Non-defective item

[toyshnip]

Just wondering if we did the right thing.
A customer bought an brand new item from us. He opens a case as not as described claiming the item is defective.

We received the item today, tested it, and it works perfectly fine. We did a video showing that the item is working. It could be that the customer didn't read the manual or doesn't know how to use the item.

Since the item is open, we can not sell it anymore.

The customer wanted a replacement. If the item was indeed defective, then we would have sent a replacement. But since we tested it and it is fine, we decided to use the 50% refund option ebay gave us. From what I understood, ebay will also protect us in case the customer leaves a negative feedback.

Not an expensive item, so we didn't lose much even after the 50%.

What would you have done?

1. Send a replacement item (meaning keeping the money, but losing 2 items), with a risk that the customer will again open a case for it to be defective.

2. Give a full refund.

3. Give a 50% refund. 

[stuff4divas]

I would have done what you did.

[bigdeals.etc]

Yes, I would've done the same as you did. Good Job.

Possibly also block them as despite unintentional, they may be a problematic buyer. It's not personal, just business.

[7606dennis]

I would have given the buyer a full refund.  If I were the buyer and believed that I had been sold a defective item, I would either want all of my money back or the item replaced with one that worked properly.  If the seller then informs me that they are going to refund only half of my money claiming it was my ignorance or failure to read or understand the instructions, I'd probably be livid and the bad word of mouth advertising your business would receive would probably be more costly than if you actually gave a full refund.

Of course, it would be good if you had reached out to the buyer and tried to find out why they had trouble getting the item to work properly for them.  However, if you feel that your best course of action is to refund instead of replace, I would suggest a full refund. 

Frankly, on eBay if I were the buyer I would probably not have wanted a replacement.  Returning for a refund usually works out better, in my opinion.

[18704d]

"Frankly, on eBay if I were the buyer I would probably not have wanted a replacement. "

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I think I see your point, too.

If a buyer asks for a replacement, that tends to indicate they believe the item WAS defective, and that they're not trying to get a refund based on buyer's remorse.

My decision would be based on the price of the item ...

I'd probably have refunded in full.

Lynn

[bigdeals.etc]

This is a good point. Any buyer is able to tarnish your account, regardless of how legitimate and sincere the buyer may be (or may seem to be). Only you can decide where your threshold is for buyer leniency.

For instance, I'm more lenient in my other smaller seller accounts that don't make as many sales.

[toyshnip]

Yes. It is a good point that maybe the customer did think it was defective and he now is left with a bad taste after this order.

If it was a remorse buy, he could have just return it to us. We have a free return policy.
But he opened it and opened a return without contacting us. We tested it and it is fine.

Yes, it could be a customer just didn't know how to use the item. In that case, if we ship a replacement, we may be in the same situation twice. Since the item was not defective, the next item will be the same issue - the user doesn't know how to use it. So nothing really changed from the first to the 2nd item. They are both new, from the same manufacturer and are operated the same way.

What if this was a user that played with the item, got fed up with it. Now he is returning it to us as "defective' we send a brand new item back to him and he then sells it on and gets his money back?

Yes. we did take a risk here by giving a partial refund. But if the customer would have contacted us with why he thinks it was defective, we may have been able to troubleshoot it and avoid a case. But the outcome was not good either way, as the item was opened and we do not sell used items.

[bigdeals.etc]

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@toyshnip wrote:
Yes. It is a good point that maybe the customer did think it was defective and he now is left with a bad taste after this order.

If it was a remorse buy, he could have just return it to us. We have a free return policy.
But he opened it and opened a return without contacting us. We tested it and it is fine.

Yes, it could be a customer just didn't know how to use the item. In that case, if we ship a replacement, we may be in the same situation twice. Since the item was not defective, the next item will be the same issue - the user doesn't know how to use it. So nothing really changed from the first to the 2nd item. They are both new, from the same manufacturer and are operated the same way.

What if this was a user that played with the item, got fed up with it. Now he is returning it to us as "defective' we send a brand new item back to him and he then sells it on and gets his money back?

Yes. we did take a risk here by giving a partial refund. But if the customer would have contacted us with why he thinks it was defective, we may have been able to troubleshoot it and avoid a case. But the outcome was not good either way, as the item was opened and we do not sell used items.

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Yup. Totally agree here. I get buyers who don't read my size charts, buy an XL and file SNAD saying it's not an XL. I auto accept the return. But the buyer wants me to replace with another XL (which is probably an XL under their standards and not the size chart). They still don't understand, or are acting ignorant to not understanding the measurements on the size chart. The item comes back clearly worn and tags removed and sometimes clothing is altered. I end up refunding 50% because I know they will be unhappy with the exact same XL size and continuing this merry-go-round.

I do understand why some sellers would refund in full though. But I wonder about those sellers... when do they decide to ever not issue a full refund? Because even the buyers who are clearly trying to game the system will still be livid once they don't get a full refund.

[batcat63]

Sellers are allowed to refund 50% on a SNAD?

[dippitydoo]

Howdy!

These situations can be tricky, can't they!  I'd have contacted the buyer and told them we tested it and it works perfectly...would he like it sent back or accept a 50% refund because it is now "not new"?  

Dippitydoo

[bonjourami]

If they offer free returns.

[kensgiftshop]

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@bonjourami wrote:

If they offer free returns.

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I thought that was only for remorse returns, didn't know it included INADs.

[bigdeals.etc]

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@kensgiftshop wrote:

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@bonjourami wrote:

If they offer free returns.

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I thought that was only for remorse returns, didn't know it included INADs.

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Blows your mind, doesn't it?

[batcat63]

I'd like to see that in writing.

If true, it negates Ebay's MBG.

[7606dennis]

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@dippitydoo wrote:

Howdy!

These situations can be tricky, can't they!  I'd have contacted the buyer and told them we tested it and it works perfectly...would he like it sent back or accept a 50% refund because it is now "not new"?  

Dippitydoo

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In my opinion, this approach runs a very high risk of alienating the customer and receiving some unfriendly feedback.  If the buyer thinks that the seller is trying to pull a fast one and is attempting to force him to accept what he believes is a faulty product or lose half of what they paid, I'm not sure the buyer's opinion of the transaction is going to be a positive one.