Received Return request saying 'item not working' on New item with warranty

[stridder123]

Hi Guys,

I sold new item that was never opened, in original package and moreover it comes with manufacturer warranty and I received return request. Buyer clams it doesn't work, which is hard to believe since it was brand new and never opened.

There's slight chance the product he/she bought is incompatible with their hardware (its hardware part), but even so that shouldn't be a ground for return.

My listing says 'returns not accepted'.

But there's no even such option to decline the return request!

I replied to buyer, but ebay gives few days to respond to return request, and my reply doesn't seem to count as respond.

What will happen if I don't take any action besides replying to buyer?

Thanks!

[myescape]

Seller can not leave bad feedback.Buyers can not receive anything other than a positive.And if seller leaves negative comment in a positive feedback buyer can contact ebay and the statement will be removed and seller's account dinged

[stridder123]

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@bubbleman2010 wrote:

Have you started the return for refund process yet?

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Nope. So much conflicting information

[bubbleman2010]

Like I said no sense waiting a person doesn't need a crystal ball to figure out the outcome and if you leave it up to ebay to decide I know you won't like that outcome.

[stridder123]

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@myescape wrote:

Seller can not leave bad feedback.Buyers can not receive anything other than a positive.And if seller leaves negative comment in a positive feedback buyer can contact ebay and the statement will be removed and seller's account dinged

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Now I understand why everybody have 100% feedback.

[myescape]

If buyer did not receive 2 working nodules the item is not as described.

[maryinlikely]

You need to approve the Return regardless of the reason. There is no such thing as no Return on Ebay. You will get a strike from Ebay if the buyer goes to Ebay. You will need to take the warranty to the company.

[stridder123]

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@bubbleman2010 wrote:

Like I said no sense waiting a person doesn't need a crystal ball to figure out the outcome and if you leave it up to ebay to decide I know you won't like that outcome.

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What do I loose if I don't do anything, besides possible issues for future selling?

I am not going to sell here anything anymore. I've seen enough.

brian.t said buyer have to return item anyway. If I accept return - its the same outcome. There's a chance buyer wan't escalate etc.

[missjen831]

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@stridder123 wrote:

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@bubbleman2010 wrote:

Like I said no sense waiting a person doesn't need a crystal ball to figure out the outcome and if you leave it up to ebay to decide I know you won't like that outcome.

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What do I loose if I don't do anything, besides possible issues for future selling?

I am not going to sell here anything anymore. I've seen enough.

brian.t said buyer have to return item anyway. If I accept return - its the same outcome. There's a chance buyer wan't escalate etc.

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If the buyer asks ebay to step in, they might not be told to return the item. I believe Brian was confirming that when the seller has a "no returns policy", it does not mean the buyer gets an immediate refund without returning the item. Its not ebays policy to issue an automatic refund when a return is escalated to ebay.

The Money Back Guarantee does say that if a seller refuses to accept a return or does not pay for return shipping, that the buyer may be refunded without having to return the item. THAT is the risk you are taking here if you don't accept the return.

[stridder123]

I gave him a dozen of things to try - he just doesn't reply. What can it be besides scam??

[rixstuff]

Ah but heres the thing: Do YOU PERSONALLY guarantee a warranty?  The odds arent very good that the manufacturer would honor the warranty on that item.  In many cases IF a warranty is available, the buyer would have to register it with the manufacturer within days of purchase and provide info FROM THE ORIGINAL RECEIPT from the store, which Im guessing YOU didnt provide to the buyer.

Having worked retail, I can tell you that MANY NIB/NWT items fresh from the factory DONT WORK.  There are rooms full of "new" items that dont work in the back of every store.  Whatever you sell here (and most everywhere else) it is assumed that you are selling a functioning item.  Even NIB it is a good idea to test it to make sure it works before listing it.  I say take it back, test it out and if it really DOES work, you can always relist it.

[stridder123]

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@missjen831 wrote:

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@stridder123 wrote:

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@bubbleman2010 wrote:

Like I said no sense waiting a person doesn't need a crystal ball to figure out the outcome and if you leave it up to ebay to decide I know you won't like that outcome.

---

What do I loose if I don't do anything, besides possible issues for future selling?

I am not going to sell here anything anymore. I've seen enough.

brian.t said buyer have to return item anyway. If I accept return - its the same outcome. There's a chance buyer wan't escalate etc.

---

If the buyer asks ebay to step in, they might not be told to return the item. I believe Brian was confirming that when the seller has a "no returns policy", it does not mean the buyer gets an immediate refund without returning the item. Its not ebays policy to issue an automatic refund when a return is escalated to ebay.

The Money Back Guarantee does say that if a seller refuses to accept a return or does not pay for return shipping, that the buyer may be refunded without having to return the item. THAT is the risk you are taking here if you don't accept the return.

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Looks like nobody knows how system works for 'no return' listings in case seller accept return either. Lottery in any case. And memory is used now, and possibly buyer bought it to exchange with broken module.

[stridder123]

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@rixstuff wrote:

Ah but heres the thing: Do YOU PERSONALLY guarantee a warranty?  The odds arent very good that the manufacturer would honor the warranty on that item.  In many cases IF a warranty is available, the buyer would have to register it with the manufacturer within days of purchase and provide info FROM THE ORIGINAL RECEIPT from the store, which Im guessing YOU didnt provide to the buyer.

Having worked retail, I can tell you that MANY NIB/NWT items fresh from the factory DONT WORK.  There are rooms full of "new" items that dont work in the back of every store.  Whatever you sell here (and most everywhere else) it is assumed that you are selling a functioning item.  Even NIB it is a good idea to test it to make sure it works before listing it.  I say take it back, test it out and if it really DOES work, you can always relist it.

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It has LIFETIME WARRANTY. And I offered buyer any help with warranty - zero interest.

The package was sealed, how I'm supposed to test it???

[rixstuff]

A "lifetime warranty" was intended for YOU as the original buyer.  It doesnt necessarily convey to a second buyer.  So if it doesnt work YOU can get the manufacturer to refund/replace it.

[stridder123]

If return request says 'Please take action by day X', is deadline till the end of day X or when?

[stridder123]

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@rixstuff wrote:

A "lifetime warranty" was intended for YOU as the original buyer.  It doesnt necessarily convey to a second buyer.  So if it doesnt work YOU can get the manufacturer to refund/replace it.

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How do you know it doesn't work??

There's simply no information and no replies, and zero interest from buyer. PC doesn't start doesn't mean anything.

Try to count probality that 2 modules doesn't work. Its similar to probability of asteroid hitting earth within next week. Well could still happen:)