Buyer returned a tampered with part and is asking for a refund.

[evtunderthesun]

My buyer has returned a car computer that he said the dealer won’t reset due to it being used and when I got it back in the mail the cover to the computer was reversed compared to my selling pictures . The cover is put on by the factory with special screws. I don’t know if the buyer tampered with the insides or not. What can I do, also how can I call eBay to talk to a human?

[gjs_16]

All I can tell you if it were my product it wouldn't matter because no matter why or how a part is returned we have learned to test ALL returns to see if they still work and can be resold.  So yes, certainly the fact that the cover is reversed doesn't bode well, however we have no way to ascertain whether the part still works or not, unless we can somehow diagnose or test it...

That has put us in a dicey predicament in the past, but we learned that if a part can't be tested then it truly can't be sold as "working" either... Unless we knew it to be working, in this case this makes little difference however if we can't test a return then we may just want to issue the refund before issuing the return label and let the buyer keep it so we don't also have to pay the return shipping...

May not have been the answer you wanted, I am sure others will chime in.

[bbravo65]

...I don't think calling CS will help much...

...so many suggested to contact eBay through Facebook is more effective...

...btw, if your buyer file INAD case then eBay will side with them due to MBG policy...you will be forced to refund...

...give that buyer's account name to your BBL...

[downunder-61]

Have they opened a case yet ? or just sent it back themselves ?

You are going to get screwed either way, we all know that.

But buy yourself a little time - message buyer requesting contact details for the 'dealer' they used as they have damaged your item and rendered it unsellable so you need to pursue this problem with them immediately.

Keep all correspondence and you may be able to appeal later if needed.

[mtgraves7984]

What can I do, also how can I call eBay to talk to a human?

@evtunderthesun 

Unfortunately, all you can do is to refund the buyer in full, assuming they claimed 'Not as Described' in the Return.

I don't know if you'll reach a human by phone now, but you can message eBay through their facebook page.

Knowledgeable Reps respond quickly (through email)... you can reply and can even escalate your issue if necessary.

It may take 3 emails to 3 Reps, but if only half a day spent to resolve it... that's not too shabby.

Sorry this happened to you and good luck moving forward.

[evtunderthesun]

The reason for their return was "changed my mind", Does this make a difference when it comes to tampering with a return(computer component).

Is there a phone number to call ebay customer service during working hours?

[katzrul15]

Perhaps the car dealer reversed it trying to install it?

Unfortunately, when a Buyer indicates an item is not as described, E-Bay will require a Seller to accept a return of the item. As a Seller, unfortunately, you owe shipping both ways.

It is unfair to a Seller as the Buyer should have understood the constraints of the unit purchase and install.  E-Bay will not factor that into their decision or Seller expectations.

So sorry.  Good luck/better future sales.

P.s.  As stated UP thread - you can try reaching out to e-Bay on social media.  Based on what you describe, it is doubtful it will be fruitful.  Sorry.

[donsdetour]

ebay has no idea what you send, or what was returned: Its a you say they say thing and both have reason to lie.. Item returned refund.

Refund or ebay will do it for you...If ebay does your metrics will drop.

I would normally say to file fraud and theft but in this case if the numbers match... you got the item back.

You could try civil court...

[downunder-61]

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@evtunderthesun wrote:

The reason for their return was "changed my mind", Does this make a difference when it comes to tampering with a return(computer component).

Is there a phone number to call ebay customer service during working hours?

---

That would normally give you an out, but as you have the item back you do need to refund, not sure how it would work if you refunded partially - less your costs, someone else may know more

@mtgraves7984 

@katzrul15 

You could contact eBay on facebool

https://www.facebook.com/eBayForBusiness

[call*me*alfred-o*]

Had this happen ebay gave all moneys back.

[katzrul15]

If the OP is TRS, he can deduct up to 50% on a remorse return. 

I would want to be certain it is classified with e-Bay it is a remorse return.  Buyer will usually appeal that reduction, but if TRS, e-Bay will back the Seller, including negative FB removal.

Is the OP TRS?

[mtgraves7984]

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@evtunderthesun wrote:

The reason for their return was "changed my mind", Does this make a difference when it comes to tampering with a return(computer component).

Is there a phone number to call ebay customer service during working hours?

---

@evtunderthesun 

Well... it gives you no leverage regarding 'tampering with the return', but you will  be able to deduct the amount of return shipping from the refund, since 'Changed my mind' was listed. That is a remorse return reason.

To expand a bit... if you offered Free Returns, or  if you were a Top Rated Seller (in conjunction with your 30-Day Return policy), you could deduct up to 50% of the refund since a de-valued ('tampered with') item was returned to you.

I happen to be TRS and choose the 30-Day Return policy for this very reason. It's one of the last seller protections left, so I use it... for just such a Return. It doesn't make a seller whole, but it lessens the sting of the refund a bit. Moving forward (and for the long haul), you might want to revisit your Return policy... if this happens rarely, maybe not. 😐

Regarding a phone number to call... No, I know of no number that will assure you'll receive qualified C/S Reps.

[mtgraves7984]

If the OP is TRS, he can deduct up to 50% on a remorse return. 

@katzrul15 

The seller isn't TRS (dang it), but a remorse return always  pays a full refund, less s&h only. 50% is for damaged returns. 😒

[gjs_16]

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@evtunderthesun wrote:

The reason for their return was "changed my mind", Does this make a difference when it comes to tampering with a return(computer component).

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In my experience now would be a good time to "accept the return" since your returns policy states "Buyer Pays return shipping" and this "changed my mind" constitutes remorse meaning buyer pays... Otherwise the buyer might file an "Item Not as Described" and then you will have to pay.
Assuming you want the ECU back, of course.

[katzrul15]

He stated they damaged it in the OP?

ETA: sorry, read they tampered with it/reversed it, so thought he meant it was damaged.