How to properly handle "item is broken" case

[stephelazariono-0]

Hi,

I sold a used MacBook Pro on April, 3. The item was delivered on April, 6. 

On April, 13 the buyer contacted me and said that the item is broken. He wants to create a dispute on PayPal. No evidence was provided to me so far.

I am very confident the item was not broken when I sent it. I also carefully packed in the original box and put into a special package. It might potentially break during delivery but I assume the probability of it pretty low.

Here are my questions:

1. General pieces of advice how to properly handle this situation.

2. How to make sure that this is not a scam and protect myself?

3. In case of return how to handle it to make sure that I will get my laptop back.

Thanks

[vintagecraze50]

We need to know what is broken on the computer. Did the buyer specify exactly what happened to it and please tell us this and we can assist you better.

[vintagecraze50]

If buyer had already stated they are going to go to Pay Pal for a dispute rather than go through Ebay, have you already told them that you are refusing the return? You need to try to get the case in eBAY first. Pay Pal is more difficult to win a dispute if buyer does a chargeback.

[maridon7280]

A few things, 

They want to open a paypal issue to keep it off ebay and make sure you have no protection.   You want to offer a return through eBay and print a return label for them to send the item back.  Hopefully you have the serial number to make sure they send you the same item back.  You can also check with whichever service you sent the item with because they typically will note any damage to the packaging.  If they return the item and it is damaged, you can file a claim with the carrier.  

Chances are they are playing you or they would use the ebay system instead of paypal.  Act fast and be firm.  If they know you know what they are trying to do they may back down, but you have to handle it through ebay before paypal hands them your money.

Hope it helps- some others around here can probably explain it technically a lot better, but the 80% solution on time will help you get started while you wait for a detailed and technical response from others.

[vintagecraze50]

Yes, do NOT let this case go directly to Pay Pal. Tell the buyer you will be happy to assist them with a return through Ebay.

[chrysylys]

1.  'Return for refund'

2.  Not possible

3.  Not possible

[vintagecraze50]

Hopefully you pictured the seriel number of the computer in your listing. If you get back something that does not have that seriel number you could try to present that to Ebay in the resolutions dept. Also, hopefully you took out insurance on the item and when you get it back just file the insurnce claim to get your cash back. Seems odd that the person is going straight to Pay Pal, again, more clarification needed as to what you told the buyer already. 

[flyerfandan999]

Very low feedback Seller selling high-demand, high-scam item for $729 on eBay, the marketplace with no real Seller protections.

What could possibly go wrong?

[*coins]

It's been said before..."You should never list anything for more than your feedback score."

You sold a $720 laptop, and your feedback score is...-1. Maybe you should try to get your feedback score improved before you sell anything else. Just sayin', because most people try to really avoid people with a score lower than 0 and 33.3% positive feedback will really scare most people away.

Start small and work your way up to more expensive items.

There is always a chance that USPS broke the item. Did you have insurance on the package? If you are sure that it wasn't broken when you shipped it, you could claim that to get reimbursed.

Anyways, if the buyer opens a return, send them a label, and they should send it back. It is always possible that they are a scam, but you never know. Technically, any buyer could be a scam, btw. I don't know if they are attempting to scam you, but be aware that electronics is one of the categories with the most scammers.

Be polite and courteous in your messages with the buyer - rudeness will not help. Try to figure out a solution, and if not, have them send it back.

Good luck!

[tev4all]

---

@stephelazariono-0 wrote:

Hi,

I sold a used MacBook Pro on April, 3. The item was delivered on April, 6. 

On April, 13 the buyer contacted me and said that the item is broken. He wants to create a dispute on PayPal. No evidence was provided to me so far. 

Here are my questions:

1. General pieces of advice how to properly handle this situation.

2. How to make sure that this is not a scam and protect myself?

3. In case of return how to handle it to make sure that I will get my laptop back.

Thanks

---

1. MOST IMPORTANTLY,  keep all communications between you and the buyer through ebay messaging system.

Use the Contact buyer link associated with the item transaction and ask the to open an ebay return request for the item.

Something like...

 Hi (insert ID)

I understand you seem to be having trouble with your purchase and would like to see what can be done to correct this problem. I will be able to help you most properly if we handle this within the ebay return system.

Thanks, hope to hear from you soon 

  Depending upon the reason for the return. Respond accordingly.

Since this is a "broke item", Issue the return shipping label through ebay and wait for the returned item. 

2. and 3. there are no guarantees this is not a scam of some sort or that you will get back the item you shipped.

Good luck. 

[newnewnewmann]

I don't know what's going on with your feedback but maybe you should consider selling expensive items locally. 

You will just have to respond to the case best you can and you cannot do anything about #2, and 3 on ebay.

[stephelazariono-0]

All,

Thanks for the answers! I will keep updating this thread as I believe my story might be helpful for others.

1. I do have a serial number of my device. I attached a photo of it when was selling it.

2. I didn't get the details of what is broken. The conversation is below (replaced nickname of a buyer with "buyer" word).

3. Understood the point about a feedback score. My bad that I didn't pay attention to this.

4. PayPal dispute is not opened so far.

I will open the dispute in the paypal!

  Reply

[stephelazariono-0]

How to properly handle "return for refund"? The funds on PayPal are still not available to me. Please correct me if I am wrong but I need to make the following steps:

1. Buy a return label.

2. Share a label with a buyer.

3. Wait for my laptop.

4. Make sure that serial id is the same.

5. Issue a refund.

Right? Does ebay have a procedure to follow it?

[sam9876]

1 and 2 are not necessary.

Simply accept the return and eBay will send them a return shipping label.

[fern*wood]

I don't know what you mean by "carefully packed in the original box and put into a special package".   What is a special package?