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!

[jda11121]

What a peach. Buyers have EVERY right to expect that products they receive work. #1 is the only approach here. That applies on eBay and every reputable place you purchase things from. Calling buyers scum really says a lot about you.

[kensgiftshop]

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@za.smzsm.ufbiio9 wrote:

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.

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You can offer a partial refund and let them keep it, but why would they want to keep an item that doesn't work.

The seller pays return shipping for defective items.

[bashort]

What I would do with this return is if it works as it should and is in good condition is sell it as "Open Box" which is exactly the type of item meant for that item condition.

[johnrj1226]

@urban*primo

Read this and all embedded links -

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

[bearswatching]

That option is not available for this seller.

[stuff4divas]

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@jda11121 wrote:

What a peach. Buyers have EVERY right to expect that products they receive work. #1 is the only approach here. That applies on eBay and every reputable place you purchase things from. Calling buyers scum really says a lot about you.

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Ahh, HELLO!! Item sold was NEW and the buyer wants to return it in USED condition.

Yes, buyers (or sellers) who try to take advantage are scum to me and I don't allow them to take advantage without a fight.

Thank you for the compliment LOL 🤣

[lonz55]

Hi, You need to check the standard eBay return policy, last time I checked it the item had to be returned in the same condition It was received in to the buyer for a full refund. I ran into this several years ago and eBay sided with me. I accepted the return and when it came back I documented the return with pictures.

[za.smzsm.ufbiio9]

Ok, let me guess - I think it's because I am not an excellent seller (or whatever it's called) or because I did not offer free returns with the original listing.  Is my understanding correct?

[stainlessenginecovers]

@za.smzsm.ufbiio9   Ok, let me guess - I think it's because I am not an excellent seller (or whatever it's called) or because I did not offer free returns with the original listing.  Is my understanding correct?

It's called Top Rated Seller. Yes, if you were (which you are not) you could issue a refund for 'up to' 50% of the original purchased price for an item 'coming back not as sent'. 

But, you have to be 

Top Rated Seller

Offer Returns (does NOT have to be FREE returns as misspoken by another poster)

In your case, you cannot do anything less than fully refund when it arrives. 

[this*old*attic]

@stuff4divas 

“Scum?”

Yes, wanting to return items is so comparable to embezzlement, etc. Maybe even axe murder.

And it is absolutely a customer’s responsibility to understand a seller’s business and financial concerns… and even protect them, as if they were family.

Really, why don’t customers understand that? After we extend the GOLDEN HAND OF FRIENDSHIP to them, merely by listing our items and shipping them off once purchased, too!

Honestly, it’s so disappointing.

The whole village should grab their torches, climb the hill, storm the castle, and demand - yes, DEMAND - that scummy customer figure out how to install and use that Ring immediately. RIGHT THIS INSTANT!!!!!

[this*old*attic]

Not for items that need to “work.”

Policy (very sensibly) allows buyers to open, plug in, install the item, whatever.

[stuff4divas]

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@this*old*attic wrote:

@stuff4divas 

“Scum?”

The whole village should grab their torches, climb the hill, storm the castle, and demand - yes, DEMAND - that scummy customer figure out how to install and use that Ring immediately. RIGHT THIS INSTANT!!!!!

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OP never said the customer had to use/install 'RIGHT THIS INSTANT'. Obviously, that was not the case since they said  "Ring customer service was useless".

And yes, any buyer or seller that abuses the return process is scum to me and I am entitled to my position.

[jda15121]

So you go to your local hardware store for a part and when you open it it's broken. So when you return it you are then scum?????

[jda15121]

So it's up to you to determine which buyers abuse the return policy? Oh brother.....

[mtgraves7984]

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@za.smzsm.ufbiio9 wrote:

Ok, let me guess - I think it's because I am not an excellent seller (or whatever it's called) or because I did not offer free returns with the original listing.  Is my understanding correct?

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@za.smzsm.ufbiio9 

To be able to make a refund deduction, you have to be either  a TRS who offers 30-Day (or better) Returns, or a seller who offers Free Returns.