Buyer wants to return a freebie for refund

[thefiveandten]

I sold a set of 3 unopened, all-in-one, somewhat hard to find ink cartridges for an old printer.  When I packaged them I threw in a baggy 2 partially used cartridges because at least one of them still had a lot of prints and I know these are no longer produced. These two used cartridges were not a part of the listing in any way and I added a note that one had only been used for one photo and the other may or may not have prints left.

Almost 4 weeks later the buyer opened up a case stating that one of the cartridges that had arrived open had no prints.  She wants me to replace it with a new, unopened one or return it for a refund.  

I responded by asking her if she was talking about the used cartridges I added for free that were not a part of the listing.  She has not responded.

She may not have the original 3 unopened cartridges. If she has used them she will be unable to return them.

I'm not looking to fight the system here as the refund is only about $15.  I just want to know if I'm better off waiting this out or just refunding and moving on.  

Thanks in advance for the taking the time to help.

Also, I am not a new seller but this is a new account and this was my first and only sale on this account - in case that makes a difference on what my best course of action should be.

[stanleysoverstock]

BBL

[chapeau-noir]

Almost 4 weeks later the buyer opened up a case stating that one of the cartridges that had arrived open had no prints. She wants me to replace it with a new, unopened one or return it for a refund.

Dear So and So -

Thanks for contacting me(us) - the above cited cartridge along with the other open cartridge were included for free in case there may be prints left on it you could use. There would be nothing to refund or replace since they cost nothing.  Thank you, Seller.

[ed8108]

You did nothing wrong, some people are more demanding & just harder to please than most.

Buyer is entitled to a zero dollar refund on a free item.

[thefiveandten]

Thank you for your help.

I do know that the buyer is not entitled to a refund on a freebie but since they opened a SNAD case won't eBay make me refund her anyway, no matter the facts?

If I let it just run out will a case closed without resolution count as a defect? And if so, how will that look on a brand new account?

Thanks again.

[inhawaii]

I would offer her DOUBLE her money back on the used cartridges.  

Reminds me of a refuse company here in Hawaii who used to have the slogan: "Satisfaction guaranteed or DOUBLE your garbage back."

[gwzcomps]

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@thefiveandten wrote:

Thank you for your help.

I do know that the buyer is not entitled to a refund on a freebie but since they opened a SNAD case won't eBay make me refund her anyway, no matter the facts?

If I let it just run out will a case closed without resolution count as a defect? And if so, how will that look on a brand new account?

Thanks again.

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Definitely don't let eBay decide in their favor.  Don't give in.  If you don't like their demands make them ship them all back for a refund.  The only thing you can do with these kinda of people is make them work for their money.  That defect won't look good on your account, and you will lose your money either way.  Better off making them return everything.

Also link to blocked buyer list 😉

https://offer.ebay.com/ws/eBayISAPI.dll?bidderblocklogin

[gwzcomps]

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@inhawaii wrote:

I would offer her DOUBLE her money back on the used cartridges.  

Reminds me of a refuse company here in Hawaii who used to have the slogan: "Satisfaction guaranteed or DOUBLE your garbage back."

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Honestly depending on what double your garbage back entails that could be fun 😄

[mam98031]

Boy that placed you in a difficult position.

Now that you responded to the claim, they can ask Ebay to step in at any time.  

It may be that they are embarrassed to write back to you after your note as they realized they were complaining about something they didn't pay for in the first place.

But they may ask Ebay to step in and if they do that, Ebay will rule in their favor without regard to the facts.  You will get a defect and they will force the refund.

But then again, the buyer may just go away and the claim will age out.

I don't know if it is worth it to wait or just refund and move on.  If it were me, I'd probably refund and then report the buyer for abuse of the return system as they are referring to items not paid for and added as a freebie to the lot.

[denim-topia]

Op, I've been with eBay since 1998, not this I.D., and sadly, bitterly, stopped including
*freebies
*gifts
*cordial thank you notes
*fancy ($) wrappings
It was like the gifts fell off the edge of the earth. Crickets.
I decided what people really want is what they ordered. Zip. Nothing else.
I'm sad this happened to you, it would have been super if she'd responded "oh, thanks for the extras! One worked, the other didn't but so nice of you." Can you just pretend this WAS her response?

[thefiveandten]

1999 here.  I have never added anything extra into a package before - this was a first. I just hated the thought of tossing them when I knew she could likely use them.

I've learned my lesson.

However, I used to order craft items from the same eBay seller because she always threw a random trinket in the box. She had a repeat customer because of it so sometimes freebies do work.

[thefiveandten]

I am of the understanding that if I don't respond to the claim eBay will automatically refund her.  Is that not true? Is there another option?

[mtgraves7984]

It's 'trite' and true... No good deed goes unpunished.

[fashunu4eeuh]

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@thefiveandten wrote:

I am of the understanding that if I don't respond to the claim eBay will automatically refund her.  Is that not true? Is there another option?

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Hi, you will need to refund since it is a SNAD case and will get you a defect if you don’t. But after you refund, you need to appeal since the buyer is confused and this never should have been opened. During the appeal, send eBay your proof that she did not pay for the free things, and make your persuasive case. Below is the policy with info on appealing. Good luck to you. Let us know what happens.

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

[fashunu4eeuh]

Oh, be sure to wait to refund until you get the items back. (I know you know this, but others reading your posts may not be familiar with the proper steps to take.)