Buyer claims a problem with an item that sounds like a common condition

[cawley15]

I sold and shipped a DSLR camera lens last week and the buyer let me know they think something is wrong with it. I acknowledge the conditon buyer describes but I never thought it was a problem. The internet confirms it is a common conditon with these lenses as does the store where I bought it, as do friends who have owned the lens. The lens is in very good condition and I cannot find other ebay listings of the lens that describe the issue.

Should I offer a return/refund?

[mtgraves7984 · Accepted solution]

Should I offer a return/refund?

@cawley15 

A slight nuance... you should ask your buyer to open a Return claim. If that happens, refund only upon the item's return.

[cawley15]

Thanks for the quick reply. Here's a much more subjective question: would you acknowledge to the buyer what I described above in the message? "OK, but..."? Basically my gut is that any of these items available on ebay or otherwise, used, may exhibit this condition. It sold for a comparable market rate. 

[donsdetour]

do not bother with what you posted: return for refund is your option. use it.

[a_c_green]

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@donsdetour wrote:

do not bother with what you posted: return for refund is your option. use it.

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Definitely.

Replying with "They all do that" is not likely to convince anyone, especially your buyer. Just say you're sorry that he's not satisfied and that he can return it for a refund.

[johnrj1226]

Simply  say to your buyer "return  for refund" and ask them to open a case - don't get eBay involved as you may not get your "defective" lens back  should you have a "no returns policy".  No returns does not mean no refunds.  Read eBay's Money Back Guarantee - it will trump your "no  returns accepted" policy.

Used items need to be fully functional and operational and  any issues scratches, dings, rips, etc need to be  described and  photographed where feasible.  Read the the Condition Description"  definitions by eBay - just do a Goggle like search thru the "Help & Contact"  tab at the top of your Seller Hub page.

[fashunu4eeuh]

Yes, tell them to return for refund. In the future, all conditions you are aware of with your item need to be disclosed in the listing.

[cawley15]

Thanks for all your replies. I was aware that the lens did what the seller claims it is doing. I just wasn't aware that it is out of the ordinary; in fact, it sounds like it's not out of the ordinary. It doesn't effect performance or photo image quality.

[donsdetour]

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@cawley15 wrote:

Thanks for all your replies. I was aware that the lens did what the seller claims it is doing. I just wasn't aware that it is out of the ordinary; in fact, it sounds like it's not out of the ordinary. It doesn't effect performance or photo image quality.

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May be such: yet item not as described case is what it is.

Does not mater the excuses one gives for it: return for refund if it is worth the extra expense of the return.

Other wise just refund em:

Risk management...

[itsjustasprain]

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@cawley15 wrote:

Thanks for all your replies. I was aware that the lens did what the seller claims it is doing. I just wasn't aware that it is out of the ordinary; in fact, it sounds like it's not out of the ordinary. It doesn't effect performance or photo image quality.

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Not sure what the 'it' is that you are referring to and the description in your lens listing says nothing about it either. This might have been something that would have been worth mentioning as you have a $420 sale but only two lines of description. The first line is just a repeat of the listing title. 

I think for that much money you should be writing much more detailed descriptions. Again you did not say what the 'it' is that your buyer is complaining about so it is hard to say for sure that it was something that should have been in the description. But there is hardly any description at all beyond the item specifics - and more description might have improved your chances of avoiding a return. For now just take it back for a refund.

[johnrj1226]

Here is what eBay says about   Used cameras /Accessories conditions  &  a link  for all other stuff.-

"Used: The item was previously used. The item may have some signs of cosmetic wear, but it is fully operational and functions as intended. This item may be a floor model or store return that was used. See the seller's listing for full details and a description of any imperfections"    Hearsay does not count

https://www.ebay.com/help/selling/listings/creating-managing-listings/item-conditions-category?id=47...