Customer messages me about being unhappy with an item I sold

[paulie925]

I sold a used laptop on July 25 and all went well. I provided pictures of the laptop and it was clear that it was a used laptop. They messaged me today, August 13, telling me that they are unhappy with the cosmetic condition of it. They mentioned that there was some cosmetic damage that they were not satisfied with and sent this photo. I don't accept returns so what should I do?

[myjunqueyourtreasure]

Dear buyer

I'm sorry to hear you are not happy with your purchase.

Please return for a full refund.

Your not being suckered for a partial Seller

[femmefan1946]

This is Buyers Remorse .

You are not required to send return postage for those.

Respond politely and cheerefully "I regret you are unhappy with the cosmetic look of the case. Please return it for a prompt refund."

• He returns it. You refund his full payment. You put him on your Blocked Bidder List . You Relist with more pictures of the case.
• He opens a Not As Described dispute on eBay. You tell him "I regret you are unhappy with the cosmetic look of the case. Please return it for a prompt refund." and attach the complaint from eBay Messages showing it is Buyer Remorse. You may also wish to call Customer Support (bottom of this page) to make sure they see the messages. He returns it. You refund his full payment. You put him on your Blocked Bidder List . You Relist with more pictures of the case.
• He opens a Not As Described dispute with Paypal. Paypal instructs him to return the item for a full refund. He returns it. You refund his full payment. You put him on your Blocked Bidder List . You Relist with more pictures of the case.
• EBay decides this is a Not As Described situation. You send him a Return Shipping Label. He returns it. You refund his full payment. You put him on your Blocked Bidder List . You Relist with more pictures of the case.

What you don't do is stubbornly insist that you do not take returns.

The laptop is, probably, more valuable than shipping in both directions.

NO REFUNDS WITHOUT RETURNS.

You are allowed to refuse returns, but you are not allowed to refuse refunds.

Pick battles you can win.

[stuff4divas]

---

@paulie925 wrote:

... They messaged me today, August 13, telling me that they are unhappy with the cosmetic condition of it. They mentioned that there was some cosmetic damage that they were not satisfied with and sent this photo. I don't accept returns so what should I do?

---

You will have to accept the return, so add up the cost of the original shipping to the buyer and the cost of the return shipping and offer a partial refund somewhere in-between. At least that way u can re-coup some of the shipping costs you will have to pay.

OR, accept the return, which u will have to do if the buyer opens a return request as INAD. You will have to absorb the entire shipping cost both ways and hope and pray the laptop is returned in the same condition as sent, and hope and pray they don't send back something else.

[missjen831]

If they sent a message then you don’t have to do anything. There’s no return to accept. If they sent a return request then that’s a different story. 

[doubledz-a2z]

---

@stuff4divas wrote:

---

@paulie925 wrote:

... They messaged me today, August 13, telling me that they are unhappy with the cosmetic condition of it. They mentioned that there was some cosmetic damage that they were not satisfied with and sent this photo. I don't accept returns so what should I do?

---

You will have to accept the return, so add up the cost of the original shipping to the buyer and the cost of the return shipping and offer a partial refund somewhere in-between. 

---

PLEASE STOP WITH THE SUGGESTIONS OF OFFERING PARTIAL REFUNDS.  IT IS EXACTLY WHAT BUYERS WANT AND SELLERS WHO COMPLY ARE FUELING THE FIRE THEN RUNNING HERE TO LOOK FOR WATER TO PUT IT OUT.   SELLER CHOSE TO LIST WITH NO RETURNS (AS I DO) AND BUYERS NEED TO UNDERSTAND THAT NO MEANS NO.   NO ONE IS FORCING A BUYER TO BUY.   

[emerald40]

a

---

@doubledz-a2z wrote:

---

@stuff4divas wrote:

---

@paulie925 wrote:

... They messaged me today, August 13, telling me that they are unhappy with the cosmetic condition of it. They mentioned that there was some cosmetic damage that they were not satisfied with and sent this photo. I don't accept returns so what should I do?

---

You will have to accept the return, so add up the cost of the original shipping to the buyer and the cost of the return shipping and offer a partial refund somewhere in-between. 

---

PLEASE STOP WITH THE SUGGESTIONS OF OFFERING PARTIAL REFUNDS.  IT IS EXACTLY WHAT BUYERS WANT AND SELLERS WHO COMPLY ARE FUELING THE FIRE THEN RUNNING HERE TO LOOK FOR WATER TO PUT IT OUT.   SELLER CHOSE TO LIST WITH NO RETURNS (AS I DO) AND BUYERS NEED TO UNDERSTAND THAT NO MEANS NO.   NO ONE IS FORCING A BUYER TO BUY.   

---

100% agree.  Partial refunds - the dumbest idea ebay put in buyers' heads.

[hillbillymedia]

---

@paulie925 wrote:

I sold a used laptop on July 25 and all went well. I provided pictures of the laptop and it was clear that it was a used laptop. They messaged me today, August 13, telling me that they are unhappy with the cosmetic condition of it. They mentioned that there was some cosmetic damage that they were not satisfied with and sent this photo. I don't accept returns so what should I do?

---

Your buyer is fishing for a partial refund and is testing to see if you will do the dance. You shipped the item to TX and someone else shipped the item to Nigeria correct? If your buyer hasn`t opened a return request, at this point, you aren`t obligated to do anything. I`d tell your buyer to return for refund and leave it at that. Then wait to see if they open a request. I`m banking they won`t.

[doubledz-a2z]

---

@hillbillymedia wrote:

---

---

Your buyer is fishing for a partial refund and is testing to see if you will do the dance. You shipped the item to TX and someone else shipped the item to Nigeria correct? If your buyer hasn`t opened a return request, at this point, you aren`t obligated to do anything. I`d tell your buyer to return for refund and leave it at that. Then wait to see if they open a request. I`m banking they won`t.

OP if you shipped this to Texas then the buyer had it shipped overseas I would not even respond to any emails and certainly would not even mention the word refund.   Your service is complete under ebay policy.   I hate it that sellers let buyers bully them.    

[dtexley3]

---

@hillbillymedia wrote:

---

@paulie925 wrote:

I sold a used laptop on July 25 and all went well. I provided pictures of the laptop and it was clear that it was a used laptop. They messaged me today, August 13, telling me that they are unhappy with the cosmetic condition of it. They mentioned that there was some cosmetic damage that they were not satisfied with and sent this photo. I don't accept returns so what should I do?

---

Your buyer is fishing for a partial refund and is testing to see if you will do the dance. You shipped the item to TX and someone else shipped the item to Nigeria correct? If your buyer hasn`t opened a return request, at this point, you aren`t obligated to do anything. I`d tell your buyer to return for refund and leave it at that. Then wait to see if they open a request. I`m banking they won`t.

---

It looks like the buyer used a re-shipper.   KNOW YOUR RIGHTS!  When a buyer uses a reshipper the BUYER must PAY and ship the item back to the reshipper within 5 business days of you accepting any return request they open.  You are ONLY responsible for the shipping from the re-shipper in TX to yourself.

DON'T give them a  partial.  Just tell them to return for a full refund.  It's unlikely they will want to.

[emerald40]

I thought with a reshipper, once it leaves that reshipper it cannot be returned on ebay.

[missjen831]

---

@emerald40 wrote:

I thought with a reshipper, once it leaves that reshipper it cannot be returned on ebay.

---

It can. The buyer can still open a return request. Items forwarded after delivery are not covered by the MBG so if it’s a SNAD return the seller is usually able to call and get the return closed. But it would appear that the OP has agreed to a return so eBay will probably hold him to it.

[emerald40]

OK, just to be clear because there have been so many changes lately.

.In this case because the seller did not realize it and agreed to accept the return, then ebay will hold him to it.

But according to ebay rules, once a package leaves a reshipper, then the seller does not have to accept the return.

So nothing has changed with this rule.

[hillbillymedia]

---

@doubledz-a2z wrote:

---

@hillbillymedia wrote:

---

---

Your buyer is fishing for a partial refund and is testing to see if you will do the dance. You shipped the item to TX and someone else shipped the item to Nigeria correct? If your buyer hasn`t opened a return request, at this point, you aren`t obligated to do anything. I`d tell your buyer to return for refund and leave it at that. Then wait to see if they open a request. I`m banking they won`t.

OP if you shipped this to Texas then the buyer had it shipped overseas I would not even respond to any emails and certainly would not even mention the word refund.   Your service is complete under ebay policy.   I hate it that sellers let buyers bully them.    

---

The reason I stated 'return for a refund" is because the OP started another thread stating they already offered the buyer a refund.

[missjen831]

---

@emerald40 wrote:

OK, just to be clear because there have been so many changes lately.

.In this case because the seller did not realize it and agreed to accept the return, then ebay will hold him to it.

But according to ebay rules, once a package leaves a reshipper, then the seller does not have to accept the return.

So nothing has changed with this rule.

---

You are correct, nothing has changed. I only threw in the info about the seller agreeing to a return because the blues have confirmed that eBay will step in and side with the buyer if the seller initially agrees to a return and then tries to refuse it. I think the OPs buyer might go away when he finds out he has to pay for traceable return shipping from Nigeria 🙂