Buyer is abusing eBay's protections, and is forcing me to accept a return on a non-returnable item.

[michaelbrgmn]

I sold a smartwatch. The item was listed as non-returnable. The seller opened a return claim against me, saying that the item shipped without a band and a charging cable.

The description in the item listing clearly states that the watch does not include a band. After explicitly stating that no band is included, the description goes on to say that the sale includes the watch and a charger. In fact, all of the pictures in the item listing, except one, show the watch without the band. The one picture in the listing that shows the band has a superimposed caption that literally reads "band not included".

Not only was the description abundantly clear about the sale including just the watch and charger, the claim that there was no included cable is false; I did include a cable. Either way, the description made no mention of a cable.

The message the buyer attached to the return claim is equally absurd:

"Missing the cable and band. I am happy to get 21 dollars from you, to test the watch - verify it is working."

What?? What does that even mean? If he thinks he's going to ransom $21 out of me, he's got another think coming. And what the hell is twenty-one dollars, why not 20? So odd.

My reply:

"Hi, thanks for reaching out. The sale included the watch and original charger. No band was included. A generic cable did ship with the watch. I've attached 2 screenshots of the original listing for reference."

He has not responded yet.

I reported the buyer to eBay, but the case is still open.

The eBay rep I spoke to on the phone was completely sympathetic but said that they could not close the return. If he decides to return the item, I'll be forced to give him a refund.

If you're interested, I've included some relevant screenshots.

The Item Description

Of all the pictures in the listing, only 1 had a band. And it also has a caption.

Thanks for taking a look at this post. I'd like to hear what you guys think. Maybe I'm nuts.

[castlemagicmemories]

You're not nuts.

Buyer doesn't get $21.00 to "test" anything.

Buyer's message:

"Missing the cable and band. I am happy to get 21 dollars from you, to test the watch - verify it is working."

Your response:

Hi, thanks for reaching out. The sale included the watch and original charger. No band was included. A generic cable did ship with the watch. I've attached 2 screenshots of the original listing for reference."

[michaelbrgmn]

Thanks 🙂
Aside from that, I don't think I'm nuts in the sense that the description was abundantly unambiguous and that I should not be forced to give a refund.

[annadryl]

I'm afraid that since you listed the item as new/other (when it was opened, used and incomplete) that's the route the buyer will take in a SNAD case. They probably want the $21 for a band to "test" it on their arm. I'd just accept a return and refund them. Yes, the missing band was amply mentioned but the buyer probably didn't read any of it. Sorry this happened.

[castlemagicmemories]

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@michaelbrgmn wrote:
Thanks 🙂
Aside from that, I don't think I'm nuts in the sense that the description was abundantly unambiguous and that I should not be forced to give a refund.

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Hopefully what will happen is the buyer won't return.  

[michaelbrgmn]

You make a valid point re the condition being "new-other". The reason I listed it as such was because it was hardly used and had no signs of wear at all. 

Not sure why I'd accept the return though. Either we can come to a resolution via messaging each other, or the claim will escalate. Then, actual people at eBay can take a look at this whole thing.

[castlemagicmemories]

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@annadryl wrote:

I'm afraid that since you listed the item as new/other (when it was opened, used and incomplete) that's the route the buyer will take in a SNAD case. They probably want the $21 for a band to "test" it on their arm. I'd just accept a return and refund them. Yes, the missing band was amply mentioned but the buyer probably didn't read any of it. Sorry this happened.

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Good catch, good point.  I didn't check the category and that is so important.

[michaelbrgmn]

That would be the best-case scenario.

[castlemagicmemories]

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@michaelbrgmn wrote:

You make a valid point re the condition being "new-other". The reason I listed it as such was because it was hardly used and had no signs of wear at all. 

Not sure why I'd accept the return though. Either we can come to a resolution via messaging each other, or the claim will escalate. Then, actual people at eBay can take a look at this whole thing.

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Ebay stopped mediating these things in June.  If the buyer escalates, you could get a case closed without seller resolution defect.

[radtech1971]

Listing specs say it has a black leather buckle band and the original charger.  But no band and generic charger?  IMHO, just respond return for refund.  If you fight it he will keep the watch and get a refund which eBay will take from your PayPal.  No returns doesn’t mean no refunds.

[michaelbrgmn]

It is a good point. I've spoken with 2 eBay reps so far, however, and that never came up in our discussions. Both were pretty sympathetic to my case, exclaiming that the description was clear.

[michaelbrgmn]

The listing specs are a "template" from eBay. They did not let me list the item without the template. eBay already took the funds from my PayPal and put in on hold. I was assured by the reps that the only recourse he has would be to return the item, they did not say anything about him getting to keep the item and take the money. That doesn't really make sense.

[michaelbrgmn]

What does that mean, just a bad rating?

[mspirit57]

Accept the return.

Buyer is fishing for a $21 refund.  No deal. 

They will most likely not return the item. 

[michaelbrgmn]

If that's the case, why even accept the return (and run the risk of him returning it)?