Buyer claiming screen scratch

[loverofwolves]

I’m a new seller. Just selling stuff from my house I don’t need anymore. I sold a MacBook I don’t use at a very fair price. It was in excellent condition with no scratches. Buyer upon purchase starts hammering me with messages to upgrade the shipping. So I actually shipped it to him with faster shipping than my ad offered. I went out of my way to ship it fast.

anyways, he claims it arrived with a screen nick, which I did not have when I shipped it. Item was listed as used. Buyer wanted a return for refund and I told him I don’t accept returns. In all due respect it’s a used laptop it will have minor wear. Here is a photo of the scratch he alleges, which is very minor. Buyer says  he’s going to get ebay involved. Am I okay or what do I do? 

[rebell45]

If you stated in your description "no  scratches" then the buyer has a legitimate beef. If he files a NAD case, you will need to accept the return, send him a shipping label, and refund him when you receive it back.  In a NAD case, eBay's MBG trumps your no return policy. If you do not respond and take it back, eBay will refund his money and tell him to keep it. Plus give you a nice fat defect.

My advice is to sell things like that locally. Buyer sees and tests the item, gives you cash and everyone is happy. Then you don't have to worry about returns, fees or shipping.

[slippinjimmy]

When the buyer opens a Not As Described claim accept the return, your refusal will only lead to greater losses.

[1grandmashope_1]

Send a return shipping label and after it is received refund.

Make sure in the future that your listings disclose all issues big or small.

Best of luck in the new year,

Grandma 

[kensgiftshop]

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@loverofwolves 

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If/when the buyer files an INAD, if you want the item back before having to refund, accept the return and pay return shipping.

If you don't, Ebay could refund them and let them keep the MacBook.

[lamber9347]

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@loverofwolves wrote:

I’m a new seller. Just selling stuff from my house I don’t need anymore. I sold a MacBook I don’t use at a very fair price. It was in excellent condition with no scratches. Buyer upon purchase starts hammering me with messages to upgrade the shipping. So I actually shipped it to him with faster shipping than my ad offered. I went out of my way to ship it fast.

anyways, he claims it arrived with a screen nick, which I did not have when I shipped it. Item was listed as used. Buyer wanted a return for refund and I told him I don’t accept returns. In all due respect it’s a used laptop it will have minor wear. Here is a photo of the scratch he alleges, which is very minor. Buyer says  he’s going to get ebay involved. Am I okay or what do I do? 

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You must understand when you choose to sell on this platform you are bound by the policies. This platform offers a MBG to buyers so your choice not to accept returns is trumped by the TOS. Once a buyer claims an item was damaged you must refund or eBay will do so and take it our of your account. You will also receive a defect on your selling account if eBay has to get involved. Plus they may charge you a $20 fee for getting involved. Your best bet is to have the buyer create a return and you send them a return label. Take back the laptop and either resell it or toss it away. Selling used items online is always a risky business transaction. Best of luck to you.... 

[loverofwolves]

I decided to accept the return but the buyer is still being absolutely ridiculous about buying a used item and expecting it to be immaculate. I digress.. as said above I guess I learned eBays rules the hard way 

[lamber9347]

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@loverofwolves wrote:

I decided to accept the return but the buyer is still being absolutely ridiculous about buying a used item and expecting it to be immaculate. I digress.. as said above I guess I learned eBays rules the hard way 

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Sometimes we have to think in terms of what's in OUR best interest. You made the correct choice and will keep this in mind for future sales. Best of luck to you....

[ronsam-197]

As I understand it, that $20 fee is only levied on charge back disputes.

[femmefan1946]

You can refuse returns, but you cannot refuse REFUNDS.

Tell him to send it back and when you get it, refund him.

Then relist the machine and Block the buyer.

It's not personal, it's business.

You cannot "win " this.

If you do not refund (ON RETURN!!) eBay will . Then the buyer has both the laptop and the money and eBay will come after you for the money they sent him.

And you will have a Defect on your selling account, which can mean higher fees, restrictions to the number and value of listings, or even a permanently closed account.

Get it back and resell it.

[m60driver]

You have no option other than to accept the return and then refund.  Meanwhile, get down on your knees and pray to the gods, both major and minor, that the buyer will actually ship back the same item you sold.  New sellers with low ratings attract scammers like flies to the proverbial dung heap.

[loverofwolves]

What resolution would I have if he shipped back a different item? 

[elferg_1997]

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@loverofwolves wrote:

I decided to accept the return but the buyer is still being absolutely ridiculous about buying a used item and expecting it to be immaculate. I digress.. as said above I guess I learned eBays rules the hard way 

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From your listing: Laptop is in excellent condition. No sticky keys. No scratches on screen. Runs perfectly. I just don’t use it so I’m selling it. 

For a $1,600 even if it's used, most people would expect pristine.

[loverofwolves]

With all due respect this laptop was purchased in 2019 for 2300$. 1600$ is a steal. No scratches were on the screen when I looked. Maybe I didn’t notice something as minuscule as pictured. However it was still listed as used, not new. An item being used for 12 months has wear. If you want pristine you should buy NEW no matter the price 

[lamber9347]

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@loverofwolves wrote:

What resolution would I have if he shipped back a different item? 

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Unfortunately none as then it would become he said/he said. You cannot prove buyer didn't return the same laptop and buyer will deny it. Favor will then go to buyer to keep them happy. I'm not saying I agree with this I'm just saying this is the attitude of this platform....