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!

[bubbleman2010]

It take effect the second after midnight on the day you're suppost to select. They escalate the dispute at 12:01 it will be all over but the crying by 12:10....

[stridder123]

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@bubbleman2010 wrote:

It take effect the second after midnight on the day you're suppost to select. They escalate the dispute at 12:01 it will be all over but the crying by 12:10....

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which timezone?

[bubbleman2010]

Its all based on ebays time zone...

[bubbleman2010]

I feel sorry for you most folks on their first rodeo with ebay get tossed right to the ground,but the bright side is it wasn't a 600 or 700 cellphone...

[bubbleman2010]

You really do need to accept the return and if what you sold comes back and not what you sold you need to file a misuse of the MBG. You'll then have first hand knowledge of how ebay operates and help you decide if you want to use them again in the future for other items you'd like to sell...

[missjen831]

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@stridder123 wrote:

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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.

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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.

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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.

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I know exactly how it works and I already explained it. I’m not sure what is causing you confusion now? Your return policy is completely irrelevant now. It applies to remorse returns. Your buyer requested a not as described return. So you have to go in and accept it and then eBay will notify the buyer, issue them a label and give them a return by date. 

[missjen831]

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@stridder123 wrote:

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

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You have until the end of that day to accept the return. If you don’t, the buyer can ask eBay to step in and you will lose. You can also ask eBay to step in and again you will lose. If nobody asks eBay to step in within 30 days then the return times out.

[missjen831]

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@stridder123 wrote:

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@bubbleman2010 wrote:

It take effect the second after midnight on the day you're suppost to select. They escalate the dispute at 12:01 it will be all over but the crying by 12:10....

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which timezone?

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Pacific standard

[stridder123]

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@missjen831 wrote:

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@stridder123 wrote:

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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.

---

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.

---

I know exactly how it works and I already explained it. I’m not sure what is causing you confusion now? Your return policy is completely irrelevant now. It applies to remorse returns. Your buyer requested a not as described return. So you have to go in and accept it and then eBay will notify the buyer, issue them a label and give them a return by date. 

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He described it as 'Doesn't work or defective'.

[bigchief2472000]

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@bubbleman2010 wrote:

Your first statement says you don't issue buyers refunds and allow them to keep the item. Then down below you state .... If a refund isn't started in this timeframe, we'll automatically issue the refund on your behalf...... Does the buyer have to return anything before you issue a refund?

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The way I understood it, once the seller already has the item back, if they fail to refund within the timeframe, the buyer will be refunded.  If the seller just ignores the return request, then ebay is supposed to generate a return label on their behalf and charge the seller for it.  I'm pretty sure I have seen reports on here where the buyer was refunded without shipping anything back, but you never know what details may have been left out of such reports.

[missjen831]

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@stridder123 wrote:

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@missjen831 wrote:

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@stridder123 wrote:

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@missjen831 wrote:

---

@stridder123 wrote:

---

@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.

---

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.

---

I know exactly how it works and I already explained it. I’m not sure what is causing you confusion now? Your return policy is completely irrelevant now. It applies to remorse returns. Your buyer requested a not as described return. So you have to go in and accept it and then eBay will notify the buyer, issue them a label and give them a return by date. 

---

He described it as 'Doesn't work or defective'.

---

That is a “not as described return”. There are 2 return categories here-buyers remorse and not as described (or SNAD). Buyers remorse would be changed mind, ordered by mistake, wrong side or doesn’t fit. Doesn’t work or defective, missing pieces, wrong item sent and does not match the description or pictures are not as described returns. So you have to either accept the return or if you are the gambling time, stay silent and hope he doesn’t ask eBay to step in 🙂

[bigchief2472000]

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@missjen831 wrote:

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@stridder123 wrote:

---

@missjen831 wrote:

---

@stridder123 wrote:

---

@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.

---

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.

---

I know exactly how it works and I already explained it. I’m not sure what is causing you confusion now? Your return policy is completely irrelevant now. It applies to remorse returns. Your buyer requested a not as described return. So you have to go in and accept it and then eBay will notify the buyer, issue them a label and give them a return by date. 

---

I believe the op did say that they don't have an option to deny the request, so I will assume that the buyer filed it as INAD, but the reason they gave ("doesn't work with my hardware") sounds a lot like a remorse reason to me.  I would agree that the seller should just take the return and if it turns out that they aren't defective, report the buyer for misuse of the MBG and try to get a shipping reimbursement from ebay.

[stridder123]

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@missjen831 wrote:

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@stridder123 wrote:

---

@missjen831 wrote:

---

@stridder123 wrote:

---

@missjen831 wrote:

---

@stridder123 wrote:

---

@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.

---

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.

---

I know exactly how it works and I already explained it. I’m not sure what is causing you confusion now? Your return policy is completely irrelevant now. It applies to remorse returns. Your buyer requested a not as described return. So you have to go in and accept it and then eBay will notify the buyer, issue them a label and give them a return by date. 

---

He described it as 'Doesn't work or defective'.

---

That is a “not as described return”. There are 2 return categories here-buyers remorse and not as described (or SNAD). Buyers remorse would be changed mind, ordered by mistake, wrong side or doesn’t fit. Doesn’t work or defective, missing pieces, wrong item sent and does not match the description or pictures are not as described returns. So you have to either accept the return or if you are the gambling time, stay silent and hope he doesn’t ask eBay to step in 🙂

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Well I loose anyway. I called customer service and after 1 hour of useless blah blah blah I persuaded them to create a case - they gave me a case #. Also said to call tomorrow to escalate it. 

Took only an hour to get to a rep - almost forgot that I'm calling:)

[stridder123]

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@bigchief2472000 wrote:

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@missjen831 wrote:

---

@stridder123 wrote:

---

@missjen831 wrote:

---

@stridder123 wrote:

---

@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.

---

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.

---

I know exactly how it works and I already explained it. I’m not sure what is causing you confusion now? Your return policy is completely irrelevant now. It applies to remorse returns. Your buyer requested a not as described return. So you have to go in and accept it and then eBay will notify the buyer, issue them a label and give them a return by date. 

---

I believe the op did say that they don't have an option to deny the request, so I will assume that the buyer filed it as INAD, but the reason they gave ("doesn't work with my hardware") sounds a lot like a remorse reason to me.  I would agree that the seller should just take the return and if it turns out that they aren't defective, report the buyer for misuse of the MBG and try to get a shipping reimbursement from ebay.

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Its hard to proof they aren't defective. Especially if ebay is all on buyer side

[missjen831]

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@stridder123 wrote:

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@missjen831 wrote:

---

@stridder123 wrote:

---

@missjen831 wrote:

---

@stridder123 wrote:

---

@missjen831 wrote:

---

@stridder123 wrote:

---

@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.

---

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.

---

I know exactly how it works and I already explained it. I’m not sure what is causing you confusion now? Your return policy is completely irrelevant now. It applies to remorse returns. Your buyer requested a not as described return. So you have to go in and accept it and then eBay will notify the buyer, issue them a label and give them a return by date. 

---

He described it as 'Doesn't work or defective'.

---

That is a “not as described return”. There are 2 return categories here-buyers remorse and not as described (or SNAD). Buyers remorse would be changed mind, ordered by mistake, wrong side or doesn’t fit. Doesn’t work or defective, missing pieces, wrong item sent and does not match the description or pictures are not as described returns. So you have to either accept the return or if you are the gambling time, stay silent and hope he doesn’t ask eBay to step in 🙂

---

Well I loose anyway. I called customer service and after 1 hour of useless blah blah blah I persuaded them to create a case - they gave me a case #. Also said to call tomorrow to escalate it. 

Took only an hour to get to a rep - almost forgot that I'm calling:)

---

So you know then, that they didn’t open a case? The case number is probably made up. If a case had been opened, you wouldn’t have to call back tomorrow. Because a case....is nothing more than an escalated return request. So...no case has been opened yet 🙂