Buyer demanding partial refund for scratches on item listed as used and scratched

[ameliagrace86]

I sold an iPod nano, and the buyer messaged me today saying he wants a partial refund because there are two small "nicks" on the top edge. The listing clearly stated the iPod was scratched, and multiple scratches were visible in the listing photos. I don't know specifically what he's referring to, but you can see multiple scratches on the top edge. I messaged him back and told him that while the description and photos disclosed that the iPod was scratched, he could return it if he was not happy with it but I would not give a partial refund. So far he has not responded.

If it so happens that whatever "nick" he's talking about isn't clearly visible in the photo even though multiple other scratches are, and he decides to open a case against me, is it likely that eBay will screw me over on this? From what I've read so far, I'm not optimistic. 

[southern*sweet*tea]

If he opens a case, tell him to RETURN FOR REFUND and send a prepaid label.  He'll either return it (or something ) or he won't.  If he's fishing for a partial refund he'll most likely go away.

[emerald40]

You are handling it correcty.

Tell him to return for refund.

He is just looking for some money back and if you do not cave in, he will probably go away.

If he opens a case, come here for further advice.

[ameliagrace86]

Thanks for your response. I've been reading other posts and saw this happens pretty frequently, so I'm not as worried about it. I just got stressed out because this is the first issue I've had with a buyer in almost 9 years of selling. Hopefully he goes away.

[shoprosella]

Ebay won't screw you over...but the buyer can by not sending the correct item back.  If the buyer opens  a case select return for refund.   Do not refund until you get your item.  Otherwise just tell the buyer return for a full refund.

[vintagecraze50]

Your buyer may be a professional Ebay partial refund bug. People make a decent living on here asking for partials and not wanting to send the item back. Say "return for full refund and provide the pre paid postage label. See what they do next. Usually the partial bugs go away. They cannot open a case with you if you have instructed them to send the item back for a full refund. Get it back and sell it the next time for more money to cover the shipping back cost.

[ameliagrace86]

Thank you, I appreciate your advice. When I told him he could return it, I said that the refund would be minus return shipping since that is my usual refund policy and I really don't think it should count as being "not as described". I responded quickly without really thinking about it. Now I'm wondering if I shouldn't have done that? Do you think that will make any difference if he's just trying to scam me? 

[vintagecraze50]

If i understand correctly, you told him you were not going to pay the ship back because that is your policy. Good. Now what they may do if they are going to return it is to hit one of the options that hits the "not as described" in order to get the free shipping back. I would not advise you to fight them over this becuase in my experience on the boards these are hard to fight. If you did fight it you would have to have proof in your description that the item was sold exactly as you said which sounds like it was, but Ebay will still probably side with the buyer over their EXTRA SCRATCH that they will say was not seen in the photo blah blah blah. 

[retrose1]

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@ameliagrace86 wrote:

Thank you, I appreciate your advice. When I told him he could return it, I said that the refund would be minus return shipping since that is my usual refund policy and I really don't think it should count as being "not as described". I responded quickly without really thinking about it. Now I'm wondering if I shouldn't have done that? Do you think that will make any difference if he's just trying to scam me? 

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Congrats, you just let the buyer know that you have no idea how ebay works.  And that means that you will be easy to scam.

It is not a good idea to list electronics on a 1 recent feedback id.  In fact it isn't a good idea to list electronics on ebay at all.  You may have 9 years of selling, but ebay chages policies every few months and if you don't have a lot of recent feedback, you make mistakes.

If the buyer responds or files a dispute, it will be a not described dispute, then hit the return for refund button and send a return ship label through ebay.

Do not explain, justify or defend your listing, item or ship methods, when you do that, you give the buy-uh-scammer information they can use against you.

[vintagecraze50]

One more thing--most people are going to send back the item if they are just not happy with it. I am hoping this is your type of buyer and if they do not want it because of the extra scratch, they will just return it to you. They might also just keep it and leave it at that after you told them no partial. Let us all know how this turns out for you. Best to you.

[yuzuha]

Looking at the listing in question, I see that you say in the description that the iPod has minor scratches, but then when I zoom in on the photos, the top part on the back there looks pretty chewed up.  I would class those as way more than just minor scratches and they most definitely needed a close-up photo to make the extent of the damage (even though it may just be cosmetic)  clear to any potential buyer.

[readabouthorses]

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@yuzuha wrote:

Looking at the listing in question, I see that you say in the description that the iPod has minor scratches, but then when I zoom in on the photos, the top part on the back there looks pretty chewed up.  I would class those as way more than just minor scratches and they most definitely needed a close-up photo to make the extent of the damage (even though it may just be cosmetic)  clear to any potential buyer.

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So if we can zoom in and see that damage then should not the prospective buyer do the same and assess the damage?

I think this particular buyer is a reseller and probably does the partial refund thing on a regular basis to cut his costs. He's bid on 335 things in the last 30 days and many were in this category.  No one needs 335 iPods.

[robot-hands]

If you are in the Beta Returns that is how it works.

[yuzuha]

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@readabouthorses wrote:

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@yuzuha wrote:

Looking at the listing in question, I see that you say in the description that the iPod has minor scratches, but then when I zoom in on the photos, the top part on the back there looks pretty chewed up.  I would class those as way more than just minor scratches and they most definitely needed a close-up photo to make the extent of the damage (even though it may just be cosmetic)  clear to any potential buyer.

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So if we can zoom in and see that damage then should not the prospective buyer do the same and assess the damage?

I think this particular buyer is a reseller and probably does the partial refund thing on a regular basis to cut his costs. He's bid on 335 things in the last 30 days and many were in this category.  No one needs 335 iPods.

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I agree that the buyer should have looked closely at the photos.  HOWEVER, OP specifically described the iPod in both the description and in the item specifics as having only "a few minor cosmetic" scratches and no cracks or anything like that.  There was no mention made of gouges/nicks, which is what those scrapes look to be.  In this case I think the buyer does have a case for NAD because damage of that magnitude needs to be clearly disclosed in the item description/specifics.  I can see what seem to be some rather significant nicks on BOTH sides of the iPod-- those are way more than the "minor cosmetic scratches" OP was claiming the iPod had.

[ameliagrace86]

Maybe I should have been more careful about how the scratches were described, but the fact is they were clearly visible in the photos. The top part on the back is not "chewed up", those are areas where small flecks of paint came off. I honestly did think that fit with the description.

This guy is definitely a scammer. I told him on the 8th to return it for a full refund, and he didn't respond. Today he opened a case claiming he never received the iPod, even though USPS tracking shows it was delivered on the 6th. 

I am fully expecting to get screwed out of the money and the iPod based on what I've read in others' posts. I think this going to be the last thing I sell on eBay.