Do I have to accept a return after the buyer used the item

[2013fitzp]

Hello all-  I sold a computer processor, the buyer is claiming it arrived damaged- highly unlikely, as we bubble wrap them prior to shipping.... anyway, they tried using it. Do I have to accept the return of a used item?

[dabunk2000]

Yes if you want it returned to you

[gemar-8637]

Yes. How else is the buyer going to know it worked or didn't if they didn't use it?

[2013fitzp]

My concern is that many people buy processors that are not compatible with their motherboards, and if not compatible, and not inserted correctly, the processor can be damaged......  I thought eBay had a policy that a return does not need to be accepted if the item as used. Perhaps I'm wrong... just looking for some knowledge and advice. Thank you

[cat20sew]

I think the buyer needed to test it to see if it works. So that don’t consider it being used. But if it was damaged by shipping they need to send you their message with the photo of the damaged area of the shipping container or box. Also go to the Resolution Center to explain the problem without opening a case. Good luck.

[goodluckselling]

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@2013fitzp wrote:

My concern is that many people buy processors that are not compatible with their motherboards, and if not compatible, and not inserted correctly, the processor can be damaged......  I thought eBay had a policy that a return does not need to be accepted if the item as used. Perhaps I'm wrong... just looking for some knowledge and advice. Thank you

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The eBay money back guarantee says eBay guarantees the buyers money back if they did not get what they thought they were buying. 

When items are not functional regardless of the buyers ability to install it correctly or not requires buyers to return the item (request ) and most times (depending on the reason the buyer used) at the seller expense in order to get a refund.

Your category has a larger risk / reward than most categories.  You are going to be rewarded with a lot of transactions but because of the installation aspect you also will encounter more risk in returns.

I think some of the larger sellers of your type of times have learned to be more communicative with the buyers both after the sale by including detailed instructions on how to install and have communications open and responded to by way of eBay messages and perhaps direct phone support.

Good Luck Selling!

[2013fitzp]

Most of my buyers are resellers from overseas. Maybe 1% actually plan on using the item. For that reason, we do not offer support, unless they want to pay me for my staff's time. My argument is, if they used it, it's technically not in the original condition in which I sold it. But, I'm sure that argument will fall on deaf ears at eBay.  I believe this buyer purchased the wrong item and is claiming damage (will not send photos, says it "looks like it fell") and it doesn't work, so a clear case of getting me to pay return shipping.... yet again..... The only reason I am posting this is because I want eBay to see how many cases of buyer fraud we as sellers deal with- to document, I suppose...

[mam98031]

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@2013fitzp wrote:

Hello all-  I sold a computer processor, the buyer is claiming it arrived damaged- highly unlikely, as we bubble wrap them prior to shipping.... anyway, they tried using it. Do I have to accept the return of a used item?

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Yes.  It was used when it was sent out, so chances are that it is used when it comes back to you should be expected.  If the buyer files for a return, you can allow them to return it and then refund them when you get it back or if it isn't worth it to you, allow them to keep the item and issue them a full refund.

It will be your choice to make when or if a return request is filed.

[2013fitzp]

Thank you. Yes, that is my understanding. Unfortunately, they want me to refund before they return it. LOL!!!  Gotta love some of these people!

[goodluckselling]

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@2013fitzp wrote:

Most of my buyers are resellers from overseas. Maybe 1% actually plan on using the item. For that reason, we do not offer support, unless they want to pay me for my staff's time. My argument is, if they used it, it's technically not in the original condition in which I sold it. But, I'm sure that argument will fall on deaf ears at eBay.  I believe this buyer purchased the wrong item and is claiming damage (will not send photos, says it "looks like it fell") and it doesn't work, so a clear case of getting me to pay return shipping.... yet again..... The only reason I am posting this is because I want eBay to see how many cases of buyer fraud we as sellers deal with- to document, I suppose...

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I am not sure your path to let eBay see how many issues there are for this type of activity?  eBay does not really monitor these threads unless they are called into to answer a question.

eBay does have a way for you to report the return but you have to go through the steps to get the item back and see what you get back, then report the return.  eBay said they are monitoring these reports and researching them for buyer MBG fraud.

https://pages.ebay.com/seller-center/seller-updates/2019-spring/seller-protections.html

Good Luck Selling!

[2013fitzp]

Thank you- I do tag the Blues quite often, so I think they are reading these forums, and they are employees of eBay, therefore, eBay is seeing this.... If I fail to speak up, nothing changes, it is my hope that by establishing a precedent, or multiple issues of how flawed eBay is, perhaps things will change.  Thank you

[mam98031]

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@2013fitzp wrote:

Thank you. Yes, that is my understanding. Unfortunately, they want me to refund before they return it. LOL!!!  Gotta love some of these people!

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People ask that from time to time.  They don't want to let go of the item until they know for sure they are going to get their money back.  You can't blame them for that.  They are use to going to a store, returning the item and getting their money back right then.  Sometimes people think that is the way it should work on the internet too.

But as we know, doing that leaves no incentive for the buyer to return the item.

Just stay completely polite and professional and let them know to return the item for refund.  Just stay with that.  Let them know you are sorry there has been an issue and you are happy to take care of them, just return the item for refund.

[mam98031]

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@goodluckselling wrote:

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@2013fitzp wrote:

Most of my buyers are resellers from overseas. Maybe 1% actually plan on using the item. For that reason, we do not offer support, unless they want to pay me for my staff's time. My argument is, if they used it, it's technically not in the original condition in which I sold it. But, I'm sure that argument will fall on deaf ears at eBay.  I believe this buyer purchased the wrong item and is claiming damage (will not send photos, says it "looks like it fell") and it doesn't work, so a clear case of getting me to pay return shipping.... yet again..... The only reason I am posting this is because I want eBay to see how many cases of buyer fraud we as sellers deal with- to document, I suppose...

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I am not sure your path to let eBay see how many issues there are for this type of activity?  eBay does not really monitor these threads unless they are called into to answer a question.

eBay does have a way for you to report the return but you have to go through the steps to get the item back and see what you get back, then report the return.  eBay said they are monitoring these reports and researching them for buyer MBG fraud.

https://pages.ebay.com/seller-center/seller-updates/2019-spring/seller-protections.html

Good Luck Selling!

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Yes a way that means very little.

https://community.ebay.com/t5/Selling/April-s-Seller-Protection-Update-in-Action-or-Lack-of-Action-a...

[goodluckselling]

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@mam98031 wrote:

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@goodluckselling wrote:

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I am not sure your path to let eBay see how many issues there are for this type of activity?  eBay does not really monitor these threads unless they are called into to answer a question.

eBay does have a way for you to report the return but you have to go through the steps to get the item back and see what you get back, then report the return.  eBay said they are monitoring these reports and researching them for buyer MBG fraud.

https://pages.ebay.com/seller-center/seller-updates/2019-spring/seller-protections.html

Good Luck Selling!

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Yes a way that means very little.

https://community.ebay.com/t5/Selling/April-s-Seller-Protection-Update-in-Action-or-Lack-of-Action-a...

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I passed on your thread.  I thought it would be better since I would have been opposing your viewpoint and I did not want to derail your thread.  I think I read your opening post and realized it was just another opinion post.  Providing your opinions as policy when they do not share the same language.

Truth is you nor I knows what eBay is doing behind the scenes about reported abusive buyers so you make up your own definitions about what "abusive buyer" means to justify keeping the anger going.   Here is a link to the eBay abusive buyer policy.  If you really want to help out you might consider sharing it in your thread?

https://www.ebay.com/help/policies/rules-policies-buyers/buying-practices-policy?id=4374

Good Luck Selling!

[mam98031]

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@goodluckselling wrote:

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@mam98031 wrote:

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@goodluckselling wrote:

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I am not sure your path to let eBay see how many issues there are for this type of activity?  eBay does not really monitor these threads unless they are called into to answer a question.

eBay does have a way for you to report the return but you have to go through the steps to get the item back and see what you get back, then report the return.  eBay said they are monitoring these reports and researching them for buyer MBG fraud.

https://pages.ebay.com/seller-center/seller-updates/2019-spring/seller-protections.html

Good Luck Selling!

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Yes a way that means very little.

https://community.ebay.com/t5/Selling/April-s-Seller-Protection-Update-in-Action-or-Lack-of-Action-a...

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I passed on your thread.  I thought it would be better since I would have been opposing your viewpoint and I did not want to derail your thread.  I think I read your opening post and realized it was just another opinion post.  Providing your opinions as policy when they do not share the same language.

Truth is you nor I knows what eBay is doing behind the scenes about reported abusive buyers so you make up your own definitions about what "abusive buyer" means to justify keeping the anger going.   Here is a link to the eBay abusive buyer policy.  If you really want to help out you might consider sharing it in your thread?

https://www.ebay.com/help/policies/rules-policies-buyers/buying-practices-policy?id=4374

Good Luck Selling!

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I take no issue with that.  Opposing opinion / observations are a great way to learn and grow.  However with that said, all of what I said was confirmed on last week's Weekly Chat.  So I'm unsure of what is to oppose, but I'm sure willing to listen.