Message from my buyer...

[ezbiz2013]

I sold working acer v5 to a buyer week ago.

Today the buyer messaged me this :

Hello sir,
This is the third one of this exact laptop 💻 I’ve gotten my son.

This one in particular is extremely slow.
Way too slow to do his online school work.
The exact model and make was significantly faster then the one I received from you.

Please advise on how to proceed.
As it stand this will not work for us way to slow and freezes all the time.

Thank you in advance for your assistance in this mater.

How can I handle or answer the buyer concerns?

[this*old*attic]

Unless you are knowledgeable enough to troubleshoot his issues ....

“I’m sorry you are not satisfied. Please re-box carefully and return for full refund.”

[mam98031]

If they open a return request you will need to issue them a return label and take the return.  I hope you had your serial number of this laptop noted in the listing they purchased from.  Also I usually recommend stating that in your listings as well as having one of your pics show the serial number.

Good luck.

[femmefan1946]

His greeting tells me that English is not his first language.

Was the laptop shipped to a freight forwarder? Many overseas countries are not accepting shipments from the USA (or anywhere else) at this time. This means that forwarders cannot... umm... forward.

It's also weird that he keeps buying the same unsatisfactory laptop.

Do I detect a scent of scammer here?

However.

Just tell him to return the laptop for a full refund.

"I regret you are unhappy with the performance of your purchase. Please return it for a full refund."

If he demands a partial refund

"I regret you are unhappy with the performance of your purchase. Please return it for a full refund."

If he demands return shipping.

"I regret you are unhappy with the performance of your purchase. Please  open an eBay dispute so that I can send shipping to return it for a full refund."

If he opens a Dispute; in the Dispute.

"I regret you are unhappy with the performance of your purchase. Please return it for a full refund."

Don't fear the Dispute.

IF he opens it, you may not have to pay for the return shipping if he chooses a Buyer Remorse reason.

If you have to send a return shipping label and he does not use it, you will eventually be refunded its cost, and he loses the Dispute and is not refunded.

If he uses the label and returns the laptop, you now have a laptop to sell.

Most scammers avoid Disputes like this, because they fear being on eBay's radar. Which basically means, eBay will not honour the Money Back Guarantee and you don't have to provide a return shipping label nor refund. **

** If he does return the laptop on his own dime, it is only ethical to refund his original payment, with or without a Dispute.

[gamersbaystore · Accepted solution]

Yes, it is slow, but that's what your buyer chose to buy. According to standard factory specs for this laptop, it has a Core i5 processor at 1.7Ghz, and a 5400 RPM mechanical hard drive, which is incredibly slow!

The only way to speed it up is to replace the 5400 RPM drive with a 7200 RPM or a solid state. Any computer with a 5400 drive is going to run like a turtle. 

Even then, the processor is not going to run much other than a web browser, and there is no way to speed it up either. These processors are locked by default.

The buyer is obviously uneducated and doesn't have a clue as to what they even bought.

For the record, 5400 RPM drives were obsolete over a decade ago.

[dk0]

---

@mam98031 wrote:

If they open a return request you will need to issue them a return label and take the return.  I hope you had your serial number of this laptop noted in the listing they purchased from.  Also I usually recommend stating that in your listings as well as having one of your pics show the serial number.

Good luck.

---

And while I would love to think that having the serial number would help the seller, I doubt it.  If eBay won't protect a seller if the buyer returns a box full of rocks, why do we think they will protect against a laptop switcheroo?

[zylor4200]

You do have a good point. Ebay sides with their buyers 99% of the time so all I can say is good luck but if the buyer is honest he will return the correct item for a refund.

[ezbiz2013]

So having 99% means as seller I can get ripped off...?

I got 99% from buyer who didn't even buy anything. He wanted me offer free shipping on something after bidding on it...

[femmefan1946]

This is why we have Blocked Bidder Lists.

[buyselljack2016]

---

@ezbiz2013 wrote:

So having 99% means as seller I can get ripped off...?

I got 99% from buyer who didn't even buy anything. He wanted me offer free shipping on something after bidding on it...

---

That pail holds no water.

It  may have been an error on your part, but we can all see the title of the listing that got you a negative.

[mam98031]

---

@buyselljack2016 wrote:

---

@ezbiz2013 wrote:

So having 99% means as seller I can get ripped off...?

I got 99% from buyer who didn't even buy anything. He wanted me offer free shipping on something after bidding on it...

---

That pail holds no water.

It  may have been an error on your part, but we can all see the title of the listing that got you a negative.

---

Yes, that is what their listing title said.  No wonder the buyer expected the free shipping.  They were only asking for what the seller said they would get.  There is nothing wrong with the buyer expecting them to follow through.

[ezbiz2013]

Spoiler

Title ain't description unless you on dope to think so.

[mam98031]

---

@ezbiz2013 wrote:

Spoiler

Title ain't description unless you on dope to think so.

---

WHAT?  Your title is part of your listing.  You can't just put whatever you want in the title and thing you don't have to supply what you say in your title.  That makes absolutely no sense whatsoever and is certainly NOT represented in any of the listing rules on Ebay.

If you state it in your title it IS part of your listing description.  You can't say you give FREE PM shipping in the title and then refuse to honor that without breaching an Ebay selling rule.  That is not how it works.

For reference, your title read "Microsoft Xbox 360 Brick AC Adapter Power Supply FREE PRIORITY MAIL USA ONLY".

[ezbiz2013]

If I were that buyer I should read and pay attention to the details first. 

If title said free shipping but the post is showing shipping cost; I will message the seller to update the shipping cost to free shipping not after you bid on it and realize that you're going to pay more than your budget...

Shipping cost or Free shipping is always next or below the item price...

[mam98031]

---

@ezbiz2013 wrote:

If I were that buyer I should read and pay attention to the details first. 

If title said free shipping but the post is showing shipping cost; I will message the seller to update the shipping cost to free shipping not after you bid on it and realize that you're going to pay more than your budget...

Shipping cost or Free shipping is always next or below the item price...

---

As a buyer I would do the same if I saw a discrepancy, but that doesn't mean that the seller isn't 100% responsible for what the listing says and that includes the title, pictures, ISBs, description, etc.  It is ALL the seller's responsibility.  

You made a mistake and from the buyer's reaction you weren't willing to step up and take responsibility for it.  We all make mistakes.  And when we do, it is best to own them, take care of your customer and then move on.  Learning to be more careful in how we design our listings in the future.  But you should have honored your commitment to ship the item via PM at no additional charge to the buyer.  Heck you even had it in all caps.

I've made some mistakes that have cost me a bit of money.  But when it is my fault, such as it was with your situation.  I own it, apologize to the buyer, I take care of them and move on in the hopes I don't make that mistake again.  But a buyer never pays for my mistake, that is my responsibility.