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. 

[batcat63]

General return requirements

Same or unaltered condition (not an exhaustive list):

• Unused, unaltered, with no damage or signs of use outside of the listed item condition or how it was received
• All parts must be intact
• Must be returned with original product packaging: boxes, UPCs, bags or any items used to wrap and protect the item
• Must include all items that were included in the original package, such as cords, cables, remote controls, manuals, warranty and rebate cards, free gifts or bonus items
• Items must have original tags, labels, and/or any accompanying materials that were originally included

Art & Collectibles

• Must include any provided certificates of authenticity, grading or appraisal
• Items must not be removed from sealed packaging

Business & Industrial

• Should be drained of any fuel or liquid
• If assembled, item should be dismantled before return

Fashion

• Items cannot appear washed or used
• Items must have original tags
• Sanitary lining cannot be removed from an undergarment
• Item cannot be altered in any way
• Item cannot be stained (dirt, makeup, food, etc.)

Food & Beverages

• Item must be unopened
• Item must not be expired

Home & Garden

• Vacuum sealed products must remain vacuum sealed
• Should be drained of any fuel or liquid
• If assembled, item should be dismantled before return

Software, Movies, Music & Games

• Factory seal must not be broken/opened

Why does eBay have this policy?

Standardized category return guidelines create a more consistent experience for both buying and selling by eliminating the uncertainty of what's acceptable to return and what isn't.

[batcat63]

"Opening the package is sign of damage."

In a few categories, yes, but for most items, no. Not to Ebay.

[toyshnip]

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@batcat63 wrote:

"Opening the package is sign of damage."

In a few categories, yes, but for most items, no. Not to Ebay.

---

Condition New is defined as:
"A brand-new, unused, unopened, undamaged item (including handmade items)"

Once an item is opened, it cannot be sold as "new". It may not be damaged, but it is not "unopened"

[batcat63]

Yes, I hear you and understand that you cannot now sell your item as new according to Ebay's definition.

However, to withhold 50% of the purchase price because the buyer opened the package may not be in accordance with Ebay's General Return Requirements for buyers.

For most items, they must be returned with original product packaging.

Not in, with.

There are a few exceptions. Is your returned item one of them?

[femmefan1946]

@toyshnip 

as this was a brand new item, sealed in a package with the SKU, description matching and an item we sold dozens without any issue.

It seems optimistic to think that any item, even one straight from the factory, will always work.

I opened, to photograph, a small QBit figurine a month or two ago, only to find the arm had broken off and cannot be fixed or sold.  For other reasons it was not returnable to my supplier, so I tossed  it.

Usually this manufacturer makes excellent products , but stuff happens.

This is why sellers  should have Cookie Jar Insurance to cover losses.

[toyshnip]

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@femmefan1946 wrote:

@toyshnip 

as this was a brand new item, sealed in a package with the SKU, description matching and an item we sold dozens without any issue.

It seems optimistic to think that any item, even one straight from the factory, will always work.

I opened, to photograph, a small QBit figurine a month or two ago, only to find the arm had broken off and cannot be fixed or sold.  For other reasons it was not returnable to my supplier, so I tossed  it.

Usually this manufacturer makes excellent products , but stuff happens.

This is why sellers  should have Cookie Jar Insurance to cover losses.

---

We get all the time issues with brand new items. In most cases, we issue a refund or send a replacement.

However, they sent the item back to us. We tested the item. It works fine. Meaning that this is not a defective item. If it was a case that a part was broken or defective, that would be a different story.