put into that box.  But you also have to scroll down past all the advertisements of similar products to get to the item Description.  I think many people believe the Item Condition is all the information available and do not go to the Item Description before they order.

Why the advertisement you are paying for can not be the only thing on your listing page?  There is plenty of opportunity to advertise prior to looking at your page.

[ibuyoldstuf]

DreaminCali,

That's the Clearest most Succinct Description of eBay Policies, Procedures & Company Dismissiveness I've Read to Date.. I don't know whether to Thank You or Start an eBay Revolution! 

Very Well!

[onlinecentral]

The best way to minimize your loss is to Accept the Return and issue the return label. That way you have some chance of getting the laptop back.

There have been plenty of discussions where:
The seller contacted eBay and thought the matter was closed in the seller's favor. Then the decision was reversed in the buyers favor and a refund was forcibly given from the seller's account.
Otherwise, the seller thought the matter was closed in the seller's favor. Then the buyer pursued a claim through their credit card.
In both of those cases, a refund was forced and the merchandise was Never Returned.

[stainlessenginecovers]

If the buyer hasn't opened a case yet- why not just buy a 'charger' and ship it to him (offer that?). 

In the future, Open Box is NEVER missing parts and to sell a $2000 computer with no charger is not a good idea whatsoever when you easily could have purchased a replacement charger prior to listing/selling.

Also, there is a lot of misinformation here. 

1.) Do NOT escalate to ebay, the buyer ALWAYS wins in a 'not as described' (which missing parts is the same) return case

2.) Ebay will NOT charge you $20 for anything-that is only if the buyer opens a 'charge back' with their credit card company

3.) If a case has not been opened, do as I suggested and try to 'negotiate' with the buyer

4.) if a case HAS been opened, a NAD return is NOT PROTECTED because the buyer used a 3rd party, as was confirmed by an Ebay Employee that used to walk these halls, a couple years ago. NAD is NAD and everyone on the planet is covered regardless the 'shipping' system used. 

[sextons-sweet-deals]

I would say the buyer is a scammer. Wonder how they received 1000+ feedback and exactly how much of that feedback is as a seller and a buyer. 

Buyer's fault if they used their phone and bought. That is a big issue these days. I don't know if the eBay app is really functional or the site itself using the internet by phone. I have read many posts about people complaining using their phone. Listing / buying / selling. 

Just can't believe a buyer would open a case just for the charger! If I was and rich and a gambler, I would bet a million dollars that the seller will not get the exact same item back if they accept return. 

The only other advice to the seller is along with reviewing buyers' feedback, Google Map the address you're shipping to in the future. 

best wishes on this!

[aproudparent2010]

Does this item normally come from the factory with a charger?

Open Box:

An item in excellent, new condition with no wear. The item may be missing the original packaging or protective wrapping, or may be in the original packaging but not sealed. The item includes original accessories. The item may be a factory second.

[reallynicestamps]

Thank you @cardxcraft this is much better than my usual boilerplate.

EBay seems to have smartened up since I copied mine a few years back.

[gemarakop_trading]

accept the return fight after the laptop is safely back in your hands

[ms.rodriguez*]

Why don't you contact Ebay via Facebook and explain what happened and hopefully they can close the case in your favor.  I know that the buyer does not  do a chargeback .

[ibuyoldstuf]

I'm With This Feller!

[rugerskick]

Technically it does not say the item includes ALL original accessories.  

Or,

"Includes original accessories" may not be identical to "Includes all original accessories".

Factory seconds also may not have all original accessories.

[ibuyoldstuf]

Google Map the ship to address,, Smart & Simple,  If it was a snake it would have bit me.. Just shows how out of touch I am with Personal Responsibility that I Preach.

Another Tool for the Tool Box,

Thanks S-S-D