Buyer is trying to return order they say is faulty.

[rjm-3723]

I sold a 1300 computer I wasn't using anymore. I listed all the specs and under condition it said used and nowhere did I put that it was perfect condition. Buyer pays and is really pushy but gets the order and someone with a different name picks it up. A few days go buy and they are now saying that there are tiny tiny dents marks on the corners which I don't remember if there were which is on me. They are asking for a refund saying the product is defective and telling me that I told them it was in perfect condition which is said nowhere. Any ideas on what to do?

[caldreamer]

EBAY 30-Day Money Back Guarantee (supersedes "no returns" policy) and allows customer's to lie and claim (not as described, counterfeit, defective).    You will be forced to refund (purchase price + shipping BOTH ways).   EBAY does NOT require customer to prove their claims.   EBAY always rules in favor of the customer (even if they return an "empty box").

If you refuse to accept the return (EBAY will immediately take your money and refund customer).  EBAY will allow the customer to "keep your computer" and you will get a "defect" against your account.

Sorry this happened to you but their are many scammers on EBAY wanting to get stuff for free.   

[dbfolks166mt]

     As caldreamer noted accept the return and send them a return shipping label, refund once you have the item back. Hopefully you get back the same item you sent. Cell phones, computers and other electronics are among the scammers favorite targets, especially when it's a new seller. 

[mam98031]

@rjm-3723 

Tell your buyer to open a Request for Return.  Once they do that, you will send them a return shipping label so they can easily ship it back to you.  You need to state this in an email to them so you are on the record offering this.

A no return policy does NOT matter if the buyer says there is a problem with the item.  You will be required to process a Request for Return and pay for the return shipping.  Don't fight it.  Then you could end up with no product back and Ebay may force you to refund the buyer without getting your item back.  So do this the easy way.  Tell them to open a Return for Request.

One thing I tell all sellers that sell stuff that have serial numbers.  You should ALWAYS post a picture of that serial number in the listing for the item and make sure the serial number is stated in the listing too.  It can help protect you so you get the right product back.

DO NOT REFUND the buyer until AFTER they open a Request for Return and you actually get the item back.  No matter what the buyer tells you or threatens, don't do it.  If they get pushy with you, come back here and let us help you.  They have no way to force you or get Ebay to force you to refund if they don't open a Request for Return.

"Buyer pays and is really pushy but gets the order and someone with a different name picks it up."  What does this statement mean that you posted?  ONLY deal with the buyer who purchased from you, no one else.

[chapeau-noir]

You have a no returns policy - I suspect they changed their mind for whatever reason and are using this excuse to force a return. Doesn't matter who picks it up - the person who purchased will need to file for a return and you'll need to accept it - this extraneous person is irrelevant and can't file.

Electronics can be tough - I've done ok with them but have been selling here forever - upthread is correct - it's hard for new sellers.

Hopefully you'll get your unit back safe and sound.

[mam98031]

@rjm-3723 

This is some information you should read through carefully so that you make sure you understand what your return policy really means.

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. AKA Free Returns
6. 14 Day returns in certain categories

With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request.  Or if they want to, they can accept the return and have the buyer pay the return shipping.  If the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return.  Plus, if the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they use options 4 or 5 as their return policy.

On options 4 & 5 above, they are also known as Free Returns.  If a seller that has either of those policies, they will pay the return shipping even on a buyer's remorse return.  A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping].  Also, Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below.  In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.

ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception.  Even if they are improperly filed and should have been a Buyer’s Remorse claim.

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.

For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.

[johnrj1226]

A used item must be fully functional and operational and defects like small dents/scratches needs to be described in words and  clearly photographed.  Specifications are just part of the descriptions.

check this out by category -

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

Cameras & Photo, Cell Phones & Accessories, Computers/Tablets & Networking, Electronics, Home & Garden, Musical Instruments & Gear, Headphones, Portable Audio & Home Audio, Video Game Consoles, Smart Home

[pickapaper]

One thing I noticed is that you used AI to write your description.  This describes the machine with flowery words and makes it sound like a new machine.   Most people hate AI descriptions because they really don't say anything important.

YOU need to write your descriptions,  giving the true description of the item.  For a used machine, you need to mention anything and everything that could be construed an issue for a buyer.   Describe it like there are no photos and you want the buyer to know everything about it.   Just saying "used" as the condition says absolutely nothing. 

One other thing, you appear to be a new seller selling expensive electronics, and that puts you as a prime target for scammers.  It might be better for you to sell less expensive items for a while until you get some knowledge and experience under your belt. 

[ittybitnot]

@rjm-3723 

To what city/state did you ship the product?  Is your buyer's ID registered in another country? 

[luckythewinner]

---

---

they are now saying that there are tiny tiny dents marks on the corners which I don't remember if there were which is on me

Yes, that is on you. Did the buyer really use the words "tiny, tiny dent marks" to describe them, or is that just your characterization of them?

and telling me that I told them it was in perfect condition which is said nowhere

Failing to disclose defects is misleading.

The condition that you chose says "See the seller’s listing for full details and description of any imperfection", and your description did not contain details and description of any imperfection, so one could argue that the buyer was justified in expecting an item without any imperfections.

[jerseyboymusic]

OP says that someone with a different name than the person who purchased it picked it up. Hoping @rjm-3723 scanned the QR code the person who picked it up provided. BUT the listing doesn't show local pick up so this is confusing

"No Returns" doesn't mean anything. Have the buyer bring it back to you (since it sounds like local pick up, but not sure).

[sextons-sweet-deals]

how and why would a different person pick it up?

If I was selling an item of this cost, it would be pick up only and pay in cash after buyer's inspection. Would also entertain meeting at local police station. Many offer such meeting places. 

[mam98031]

---

@jerseyboymusic wrote:

OP says that someone with a different name than the person who purchased it picked it up. Hoping @rjm-3723 scanned the QR code the person who picked it up provided. BUT the listing doesn't show local pick up so this is confusing

"No Returns" doesn't mean anything. Have the buyer bring it back to you (since it sounds like local pick up, but not sure).

---

I agree and I asked the same question in my earlier post.  The OP hasn't come back yet to participate in the thread.  But I found that statement really curious.

[pickapaper]

@jerseyboymusic , @sextons-sweet-deals, @mam98031 

My guess would be that since the package was over $750, @rjm-3723 probably sent it with signature confirmation and someone other than the buyer (like a spouse or relative) went to the post office to pick it up and sign for it, or was at the home or place of delivery and signed for it if it was delivered there.  

[jerseyboymusic]

@pickapaper that makes sense, but unless the USPS has REALLY relaxed things, ONLY the person who the package is addressed to can sign for it and pick it up. Maybe at some point @rjm-3723 will come back and explain a bit more