eBay

nationalpawnshop · ‎05-14-2019

On April 12th we sold an XBox Kinect sensor. Once the buyer received it, April 18th, they wrote to say that it didn't include a power cord or a wifi connector, which they were assuming it would, and had to go out and buy these parts. We replied that the listing was just for the sensor, that the photos showed only the sensor and that the listing contained the condition that "What you see in the photos is what you get. If you don't see it in the photos, it is not included."

Ok, so, last Friday, May 10th, the buyer filed a return request. Except they don't want to return the item; they want us to re-imburse them for the parts they bought. In fact, what they're asking for is $5 more than we were actually paid for it.

So far I've responded by again indicating that the listing was for the sensor and nothing else and that the buyers decision to buy additional parts was their decision and responsibility, not ours. The buyer, however, insists that we are at fault and insists we pay for these parts.

I'm wondering, therefore, what sort of decision eBay might make on this as it seems likely that it will go to them for a final determination. We're prepared to take the item back and issue a refund of the purchase price + shipping but no way will we pay for these parts.

a_c_green · ‎05-14-2019

@nationalpawnshop wrote:
We're prepared to take the item back and issue a refund of the purchase price + shipping but no way will we pay for these parts.

Of course not. Select the Return for Refund option (not just "Refund") and keep the correspondence simple:

"Dear Simple,

We're sorry that you are not happy with your purchase. You may return it for a full refund.

Sincerely,"

etc.

Repeat as necessary. Do not get drawn into haggling or debate. Their expectations were off the wall and you have no obligation to do anything about that.

femmefan1946 · ‎05-14-2019

Stop conversing and bargaining.

Tell the ~~idiot~~ customer to return the item for a full refund."Please return the XBox Kinect sensor. for a full refund."

He may demand return shipping. If he has not opened a Dispute, just respond "Please return the XBox Kinect sensor. for a full refund."

If he opens a Dispute, respond. "Please return the XBox Kinect sensor. for a full refund."

If he says it is Not As Described, you can call eBay and talk to a clerk about the real problem, but if worse comes to worst, you may have to send a Return Shipping Label.

If he does not use the label, you win the Dispute and eventually the RSL will be refunded.

If he does use it and you get the thingie back in the same condition you sent it, refund him, block him, relist.

Your time is worth 18 cents a minute at my local minimum wage. Don't wast more time and money on this twit than necessary.

nationalpawnshop · ‎05-14-2019

Actually, we have a No Return policy but under the circumstances, we're prepared to accept it just to make this idiot go away...

myboardid · ‎05-14-2019

All you have to do is accept the return request. If it was a remorse return, then they have to send it back. if it was a "Not As Described" return (I'd bet it was), then you have to send them a return label. Then you have to refund when you get something back. I'd also bet you don't get back what you sent.

Do NOT, NOT, NOT engage in any conversation with them at this point. ONLY accept the return, that is all. Not a peep out of you!

Do NOT bump this to eBay. You will end up losing the case, the buyer will get to keep the item and will get a full refund, and you will get a serious defect that could affect your ability to sell.

----------------------------
Successful and experienced seller since 1997, over 70,000 feedback, boardie since the boards were begun.

nationalpawnshop · ‎05-14-2019

OK, I've accepted the return. It's now up to the bug-wit to send it back. Except they don't want to send it back; they want us to pay for those parts...

dtexley3 · ‎05-14-2019

Report the buyer for abuse. Requesting items not included in the listing is abuse under the "new" seller protections.

Member of the Grumpy Old Man crew

rpalma · ‎05-14-2019

I don't normally accept returns.

A buyer wanted to return an item because "he no longer wanted it" and I declined.

He then opened a SNAD case.

I bumped it to ebay and he lost.

So, ebay sometimes does the right thing.

The dude then opened an "item not received" case with paypal.

He lost that one, too.

calntom · ‎05-14-2019

@dtexley3 wrote:
Report the buyer for abuse. Requesting items not included in the listing is abuse under the "new" seller protections.

Yes, make sure to report the buyer so that it is on record already in case eBay has to get involved at some point.

a_c_green · ‎05-14-2019

@nationalpawnshop wrote:
OK, I've accepted the return. It's now up to the bug-wit to send it back. Except they don't want to send it back; they want us to pay for those parts...

and I want a pony.

Okay, not really.

Wanting you to pay for parts that were not included in the listing and never were described as being there (I looked on the box packaging showing in the photos and see no mention of the parts there either) (plus, isn't that thing powered by the game console anyway?) does not seem likely to get them anywhere, but the best approach is to not even entertain that line of argument, and stick with your Return For Refund mantra. If they don't produce a return tracking number within... 5 days? Is it?... then you can get the return case closed out.

goodluckselling · ‎05-14-2019

@nationalpawnshop wrote:
OK, I've accepted the return. It's now up to the bug-wit to send it back. Except they don't want to send it back; they want us to pay for those parts...

The buyer now has 5 business days or 7 days total to show an acceptance scan on the tracking number for the return shipping label. You can review it in the request details. If they do not get that acceptance scan you can call eBay and have them review this, and if it is past the time frame they will close it out in sellers favor. It is not automatic so you do need to call to have it closed out.

Also I wanted to say that I did review the item in questions and I do not see any language like you mentioned? Your condition shows as = used "appears to be in very good condition" No mention of what you see is what you get? Also the condition you used would have been wrong for an item missing parts. Both new and used condition by eBay definition says the item is " fully operational and functions as intended". Here is a link to eBay condition definitions - https://www.ebay.com/pages/help/sell/contextual/condition_1.html

You did the right thing by accepting the return because you would have lost any case based on the info I found.

Good Luck Selling!

tunicaslot · ‎05-14-2019

The OP does have that in his TOS

twnpopcards · ‎05-14-2019

@nationalpawnshop wrote:
On April 12th we sold an XBox Kinect sensor. Once the buyer received it, April 18th, they wrote to say that it didn't include a power cord or a wifi connector, which they were assuming it would, and had to go out and buy these parts. We replied that the listing was just for the sensor, that the photos showed only the sensor and that the listing contained the condition that "What you see in the photos is what you get. If you don't see it in the photos, it is not included."

Ok, so, last Friday, May 10th, the buyer filed a return request. Except they don't want to return the item; they want us to re-imburse them for the parts they bought. In fact, what they're asking for is $5 more than we were actually paid for it.

So far I've responded by again indicating that the listing was for the sensor and nothing else and that the buyers decision to buy additional parts was their decision and responsibility, not ours. The buyer, however, insists that we are at fault and insists we pay for these parts.

I'm wondering, therefore, what sort of decision eBay might make on this as it seems likely that it will go to them for a final determination. We're prepared to take the item back and issue a refund of the purchase price + shipping but no way will we pay for these parts.

You owe them nothing more than you showed in the picture and in your listing description. This sounds like another one of those Ebay buyers that now expect the Seller to give them whatever they want or they will file a SNAD or leave a negative.

I would just keep repeating, " I am sorry you are happy with what you purchased from us. Please return the item to us for a complete refund once it has arrived". This is the only way to deal with these types of buyers and all Ebay would possibly require of you is this exact outcome.

twnpopcards · ‎05-14-2019

@nationalpawnshop wrote:
Actually, we have a No Return policy but under the circumstances, we're prepared to accept it just to make this idiot go away...

In Ebays world you may have No Returns Policy, but do not have a No Refunds Policy as Ebay will openly allow a buyer to lie about why they want to return an item and file a SNAD case. If the buyer does that you either have them return the item for a refund or you refund and let them keep the item, which is what most Buyers are hoping you will do.

twnpopcards · ‎05-14-2019

@dtexley3 wrote:
Report the buyer for abuse. Requesting items not included in the listing is abuse under the "new" seller protections.

I guess this will be the start of seeing whether Ebay was being truthful about finally enforcing their policies on Buyers or if once again Sellers got nothing but Lip Service.