Buyer wants to return an iPod, even though it's exactly as described in the auction

[sidsalts]

I recently auctioned a used iPod Nano. The listing said, "Battery works only when Nano is connected to a power source."

The buyer initiated a return, and wrote to me: "Hi there, unfortunately the iPod dies right after being removed from the charger. I tried multiple chargers and my other iPods charge fine so I think the battery is completely shot and would need replacing to be functional again. I am hoping we can work together towards a resolution for this." 

I believe the item she bought was accurately described, and she failed to read the listing. But I also know sellers are limited by eBay's terms, which are often more favorable to buyers than to us. So my question is, What are my rights at this point? Is there anything I can do to dispute the buyer's return?

Thanks for any good advice.

[mam98031 · Accepted solution]

I completely understand your feelings on this matter.  I as well as many other sellers have had similar situations happen.  But with the Ebay return system, you really don't have a choice.  You need to let your buyer know you will accept the return, issue the return label from inside the return request they filed and when you get the item back, refund your buyer.

I know that isn't what you want and I don't blame you.  But the return system on Ebay won't allow for any other resolution at this time.  If you try to deny it, the buyer will ask Ebay to step in and decide.  Ebay WILL decide in the buyer's favor.  That will result in Ebay deciding if the buyer even needs to return the item to you.  They could rule that the buyer can keep the item and force you to refund the purchase if you have told your buyer you don't want it back.  Or Ebay may tell the buyer to return the item, issue the buyer a return label at your expense, once the item has been received by you per the tracking, Ebay will then go and force the full refund to your buyer.  And if they do that, you will NOT get your FVFs credited back to your account like you would if you just processed the return.  You will get a defect on your account too.

The current return system is a mess and most of us don't agree with Ebay on this.  But for now it is in your best interest to just accept the return and issue the return label.

I'm sure that isn't what you wanted to hear.  But it is the truth of the matter.

[chapeau-noir]

I'd write back politely, thank her for her business and reiterate what your listing said - that the iPod battery does not work unless it's connected to a power source.  She may realise that she overlooked it and that'll be the end of the matter.  The battery can be replaced but it's a finicky job.  If that's not satisfactory, then there's nothing but to take it back.

[chapeau-noir]

If she's OK with that and keeping it, make sure you have the return closed - you don't want a return closed without seller resolution.

TBH, (cross posted with MAM) I agree with MAM - it's easier to just take the stuff back the way it's set up now.

[mam98031]

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@chapeau-noir wrote:

If she's OK with that and keeping it, make sure you have the return closed - you don't want a return closed without seller resolution.

TBH, (cross posted with MAM) I agree with MAM - it's easier to just take the stuff back the way it's set up now.

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It isn't that it is "easier", it is how this darn return system works if you don't want to damage your selling account with a defect.

While I like the idea of sending that email you suggested to the buyer.  The seller would need to watch things closely and not wait but a few hours at most for a response from the buyer.  To let it drag out a day or two is to risk the buyer [because the seller responded to the request for return] to ask Ebay to step in.  And that would result in what I described above.  This current system is ridiculously punitive to sellers, most of which are just trying to provide good service to their customers.

[chapeau-noir]

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@mam98031 wrote:

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@chapeau-noir wrote:

If she's OK with that and keeping it, make sure you have the return closed - you don't want a return closed without seller resolution.

TBH, (cross posted with MAM) I agree with MAM - it's easier to just take the stuff back the way it's set up now.

---

It isn't that it is "easier", it is how this darn return system works if you don't want to damage your selling account with a defect.

While I like the idea of sending that email you suggested to the buyer.  The seller would need to watch things closely and not wait but a few hours at most for a response from the buyer.  To let it drag out a day or two is to risk the buyer [because the seller responded to the request for return] to ask Ebay to step in.  And that would result in what I described above.  This current system is ridiculously punitive to sellers, most of which are just trying to provide good service to their customers.

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All of that is why, in the end, it's just easier.

[eunster1313]

The OP listed it with 30 Day returns. Buyer pays for return shipping

[chapeau-noir]

That's if the buyer was simply returning it for a non-SNAD reason.  OP's post made me think that she filed for a SNAD - different scenario, particularly in a correctly described listing.

[slippinjimmy]

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@eunster1313 wrote:

The OP listed it with 30 Day returns. Buyer pays for return shipping

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The OP also listed it as "used" which eBay describes as:

Used: An item that has been used previously. The item may have some signs of cosmetic wear, but is fully operational and functions as intended.

A mobile device with a battery that doesn't hold a charge does not "function as intended". It should have been listed "For Parts".

[sidsalts]

Re: < To let it drag out a day or two is to risk the buyer [because the seller responded to the request for return] to ask Ebay to step in.>

But I do have the right to issue the refund only after I've received the return item, yes? And that can take several days.

I've been a seller since 2003. I don't sell in high volume, but this is my first return. I guess I've been lucky until now...

[mam98031]

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@sidsalts wrote:
Re: < To let it drag out a day or two is to risk the buyer [because the seller responded to the request for return] to ask Ebay to step in.>

But I do have the right to issue the refund only after I've received the return item, yes? And that can take several days.

I've been a seller since 2003. I don't sell in high volume, but this is my first return. I guess I've been lucky until now...

---

Absolutely.  Just go into the Return Request they opened.  Issue the return label.  The buyer will have 5 Business days in which to get the thing to the carrier.  Due to the holiday this week, it gives them more time so don't get too worried if they don't ship it back right away.  They would have until late next week to do it.

But YES.  You wait until you actually get the item back before you need to issue the refund.

Let me know if you have any other questions.  Good Luck and more importantly Happy Holidays!

[sidsalts]

@mam98031 wrote:
<Just go into the Return Request they opened. Issue the return label. >

Hmm. I must be missing something. When I go to Activity > Sell > Returns, I don't see a way to issue the return label.

And yes, Happy Thanksgiving to you, @mam98031, and to everyone else who's answered my questions.
There's a "more actions" tab, that offers "issue refund," "contact buyer," and "report this buyer." But I don't see anything about a return label.

[albany_sellers]

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@mam98031 wrote:

I completely understand your feelings on this matter.  I as well as many other sellers have had similar situations happen.  But with the Ebay return system, you really don't have a choice.  You need to let your buyer know you will accept the return, issue the return label from inside the return request they filed and when you get the item back, refund your buyer.

I know that isn't what you want and I don't blame you.  But the return system on Ebay won't allow for any other resolution at this time.  If you try to deny it, the buyer will ask Ebay to step in and decide.  Ebay WILL decide in the buyer's favor.  That will result in Ebay deciding if the buyer even needs to return the item to you.  They could rule that the buyer can keep the item and force you to refund the purchase if you have told your buyer you don't want it back.  Or Ebay may tell the buyer to return the item, issue the buyer a return label at your expense, once the item has been received by you per the tracking, Ebay will then go and force the full refund to your buyer.  And if they do that, you will NOT get your FVFs credited back to your account like you would if you just processed the return.  You will get a defect on your account too.

The current return system is a mess and most of us don't agree with Ebay on this.  But for now it is in your best interest to just accept the return and issue the return label.

I'm sure that isn't what you wanted to hear.  But it is the truth of the matter.

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Isn't it lovely how eBay carefully engineered it so that they "can't do anything"?

Prior to that, not to long ago when someone opened a phony INAD, you could call them up, point out the facts and get it taken care of, but now conveniently "the system won't let us change a return reason". They have designed it that way on purpose so that eBay does not have to do the job we pay them to do, now they get to pretend they WANT to help but CAN'T help. They surrrre wish they could do something to help up but ohhhh maaan the system juuuust wont let them.

[mam98031]

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@sidsalts wrote:
@mam98031wrote:
<Just go into the Return Request they opened. Issue the return label. >

Hmm. I must be missing something. When I go to Activity > Sell > Returns, I don't see a way to issue the return label.

And yes, Happy Thanksgiving to you, @mam98031, and to everyone else who's answered my questions.
There's a "more actions" tab, that offers "issue refund," "contact buyer," and "report this buyer." But I don't see anything about a return label.

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Open the Request.  It should be there and you are running out of time.  These are time sensitive.  

Now it could be that Ebay auto issued the label, but it should tell you when you go into the request what the status is. 

[3eyedfishcatcher]

I would suggest responding to the buyer pointing out the issue was mentioned in the listings description. I would tell as they asked if you would be willing to work with them. If they pay the return shipping you will refund them for the purchase price as this is a buyer remorse issue for not reading the description of the item they were purchasing. However be polite but firm then when you get the item back either if you relist it in the tittle add READ FULL DISCRIPTION. I have a few N scale freight cars that are meant to be displayed and can not be used on track. Even though I put this in the description I found buyers were just making impulse buys, So now I have added yet another warning to cover my self from buyer remorse returns. Also for these items I have to double check with the buyer through eBay messages to make sure they read the description and are aware of the warning.