Seller wants to return an item for product information I didn't disclose

[csmi8657]

I sold a video game console (PS4) and the seller wants to return it because they found it it doesn't play old (PS3) games. Their reason they put on the return is that the product doesn't match description/photos. For those who are into video games, it's been known for a long time that the PS4 doesn't play PS3 games, and since I'm not Sony- I feel I didn't really need to put that into the description. I did not know that's the whole reason they were going to buy it, but they probably should have done their research first. What should I say to avoid closing in the seller's favor? 

[lakefor94]

I always say, "Sorry to hear that you are not pleased with your purchase.  Please return for refund."

If the buyer opens a Item Is Not As Described type return case, you have 3 choices.

1. You can refund now and let the buyer keep the item.

2. Accept the return and make sure a prepaid return label is available in the return case. The buyer returns the item and then you refund in full.

Seller protection:
If you are a Top Rated Seller who offers 30-day or longer returns and the buyer returns something different, opened, used, etc. the seller can deduct up to 50% of the refund to recover the decreased value of the item.

3. Do nothing. eBay will close the return, refund the buyer and allow the buyer to keep the item. You also receive a serious defect on your seller account for having eBay step in and refund, thus doing your job as a seller.

Here is an eBay link with just about all you need to know.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

[ckimodog]

@csmi8657 

Did you mean the "buyer?"  Most likely Ebay will close in favor of the buyers request.  Ebay offers a Money Back Guarantee for all buyers:

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

Accept the return and pay for the label.  

Happy Selling. 

[csmi8657]

yes I did mean buyer. my bad

[spreadlovelikefire]

Ebay will always close in buyers favor.  I just had a guy purchased two sets of shirts from me that were listed as "irregular", pictured as "irregular", and described as "irregular".  He gets the packages yesterday and sends me a message demanding I refund him some of his money because they have a sticker on them that says "irregular".  I sent him a message explaining that it is listed and pictured as such but either way I offer free returns so he can open  a return if he wants.  He still opened it as "item not as described" and eBay doesn't give a crap that he opened it that way.  He even messaged back and said he "now sees" where it was listed that way.  So I get to pay his shipping both ways and I get a defect on my seller metric.  It's just how eBay is.  Drives me crazy sometimes but you either accept the return and hope they send you the item back or eBay rules in their favor, they get a refund from your money, you do not get the item back, and you not only get a metric defect but also a defect for not resolving a case.  Ebay is multifaceted when it comes to punishing sellers.  

[csmi8657]

But I don't understand though. To what degree is the seller responsible for informing the buyer? It would be like if someone bought a blu-ray movie and found out it didn't work in a DVD player.

[soh.maryl]

Not quite the same.  Don't know much about these things, but do know that eBay is going to rule in the buyer's favor and require you to send a prepaid label and to refund when you get it back.  

Also, if you have other similar items to list, it might be a good idea to point out the fact that it doesn't play old PS3 games.  Could save you a lot of trouble in the future.  You need to consider that not everyone is "into" video games.  Maybe they bought it for a friend or relative or maybe they were among the few of us who would not have known about that when making that purchase.  

[deltilogical]

Welcome to World Stupid.  The Stupid are in charge and they make the rules. 

[ckimodog]

@csmi8657 

No, you're not bad at all.  😊

[soh.maryl]

As someone who would have been in the same position as the OP's buyer, I resent your implication.  Maybe you are so knowledgeable that you know everything about everything, but there are at least a few of us who fall far short of that.  Calling us "stupid" isn't right.

[spreadlovelikefire]

Per eBay, the seller is responsible no matter what.  We are responsible for the buyers stupidity, not understanding, or blatant ignorance.  A buyer can buy something, open a return for item not as described, literally put in the return "I am returning this item because I am messing with the seller and the item is actually 100% described correctly", and the seller would still have to accept the return, pay the return shipping, and get a defect on their seller metric.  It's how eBay is set up.  

[csmi8657]

It's not quite the same, but I will ask eBay when I contact them just how much do they expect me to inform on part of the manufacturer? Please remember that eBay is a community predominated by reselling; things like the MPN exist for a reason and it's not really the job of the seller to inform you on every feature but rather the physical condition and how well the item operates as intended.

https://www.ebay.com/help/listings/creating-managing-listings/creating-managing-listings?id=4105

I sell a lot of electronics so your method of specifying details in every description, while ideal, is far from practical. 

[spreadlovelikefire]

Even if you did describe it as not being compatible with PS3 games you would still be on the hook for return shipping and you would still get a defect on your metric.  I gave the example of me describing everything correctly and the buyer still opening a return, it doesn't matter really.  By describing things correctly it will minimize returns for sure but this buyer sounds like they would have opened a return no matter what.  You can't possibly know why someone is buying something or what they are using it for.  You can only disclose what the manufacturer discloses, everything else is subjective really.  The buyer could have also purchased it thinking that he could play it by plugging it into his car console, and he could expect you to have disclosed that.  Even though it isn't a reasonable use for the item, eBay would still side with the buyer.  Imagine the list of the things if we were required to put what something isn't compatible with or what something is not.  "this shirt is not green, or blue, or orange."  "this console does not play older games".  "these shoes are not sandals, sneakers, or airplanes".  I mean the sky is the limit.  How often do you get returns of this fashion?  I mean I sell quite a bit and I get the ridiculous customer every so often, it comes with the trade.  You get people who refuse to take responsibility for their part in their gripe.  You get people who will blame others even when they are clearly in the wrong.  It's just how it is.  And eBay sides with them, no matter what.  

[dhbookds]

Returns are a fact of life........Amazon/WM etc would accept the return ............so will ebay.....with or without your consent.......if it's without, you will get a defect........

How much info you put into a listing is up to you.........Obviously, more information is better for YOU......if it prevents situations like this.....but still up to you......

[sextons-sweet-deals]

Sorry to hear this. Keep us posted because I will be surprised if you actually get the same game system back (if anything). Did you write down the bar code / Serial Number / and any other pertinent information off the model you sold?

Let's all be real here. The buyer was shopping for a PS4. No excuse for them to say that they did not know.  Game systems are a target for scams.

Curious what buyer profile / all feedback is and I sure hope they are not out of the where seller is located country.