mam98031 • Volunteer Community Member • Buyer/Seller since 1999
I need help! I sold a fully functional Atari 2600 console and controllers with no damage to someone and today I got this message from him:
"The power switch is completely severed from the unit upon opening the package and the post was floating around in the package. I can see that it is broken in the listing images as it isn't in an on/off position, but rather in between the two options. The power switch should function like the color/b+w switch where it snaps between the two options. I assumed that because you mentioned it was tested as functional that you atleast powered it on at one point, but it's quite apparent that was not the case. What am I supposed to do with a broken unit?"
Below is the main picture from the listing:
This is the picture that I was sent by the buyer:
There are a few red flags. First of all, He doesn't know what he's talking about. The broken piece is a power slider, not a switch. It functions differently than the B/W Color switch and it doesn't line up exactly the same on any Atari 2600 consoles, so his "observation" of the original listing pictures is invalid.
Second, I did thoroughly test the console prior to listing and I even have a saved picture of my brother and me playing a dual player game on it. If needed, I can provide that as proof. The power slider had no issues whatsoever. My listing specified that the console was tested working with game play using the controllers that were included.
Last, I packaged the set really well with layers of bubble wrap and space savers in a sturdy box. There was no movement from the items in the box even while the package was being jostled around. The fact that this guy is going from the angle of me selling a broken item tells me that he must have observed that the packaging was really good and that it arrived undamaged. At this point, it seems to me that he probably dropped the console immediately after opening the package and now he wants his money back.
What should I do?
Any help would be greatly appreciated!
1 BEST ANSWER
Accepted Solutions
I don't recommend ignoring this buyer. That typically leads to more frustration on the buyer's part and things could escalate for them. That you want to avoid.
If they didn't ask about returning the item in their message, that is a hint that the buyer may not be telling the truth and are fishing for a partial or full refund without having to return the item.
No matter what you do, don't fight this. That will just end badly for you. It will upset your buyer and Ebay will not let you win any claim they may file.
The response to a buyer like this should be short, professional and simple. Something like: I am sorry you are having issues with the product. If you'd like to return the item for refund please open up a Request for Return in Ebay. Please let me know if I can be of any further assistance.
If they write again saying they would prefer a partial refund or a refund with now return. Copy and paste what you said the first time.
That usually takes care of it. If it doesn't, come tell us what the buyer is saying before you respond again and let us help guide you.
Good luck and I'm sorry you are having to deal with this. Something similar has happened to most of us here. I know that doesn't help, but you are in good company.
Sorry to say that no matter what documents you have the buyer will win.
Email the buyer, "Please return the item I sent you for a full refund"
Nothing else... if he sends another email, your response should be "Please return the item I sent you for a full refund"
If the buyer files return request through eBay, supply a return shipping label.
Do not refund until you have the item back.
Good Luck!
I don't recommend ignoring this buyer. That typically leads to more frustration on the buyer's part and things could escalate for them. That you want to avoid.
If they didn't ask about returning the item in their message, that is a hint that the buyer may not be telling the truth and are fishing for a partial or full refund without having to return the item.
No matter what you do, don't fight this. That will just end badly for you. It will upset your buyer and Ebay will not let you win any claim they may file.
The response to a buyer like this should be short, professional and simple. Something like: I am sorry you are having issues with the product. If you'd like to return the item for refund please open up a Request for Return in Ebay. Please let me know if I can be of any further assistance.
If they write again saying they would prefer a partial refund or a refund with now return. Copy and paste what you said the first time.
That usually takes care of it. If it doesn't, come tell us what the buyer is saying before you respond again and let us help guide you.
Good luck and I'm sorry you are having to deal with this. Something similar has happened to most of us here. I know that doesn't help, but you are in good company.
@kawaiiquilter wrote:
Thank you for the sound advice! I'm so grateful for the speedy response of the eBay community, and yours is especially helpful. I've sent the message to the buyer, so fingers crossed! I know where to go now if I need help!
You are very welcome I'm glad we all could help you. Remember if the buyer starts to offer any more issues, just come on back we will help you through anything that comes up.
Good Luck!
