Help, buyer wants to return used item

[zesja38]

Hello, i know this topic has already been answered many times but i could really use some advice on my particular problem. 

basically i sold a camera stabilier (Zhiyun crane m3s) used (like new) for $100 less than retail because although it supports many cameras, the company is known for struggling with the heavier cameras. The narrative is "technically its compatible, but its not optimal for heavy cameras" as a result the gimbal will vibrate and struggle to balance full frame cameras. It works perfectly with apsc cameras.

Now mind you, this gimbal is optimal for apsc cameras that dont have heavy lenses on them. I mentioned in my description that it is for apsc cameras although the gimbal's website claims to support larger cameras as well.

Anyways, the buyer wants to return the gimbal because it doesnt work the best with his camera and he thinks its defective. I included the warranty card and havent made a decision on his return yet but would like some advice.

this is my message im planning on sending, 

"Dear [Buyer],

Thank you for bringing your concerns to my attention regarding the Zhiyun Crane M3S you purchased from me. I appreciate your thorough communication.

As described in the listing, the gimbal has been used a few times and then stored in its original box with all cables and manuals included. I made sure to provide a detailed account of its condition, including mentioning the general wear on the mounting piece resulting from metal-to-metal contact. Despite this wear, the gimbal itself is in pristine condition and has been tested to ensure functionality before being packed for shipment.

While I understand your frustration with the performance of the gimbal, it's essential to note that compatibility and performance can vary depending on several factors, including camera setup, balancing techniques, and environmental conditions. As such, the inability to achieve the desired results does not necessarily indicate a defect in the product.

Given that the gimbal was sold as described and there is no evidence of a manufacturing defect or misrepresentation on my part, I'm unable to accommodate a return or issue a refund in this case. I recommend reaching out to Zhiyun customer support for further assistance with troubleshooting or exploring alternative solutions that may improve the gimbal's performance with your specific setup.

If you require further assistance or have any additional questions, please don't hesitate to reach out.

Thank you for your understanding.

Best regards,

zesja"

[rovemele-zmdmfp]

sorry but this will not help (sold as described and there is no evidence of a manufacturing defect or misrepresentation) if they file with ebay defected in there eyes  that what matter that why they get 30 day with ebay so when they file eather you accept and get item back or dont accept lose money and item so many here been tru that goggle  it . sorry  and good luck 

[albertabrightalberta]

If the buyer claimed NAD (not as described), you have two options: 

1. Issue a full refund and let him keep the item for free

2. Pay for and supply a return shipping label and once you get the item back, issue a full refund. Then you can resell it.

[ebooksdiva]

If the buyer opens a not as described or defective return, you will have no choice but to accept the return. Once the item is returned issue the full refund.

If you don't accept the return, the buyer can ask eBay to step in.

When eBay is asked to step in, they refund from the sellers funds, allow the buyer to keep the item and give the seller a defect on their seller account for not handling the return. 

Your letter to the buyer won't change the fact that the buyer feels the item doesn't work. 
My advice is to tell buyer to open a return then refund when received, relist the item.  

[kensgiftshop]

If the buyer has filed an INAD and you want it returned before refunding, accept the return and provide a shipping label.

If the buyer ask Ebay to step in, they'll refund the buyer from your account and let them keep the item and their fee's.

[soh.maryl]

ALL sellers need to read eBay's Money Back Guarantee for buyers, preferably BEFORE beginning a selling career on eBay.

The general gist of it is this:  All any buyer has to do is open an Item Not As Described Case with eBay and the seller will be required to send that buyer a prepaid return label and to refund in full when the item is received back.  If the seller doesn't respond to the case, eBay will most likely allow the buyer to keep the item and to refund that buyer from the seller's funds.

The buyer is NOT required to prove that the item is NAD.

[vintage-camerastuff]

Sorry you lose.  Take it back and sell it again with more detailed information so you don't get it back the second and third times.

[ckimodog]

@zesja38 

Accept the return...all buyers have a 30 day money back guarantee.  They can return pretty much any thing they want  & don't need a reason.  Your no returns policy will not hold water.  NO returns does not mean NO refunds.   PS Thanks for letting us know about your inventory and shop.  Very nice.

Happy Selling