How to address complaint of missing items?

[mirificfinds]

I sold an item that was new but was opened.  I inspected it prior to listing the item and supplied pictures of most of the items that were included in the box.  Now that the buyer has the item they are claiming that it is missing several major pieces and now wants to know what I plan to do to remedy the issue.  I will not take a return and pay for the return shipping as I would then be out of pocket for the item as there was a low margin of profit.  Several of the supposed missing pieces were in my pictures of the item that I was selling.  I personally believe all pieces were there when I shipped the item and they had no complaint of a damaged box to explain why something would go missing.  What is your recommendation? 

[dhbookds]

If they claim they didn't get the items...............no way you can prove they did.......  You must refund in full and decide whether you want the item back (for which you will pay the shipping......... 

[soh.maryl]

Your buyer can open an item not as described case.  If you refuse to send a prepaid label, then, in all likelihood, eBay will take over for you, refund the buyer and let the buyer keep what was received.  Is that what you want to see happen?  

[albertabrightalberta]

If the buyer files INR (item not received), you should respond to the dispute with the tracking number. (Sometimes buyers will file INR when parts are missing.) As long as tracking shows delivery, the dispute should close in your favor. 

If the buyer files as NAD (not as described), you'll have to accept the return, pay for the purchase of the return shipping label and once the item is returned to you, you'll have to issue a full refund. 

Until there is a case opened, you don't have to do anything although I would respond to the buyer. If I knew I included the "missing" items, I'd send a message to the effect of the following. I've found that missing parts usually materialize after a buyer receives my message: 

"Dear buyer,

I'm sorry to hear that you say items were missing from your purchase. I certainly did include everything shown in the listing and if something is missing, it may have been stolen. 

If you'd like, I can request that USPS open an investigation. USPS takes issues of fraud, theft and rifling seriously and will take action. Please save all packaging because they will require your cooperation in their investigation.

Let me know how you want to proceed.

Sincerely, 

Seller"

[alltheprettylittlethings]

If it was an open box item and listed as new then all of the pieces should have been there before shipping. If there were missing pieces and the buyer opens a "Item Not as Described" all you can do is refund him because it's the buyer's word against yours. You'll have to consider if it's worth the cost of shipping the item back to you. 

If it is not a high price item, I'd just refund and let it go.

[stephenmorgan]

If they request a refund thru eBay that is what you will have to do.

If they have not requested a refund yet I would ask them what they want to make it right.

Maybe they will ask for a discount and you may come out better than a complete refund.

[inhawaii]

When a buyer says "remedy the situation" and doesn't immediately want to return, 

that usually means they are fishing for a partial refund.

Many sellers refuse to do a partial refund.

I will.  I 'll do whatever costs me the least amount of money.

If a partial refund will cost me less than a return and a full refund, count me in. 

If you're ok with that and you can both agree on a price, you might be able to make this problem go away.

Good luck!

[rugerskick]

If they ask for a discount most likely its fraud.

Make them return it.  Once back open a buyer fraud case or open a case where the item they sent back is not in the same condition it was sent to them, ie they sent it back with missing items.  Use the photos you took of the item before/during packing to show this.  Ebay may ask you to sign an affidavit, do so.  It can be won in your favor if your seller history is very good.

[sassygram84]

If you know what each item weighed, and you know the total weight of the box at shipping, you can verify by weight. 

[tomssportscardsnj]

Hi everyone, hope I'm in the right spot as this is my first experience of the sort.  If I'm not, please direct me to the proper forum/location.  Thanks in advance!

Anyway, shipped an item.  Purchased  USPS postage on ebay, including tracking.   According to USPS online records (verifiable) Item disappeared along the way to buyer.  USPS opened a Missing Mail Search Request on December 4.  Item was not found as of today, December 16.  Buyer wants refund.  I hope to not be charged since item carried tracking and insurance.  Buyer and I are in agreement; just wondering the best way to go about contacting ebay - is it best for the buyer to open an item not received request, for which I can provide ebay the tracking information, or can I initiate the process?  Thanks again, in advance!

Oh, by the way, in case my id doesn't appear here, I am tomssportscardsnj, ebay seller 100% positive feedback. 

[tobaccocardyahoo]

Many of the sellers who offer Open Box items on Ebay are buying from a liquidator or off of the clearance shelves in stores.

Some test the items, and check the manual for what's in the box. Some check the Amazon detail page for what's in the box. Some do not test or check.

Many buyers do not buy open box items on Ebay for this reason. Some buyers buy open box items on Ebay for this reason.

Who is the reprobate differs with who the buyers and sellers are, their knowledge and code of conduct.

Ebay is not going to hear evidence before it rules for the buyer. And if Ebay has to step in, not only will you lose the item, you will lose any refund of the selling fees.

There are many items I sold years ago on Ebay that I would not sell today. Open box items are on that list. I have simplified my offerings. I have lowered my potential listings by eliminating items which cost too much to shoulder the risks of high shipping costs. I have eliminated items which a fraudster could quickly convert to cash. I have eliminated products which appeal to lowlife buyers.

[christworks]

@tomssportscardsnj  You need to go make your own post where others will easily see it and the OP does not get confused between people trying to talk to you about your problem. 

@mirificfinds Everybody has told you your choices. Earlier this year I sold a radio from an Amazon pallet. It was new, but the box was not sealed so I listed it as open box. I photographed everything in the box. I had a buyer make a federal case out of a USB cord that was not included. The box did not state a USB cord was included. They kept telling me they bought another radio from another seller and it had a cord. Of course, I said what they bought from another seller didn't have anything to do with what they bought from me. I was sure they were fishing for a partial refund. I let my anger get the best of me and told them to look in the manual and if it said there was a USB cord included I would fully refund them and they could keep the radio. A few minutes later and sent me an image of the manual. I had to look closely at it and compare it to the photos from my listing. It sure said a USB cord was supposed to be in the box. 

Losses happen. While they should be minimized, you cannot completely avoid them. No return policies tend to be a magnet for people looking to get a partial refund. The best way to filter out for that is to tell your buyer to open up a return, have them return it, then issue a full refund. If they are trying to run a scam, they won't ever send it back and you won't be out anything. If they do send it back, then odds are they are telling the truth. 

[kh-diane]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.