I don't know what to do...

[r1diculous_sales]

So I just got started with trying to sell items on eBay about a month ago. This whole time has been quite the learning process and I have had so many problems already. My biggest issue is now with selling a PS4 ( have been trying to sell it for 3 weeks ). Someone purchased it (https://www.ebay.com/itm/302596783802), I paid $17 for flat rate to get it to the buyer as quickly as possible and I kept up with the tracking number to make sure there were no issues. 13 minutes after the item arrived the buyer wanted to return the item for 'no controllers'. The item says exactly what it includes, and pictures of everything that is included.

Oh, and that isn't even it. The buyer didn't want to pay return shipping or the 20% restocking fee, so he says there is something wrong with what I sent him. I don't know what to do, I sent multiple messages to the buyer about this, no response. I have to respond to this by the 19th and I can't afford to pay out of my own pocket for return shipping and fvf...

[emerald40]

If you accept the return back you will get your final value fees

And yes, to avoid restocking fees, buyers lie and file SNAD

That is why I feel restocking fees are a bad idea.

[ekmadonna]

If you listed your item and stated exactly what was included and what was not AND you showed everything included in photos, and have proof through ebay messaging that the buyer wants to return because "controllers were not included" I would personally escalate the case and ask ebay to step in and close the case in your favor. the key is making sure you have his/her statement that they are requesting a return based on something that was and has NEVER been included in your listing (CONTROLLERS). you must also make sure that the customer is not claiming any other problem or issue with the product. Others may disagree with this but if you legitimately listed an item with full foreclosure that controllers were not included than you should not have to accept this return.

[trustedbasset]

You could find a compatible control for the game and just send it to them. It is cheaper then shipping.

[yuzuha]

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@r1diculous_sales wrote:

The item says exactly what it includes, and pictures of everything that is included.

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But you also didn't ever explicitly state that the controller (which is necessary to use the system) was NOT included.  Most people are going to (logically) assume that when they buy a video game console, it will come with all of the parts needed to be able to use it unless otherwise specified. If you're selling something that is missing an essential piece, you need to make that VERY clear in your listing.

[ekmadonna]

I just looked at your sold listing, which I probably should have done first. I would say from looking at your listing that your odds of getting a case closed in your favor are about 50/50 now because although you listed all pieces included, it appears you used a PRODUCT CATALOG and PRODUCT DESCRIPTION other than your own DESCRIPTION which states it comes with controllers. This may get you in a bind. so my advice would be to ACCEPT the return and use this as a lesson learned. I would never use a product catalog description if your item is not new in box! 2nd ALWAYS clearly state that SOMETHING is missing even when you list ALL components included! This will cover your behind in cases like this.

[lintbrush*]

The product info that eBay has (which was a part of your listing) states:

The Sony PlayStation 4 Launch Editio is a gaming console that contains a storage capacity of 500 GB and a RAM capacity of 8 GB. It is powered by an AMD Jaguar 1.6 GHz CPU und comes with built-in Wi-Fi and Bluetooth. To compete with other players and share your greatest successes, you can use the SHARE button on the wireless controller.

Although you didn't state it came with a controller and there are no controllers in the pictures, you didn't state that it didn't have them.

When you approve an MBG return, yes the label is billed to your eBay account, but your FVFs are credited back as well once the refund is issued.  PayPal also will refund everything but the .30 transaction fee too.

The buyer isn't require to respond to your messages.  Escalating (asking eBay to step in) isn't usually a good thing either.  You have a return policy and a false Not As Described is hard to fight when you have one.  

If you or the buyer asks eBay to Step In and it is found in the buyer's favor, your selling fees will not be refunded.  Also, you get an Unresolved Defect.  

[rixstuff]

Better yet, find some second hand controllers for cheap and have them drop shipped to the buyer.

[*eponymous*]

@r1diculous_sales  I heartily disagree with eBay's definition of "used" because most used stuff being sold anywhere does not come with all accessories and does not necessarily have all its functions... but when you list the condition of an item on eBay as used , you are agreeing to eBay's definition:  http://pages.ebay.com/help/sell/contextual/condition_1.html

Used

An item that has been used previously. The item may have some signs of cosmetic wear, but is fully operational and functions as intended. This item may be a floor model or store return that has been used. See the seller's listing for full details and description of any imperfections

The item you sold is not fully functional without controllers, which means you will have to authorize the return and arrange for the label (check off your choice of 1) you will supply a label, or 2) authorize eBay to issue the buyer and label, which eBay will add to your next invoice).

If you do not do that, the buyer will escalate the return case, and you will end up paying for the return label eBay will issue, you will be smacked by eBay with a "case closed without seller resolution", and eBay will issue the refund to the buyer when tracking shows delivery back to you of "something".  Even if the buyer returns an empty box, trash, or an old game machine, you still have to refund.

Suggest you restart selling cheap items, learn the many ropes that can ensnare you as a seller and wait til you have developed your sea-legs before you sell risk-prone items.  Always remember - you have no seller protection against scams and faulty returns - none!  Assess your risk before you list.

[coolections]

What is ridiculous is new sellers (and some old sellers),  who list items that you cannot even use. They do not even tell the potential buyers that it cannot be used. Stating that the item is in great condition but yet it cannot be used. On top of that it is ridiculous that seller have begun using this restocking 20% fee. Ebay needs to stop this IMMEDIATELY. The only thing that should be allowed to be listed for a restocking fee is a brand new item that was opened by the buyer.

[fashunu4eeuh]

So sorry to hear about your trouble. 

FYI--for the future: a buyer has 30 days to invoke eBay's Money Back Guarantee, and 180 days to file a claim against you in PayPal. Because of this, it is a prudent practice to keep funds in your PayPal account, equal to your highest sale, in the event of a dispute or return. 

[best_vintage_photos]

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@coolections wrote:

What is ridiculous is new sellers (and some old sellers),  who list items that you cannot even use. They do not even tell the potential buyers that it cannot be used. Stating that the item is in great condition but yet it cannot be used. On top of that it is ridiculous that seller have begun using this restocking 20% fee. Ebay needs to stop this IMMEDIATELY. The only thing that should be allowed to be listed for a restocking fee is a brand new item that was opened by the buyer.

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I agree 100%. It really should probably not apply to any other situation - just with brand new items.

[lintbrush*]

@*eponymous*

I disagree with you that without controllers it isn't functional.  The system works.  

Your analogy would mean that things that take batteries to run would be SNAD if batteries weren't included... or like a working car without gas will work when it gets gas.   

I can sell you a working CPU but you need other things to use it.

[best_vintage_photos]

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@lintbrush* wrote:

@*eponymous*

I disagree with you that without controllers it isn't functional.  The system works.  

Your analogy would mean that things that take batteries to run would be SNAD if batteries weren't included... or like a working car without gas will work when it gets gas.   

I can sell you a working CPU but you need other things to use it.

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Here is the main question: Was a controller included in the original system when it was new? Or was the controller an item you would have purchased separately? If a contriller comes with a game system, then it is not even complete without it.

[d-k_treasures]

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@best_vintage_photos wrote:

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@coolections wrote:

What is ridiculous is new sellers (and some old sellers),  who list items that you cannot even use. They do not even tell the potential buyers that it cannot be used. Stating that the item is in great condition but yet it cannot be used. On top of that it is ridiculous that seller have begun using this restocking 20% fee. Ebay needs to stop this IMMEDIATELY. The only thing that should be allowed to be listed for a restocking fee is a brand new item that was opened by the buyer.

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I agree 100%. It really should probably not apply to any other situation - just with brand new items.

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Well, that's the only statement that is rational in the above paragraph.

And NOWHERE in the listing or even the ebay product details says that it comes with a controller.

It is exactly as described, if the buyer received everything he listed. The buyer bought a console, a power cord, an HDMI cable, and 8 games. Period.