Buyer claims new device doesn't work- it was NIB. Now wants to return

[crocodileave]

I sold a brand new fitbit to someone who immediately started having tech support issues with it. I directed them to fitbit tech support. In addition to having opened the new box, their method of solving their first issue (opening it up) involved something that alters the quality of the device. Now they're telling me it's defective, only tracking some steps and not all. It was a brand new piece. To accept a return here means I get it back with an open box in compromised, now used condition, so I cannot resell in the same condition. This person will have the same use problems with any one they buy. Are my options really just to eat this because I sold to someone who doesn't know how to use the thing? 

[mezcal28]

Unfortunately EBAY doesn't give a poop

[meme6253]

Yep, that about sums it up.

[chapeau-noir]

---

@ittybitnot wrote:

Are my options really just to eat this because I sold to someone who doesn't know how to use the thing? 

@crocodileave 

To what city/state did you ship this product? 

---

?

[ittybitnot]

?

@chapeau-noir 

Are you asking why I posed that question?   I suppose because I wanted to know if this person sent this to a Freight Forwarder.  If that was the case, there is a good chance they could get any "not as described" case dispensed with BEFORE they have to accept a return and provide a label.  

As an example, in the recent thread linked below, the OP did ship to a forwarder, and not knowing DID send a return label.  The issue proceded to "part two" of the scam scenario where the buyer plays the fake tracking/altered label return scam. Though maybe a long shot, just wanted to save this OP the drama. 

https://community.ebay.com/t5/Selling/New-type-of-return-fraud-Bar-code-on-shipping-label-replaced/m...

 

[chapeau-noir]

---

@ittybitnot wrote:

?

@chapeau-noir 

Are you asking why I posed that question?   I suppose because I wanted to know if this person sent this to a Freight Forwarder.  If that was the case, there is a good chance they could get any "not as described" case dispensed with BEFORE they have to accept a return and provide a label.  

As an example, in the recent thread linked below, the OP did ship to a forwarder, and not knowing DID send a return label.  The issue proceded to "part two" of the scam scenario where the buyer plays the fake tracking/altered label return scam. Though maybe a long shot, just wanted to save this OP the drama. 

https://community.ebay.com/t5/Selling/New-type-of-return-fraud-Bar-code-on-shipping-label-replaced/m...

 

---

@ittybitnot  OK, thanks - that's what I thought - I just wasn't sure what would happen after that. Yeah, sending to a FF all bets are off as far as I know.

[inhawaii]

You handle this like any other INAD return ... accept the return.

[johnrj1226]

You need to  read and understand what the eBay Money back guarantee is al about.  Here is the link

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

This trumps any other other protection a buyer might  have.   Most warranties are only good when  sold  through an authorized factory appointed distributor/retailer and might require  proof of purchase -  which you are not.  You bought it and put it in your closet as originally stated.  

Me thinks  you need to advise the buyer to  simply  - RETURN FOR REFUND  - and refund them

BTW a  no return policy does not  mean  the same as no refunds.

[shop4animals]

I had a very similar experience with a Fitbit.  Someone else said it best, you can give a full refund and let them keep the fitbit or send them a return label and give a full refund when you get the item back.  I choose the latter and when I got the fitbit back it was not the one I had sold.  It was rusty on the inside and the one I had sold was new.  That buyer just got a new fitbit for free and I could not sell the one they returned.  I just don't usually sell electronics any more.  This is a good thing to find out about ebay early in your selling experience.  Not always, but usually, ebay will side with the buyer in a dispute like this.  

[ittybitnot]

You handle this like any other INAD return ... accept the return.

@inhawaii 

One should not be in such a hurry.  Actually, there are occasions when "treating it like any other INAD" return is unnecessary and not to your advantage.  

See Message #19 and read the link.  The OP in that thread could have avoided a lot of drama had he/she been aware that there was something else to consider first.   Unfortunately, it does not appear that our OP has answered my query anyway. 

[crocodileave]

It doesn't appear that the state in question is one related to what you're describing, and based on the extensive nature of the support exchanges, I feel doubtful they'd be investing in this extensive a back and forth.

[redlinear]

I'm sure I could make a quite lengthy list of the new items I've purchased.  That didn't work