Qurestion about an item.

[und3rd06012]

Hi,

I sold a used item on Ebay (I am not a company/business, I am an individual) which on the description I just posted the link of the item on the manufacturer and I added detailed pictures about the condition of the item and its specs. The item is an electronic device. However the buyer mentioned that it is disappointed he/she requests a full refund or to authorize one because of 2 things:

1) The buyer is in UK (I am not and he expected to receive the right power adapter for his/her country. I have provided a picture of the item's box in the listing which stated that this is for International use and plug is EU. He never asked if there are extra adapters or if I could provide with any. Also I didn't know before hand where the buyer is located and I learned this info after he made the purchase. I took the initiative to offer him free of charge and shipping, conversion adapters (even though I think I am not obliged) from EU plug to UK, but from my understanding on how the writing conversation goes he/she refuses.

2) He/she mentions that he hears a sound that something has broke internally on the device. I asked him if we could do a video call to verify that it is a defect and not something else. I personally checked everything before shipping and there were no sounds that something is broken internally. Also he specifically asked if I could package the packaging box of item inside another box before shipping it, meaning add the box of the device inside another box and package it in a safe manner (bubble wrap I think he/she meant). I did exactly that. I wrapped the box the item, wrapped it in the bubble wrap, placed it in a packaging box, I wrapped the packaging box with bubble wrap again and put it inside a bigger box. I think again he/she refuses the video call silently as he/she asks for a full refund.

Bonus:

3)My item does have a no return policy.

4) I provided pictures that the item works as advertised and I took the extra step to offer free technical support in case he needed a custom config.

My questions:

1) Are the photos form of proof if they are real? (for the working condition and plugs)

2) If I have a no return policy can someone enforce me to accept the return? I would very much like to accept the return if there is a proven defect of course.

I am sorry I am quite new to all that and I am asking here in case someone could help!

Thank you for your time.

[bonjourami]

Sorry, you wont win this, Ebay does not look at pictures, they can be doctored. Also doesnt prove the item was received in the same condition it was sent. Since this item shipped to the Uk, you cannot provide a return label, but can PP him the funds for that.Then refund after return.You dont mention using Ebays global program so I assume you sent the item directly to the buyer.

[wastingtime101]

Electronic devices with plugs that vary by country are best listed with restricting international shipping to avoid problems like that.

Linking to the manufacturer website is not a good idea (and it violates policy here on .com) -  best to list item info in your own words in your own description, and describe any flaws very clearly.

As for the supposed defect, if the buyer files a return request and says the item is not as described, not working, etc then here on .com you are responsible for accepting it. Photos and videos mean nothing.

Since international return labels cannot be generated through eBay you would have to figure out how to purchase the required international return label, send the buyer funds to ship it back, or you can refund without requiring a return.

You're in Greece and the buyer is in the UK. Did you list and sell the item on .com or on .co.uk @und3rd06012 ?

You're on the .com discussion board and some policies here are different than on the .co.uk site, so if you sold this on .co.uk then you should post your questions on community.ebay.co.uk to ensure you're getting site-specific policy info.

[und3rd06012]

Hi!

Thank you all for your replies!

I listed it on .com. Yes I did not use the ebay global program.

[wastingtime101]

OK, so if you listed on .com then you won't be able to purchase a return label through eBay.

But keep in mind if the buyer made the purchase on .co.uk  (which you wouldn't know unless you asked them) then the .co.uk return policies will apply.

Should be pretty similar policies and the advice I posted above will help guide you. If the buyer files a formal return request you'll have to either provide return ship label, return ship funds or refund without return.

Come back if you have any more questions as things progress @und3rd06012 . Good luck.

[und3rd06012]

What should I do to prevent this from happening again (in case I will be enforced to accept the return)? Considering that the item arrives in the condition mentioned in the listing.

[wastingtime101]

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@und3rd06012 wrote:

What should I do to prevent this from happening again (in case I will be enforced to accept the return)? Considering that the item arrives in the condition mentioned in the listing.

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You said in the listing "item was used once for testing only" indicating there were no issues with it. Buyer heard an internal rattling. If the item is returned you can check for yourself if there's a rattling. Could be that damage occurred during shipping. Could be a buyer pulling a switcheroo with their old unit (you can check the serial number on the physical unit that's returned to see if it matches the one on the box in your listing).

If you find the item is the same unit, perhaps damaged in shipping, then avoiding it in the future means better packing.

If you find the buyer is lying and abusing the returns policy, you can report them. But there's really nothing you can do to prevent it from happening again.

[und3rd06012]

Also I would like to ask if I can prove that it this is a remorse return and not a "defect" can I appeal the return and the refund? I think the buyer bought it from co.uk btw.

[und3rd06012]

ok! Thank you all for your replies. My packaging was quite good I would say. Since it had 3 boxes protecting the device (on the original packaging, the packaging of the original packaging and the box that contained everything. Everything was firmly placed in the most outer package with bubble wrap.)

I will see how it goes.

Again thank you all for your replies and help!