Return Request Question

[riccozic]

Had a buyer purchase a laptop from me. The buyer received the laptop and six days later filed a not as described return request stating that the hard drive and RAM were not as listed. I inspect each laptop before it ships to verify specs and they were correct.

However, I contacted the buyer by Ebay messaging to apologze and to get some more information. I told the buyer if the specs were incorrect I would offer a refund or exchange and pay the return shipping, buyers choice. The buyer was very rude and accusatory in their response calling me a liar and incompetent and saying that I did this on purpose to decieve him. They said that they know laptops and their specs and that I was not able to fool them.

But the buyer also stated in his reply that he paid $100.00 to change the operating system on the laptop, which makes no sense. If the laptop arrived with incorrect hardware, why pay $100.00 to change the operating system if you are going to return it, very suspicious to me.

Now in my auctions I state that if any parts including the operating system have been changed on a laptop, I can no longer accept a return. Also, Ebay's Item Condition Return Policy states the following:

Policy overview

You must return an item in the same condition as it was received, not used or altered in any way. 

So in this case I believe I should be able to refuse the return request since the buyer has admitted that they changed the operating system and the laptop is no longer in the same condition as it was received.

Or am I wrong? I want to do what's right, but also want to protect myself.

[fuzzyfurball]

I was looking up your feedback profile and MAKE SURE you're letting the CSRs know about your long selling experience because if it were just THIS      feedback profile, I'm sorry to say that they probably won't put much credence in a ZERO feedback seller.  

[riccozic]

I will do that. I have been selling on Ebay for over 18 years and have over 21000 positive feedback on my seller account with no negatives, so I am hoping they will take that into consideration.

Another reason I want to escalate this to a case is that hopefully if I win and if the buyer leaves negative feedback I can have it removed.

Judging by his response it is almost a definite that he will neg me.

[missjen831]

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@riccozic wrote:

I will do that. I have been selling on Ebay for over 18 years and have over 21000 positive feedback on my seller account with no negatives, so I am hoping they will take that into consideration.

Another reason I want to escalate this to a case is that hopefully if I win and if the buyer leaves negative feedback I can have it removed.

Judging by his response it is almost a definite that he will neg me.

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You don't need to call trust and safety for this. Use the concierge. 

[rolenboy01]

I can't stand when people use that "deceived me on purpose" line it just reeks of psychotic scammer.

[riccozic]

I feel the same way, sometimes I think they do that to justify the fact they they are trying to scam you. It almsot makes them feel like they are doing nothing wrong.

They are like Kramer on Seinfeld, they think you can just write it off.:)

I try not to take it personally, but it's frustrating when you try so hard to treat your buyers with respect and tell them how much you appreciate their business, then one comes around and accuses you of ripping them off.

[riccozic]

I wanted to give all of you an update. I was just emailed by Ebay Concierge and they agreed with me that the buyer altered the item. They then escalated the return request and automatically closed it in my favor. No refund to the buyer and any negative feedback will be removed.

So a definite win and big help from Ebay!

[plumbingspecials]

The buyer has every indication of one of those "partial refund scammers". 

[riccozic]

Agreed, he shot himself in the foot when he said he changed the operating system. If he would have left that one detail out I would have been cooked.

[threshold.sales.group]

Great news. 

Thought more about it yesterday and the only reason I can see for the new operating system is that the buyer switched out parts. The new O-S is so bizarre, except that would then make sense of him accusing you of not listing the correct physical specs.  The unit he was planning to send back was either a completely different one or your unit after being mined for parts and reassembled with what he had sitting around.