Buyer wants to return a product sold as "new" in "used" condition. Suggestions?

[za.smzsm.ufbiio9]

Hello!

Need some quick advice.  I sold a NEW Ring Doorbell to buyer.  Buyer could not get it to connect and said that Ring customer service was "useless".  Now he wants to return the formerly new product in used condition.  Any suggestions on how to handle?  If I allow return I either a) could not sell the used product or b) IF I was able to sell, it would be for much less than what I sold it for new.   

Any suggestions on how to handle?

Thank you!

[mtgraves7984]

If your buyer has opened a Return request... approve it and refund the buyer in full only when the Ring Doorbell comes back to you . It doesn't leave you in the same position you were in, but at least you'll have a Used Ring Doorbell to sell... relist it and hope for the right buyer.

If you don't approve the Return, eBay might step in and refund on your behalf without requiring a return at all.

[kensgiftshop]

@za.smzsm.ufbiio9 

If the buyer is saying it's defective, you either refund the buyer and let them keep the item, or accept the return, pay return shipping and refund once something is returned.

[johnrj1226]

New and used(pre owned) items sold need to be fully functional when delivered.  The only way to see if an electronic device  is functional is  plug it in and see,  eBay's Money Back Guarantee has the Buyer back. on this one.  Go to Help and Contact on Seller Hub and do a Sear for Money Back Guarantee and read.

[za.smzsm.ufbiio9]

Thank you all for the advice! Reading through some of the eBay policies…can I offer a partial refund or have the buyer pay for shipping? It gets confusing under seller protection.

-item sold was brand new, never been opened

-I (seller) paid for original shipping

-on original listing I do not accept returns (I understand that’s kind of meaningless)

-item was received by buyer undamaged 

-upon opening, the item apparently did not work for buyer

-if I accept return, item will not be returned in original condition.

-I am not a top rated seller

From the emails I feel like the buyer did not make a good faith attempt to resolve the issue with Ring customer service. Doesn’t really matter though. If I accept the return and pay for shipping (free return?), can I provide a partial refund under the seller protection policy? Can I accept the return, offer full refund, and ask that the buyer pay return shipping costs? Would it matter if I receive the item back, test it, and it works properly? 

my apologies for the additional questions. I feel like the buyer didn’t fully understand the technology, perform the necessary trouble shooting, and just changed their mind. I just want the most fair resolution that hopefully doesn’t involve me eating everything.

thanks again!

[urban*primo]

find out what the difference in price is between an new and used doorbell and then deduct the difference and refund whatever is leftover up to 50% you can do

[ittybitnot]

@za.smzsm.ufbiio9 

Has your buyer even filed an eBay claim, or are they just messaging you?  

If your buyer does file for a 'not as described reason', you either accept the return and provide the return shipping, OR refund in full and let them keep the item for free.   If you do neither, eBay is going to do it for you, and can choose to refund (from your proceeds) and not require a return.  You will also be awarded the "case without seller resolution" defect. 

NOTHING else is going to matter.  You are not able to give a "partial refund upon return" since you did not provide FREE RETURNS in the listing from the start.  It isn't going to matter much what you get returned to you either.  It could be your doorbell, or a rock.  You will be refunding regardless. 

[ittybitnot]

find out what the difference in price is between an new and used doorbell and then deduct the difference and refund whatever is leftover up to 50% you can do

@urban*primo 

That is NOT an option for this seller. 

[urban*primo]

Could you let me know why it isn't? 

[jda11121]

Because eBay policy requires the seller to refund the buyer in full (including return shipping) unless the buyer agrees to a partial. The seller can not make that determination. If the item does not work why would they accept a partial refund?

[ittybitnot]

Could you let me know why it isn't? 

@urban*primo 

The seller must offer "free returns" for any reason.  The op's listing said No Returns. 

[bashort]

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@za.smzsm.ufbiio9 wrote:

Hello!

Need some quick advice.  I sold a NEW Ring Doorbell to buyer.  Buyer could not get it to connect and said that Ring customer service was "useless".  Now he wants to return the formerly new product in used condition.  Any suggestions on how to handle?  If I allow return I either a) could not sell the used product or b) IF I was able to sell, it would be for much less than what I sold it for new.   

Any suggestions on how to handle?

Thank you!

---

In my experience what happens when a buyer opens a snad case on a seller who does not accept returns is that ebay refunds the seller and they keep the item and you get a unresolved case ding.

[bashort]

*refunds the buyer

[stuff4divas]

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@za.smzsm.ufbiio9 wrote:

Hello!

Need some quick advice.  I sold a NEW Ring Doorbell to buyer.  Buyer could not get it to connect and said that Ring customer service was "useless".  Now he wants to return the formerly new product in used condition.  Any suggestions on how to handle?  If I allow return I either a) could not sell the used product or b) IF I was able to sell, it would be for much less than what I sold it for new.   

Any suggestions on how to handle?

Thank you!

---

How I Handle Scum

#1 - If you want the item back, accept the return, otherwise eBay will let the buyer keep the item, plus refund them at your expense, plus you’ll get a defect on your account.

#2 - If you receive the item back in a different condition than as sent and/or the buyer lied about the reason for the return, report the buyer>

https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=1&quer...

#3 - Block that buyer

#4 - Read this link re Seller Protection>

https://www.ebay.com/help/policies/selling-policies/seller-protection?id=4345&st=12&pos=2&query=Sell...

#5 - See if this will help:

An item that is returned after it was used or damaged by the buyer

Sellers who offer free returns and who are not Below Standard are eligible for this protection

• You can deduct up to 50% from the refund to recover the lost value of the item
• We will take care of any issues directly with the buyer for you, including removing any negative and neutral feedback, defects, and open cases in service metrics

How to issue a partial refund when the item is returned in a different condition

To issue a partial refund:

• Go to your Returns dashboard.
• Select View return details beside the item.
• Decide What to Refund.
• Select the percent you want to deduct from the refund amount.
• Add a message to the buyer explaining why the refund wasn't full.
• Select Send.

In addition, make a police report, internet fraud report, USPS fraud report to send with your appeal.

Also note the weight and size of original package vs returned package, ie photos, label info

Reports for USPS here>

United States Postal Inspection Service

Mail Fraud Complaint>

https://ehome.uspis.gov/fcsexternal/default.aspx

In addition, file a police and internet fraud report

Also, you can

Contact eBay via social media with a private message:

https://Facebook.com/ebay

AND-OR

https://Twitter.com/askebay

very good customer service on these social media sites

[chapeau-noir]

@za.smzsm.ufbiio9  You're going to end up with a loss no matter what you do, so you need to minimize this loss to yourself.  This would be to simply accept the return and refund when it arrives.  Not offering free returns (not being a TRS) means no partial deduction, but you will get your item back and will not get a defect (serious) on your account.  In the industry the loss is called 'shrinkage' and we build it into our costs of doing business, but I know it's hard on the occasional or hobby seller, so try to make the best out of it.