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Selling a business fax machine trouble

Hello, I sold a business fax machine and the buyer wants to return it. It was working as it should when I packed it up and shipped it. The buyer says its defective but in there pictures included in the return request it shows that they did not even set it up. They did not even take it out of the box! I have messaged the buyer 3 times asking what is wrong and they have not replied. In my sales post it is clearly listed that I do not accept returns.

The machines shipping cost more than I charged for it. I will lose a good amount of money to just accept a return from this buyer who is not communicating.

What is my recourse to have the buy uphold their end of the purchase. It is not defective and they are not communicating and or replying to my request for information. I do not feel like I should take a return for this item.

Any suggestions would be very welcome.

THANKS!

Message 1 of 17
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Selling a business fax machine trouble

If you don't accept the Claim, eBay will allow them to keep the machine and the payment will be taken from your bank account.

Plus you get a Defect for non-cooperation which will pretty well end your selling career here.

 

No Returns does not mean No Refunds.

It means you don't ever want to see the item again.

But.

You are allowed to demand the return before refunding. Since this seems to be a case of Buyer Remorse, the buyer should be paying for the return.

And it sounds like it is still safely in your original packaging. Bonus!

NO REFUNDS WITHOUT RETURN.

Ever.

 

Large heavy and delicate machinery is best sold locally not by mail order.

 

 

Message 2 of 17
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Selling a business fax machine trouble

@stevlohr0 

If the buyer claims NAD, you have to accept the return if you don't want to give a refund plus let him keep the item. 

 

It's even possible that the item does work and the buyer just changed his mind. But again, because of the type of return request reason, you're on the hook. 

albertabrightalberta | Volunteer Community Mentor
"I can explain it to you, but I can't understand it for you."

Message 3 of 17
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Selling a business fax machine trouble

If the buyer opened a claim via return case and selected Item Not As Described or Damaged or Not Working etc, you will be paying return shipping IF you want the unit back before refunding.

 

Shipping heavy, inexpensive items is a terrible risk as you have found out. You eat the shipping every time on a INAD return case. 

 

If it was even $35.00 to ship that fax, it would have been too risky.  I would eat this one and move on. 

 

Don't allow eBay to do the refund for you. That is bad news as well. EBay will keep the final value fees and you get a defect on your seller account.

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Message 4 of 17
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Selling a business fax machine trouble


@stevlohr0 wrote:

The machines shipping cost more than I charged for it. I will lose a good amount of money to just accept a return from this buyer who is not communicating.

What is my recourse to have the buy uphold their end of the purchase. It is not defective and they are not communicating and or replying to my request for information. I do not feel like I should take a return for this item.


The buyer may be anticipating that your reluctance to take a return will result in a free fax machine for him. I would call his bluff by accepting the return and sending a return label for it to be shipped back. If he does not do so before his deadline for returning it, eBay will close the case in your favor. You are not billed for the label if he does not use it.

 

You can recover most if not all of your loss on this sale by selling the machine locally (including relisting it for Local Pickup Only, no shipping).

Message 5 of 17
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Selling a business fax machine trouble

Offer the buyer a discounted amount and assure them it was working prior to your shipping.  50% would be what I would offer.  Yes, you may lose money but the alternatives are even worse if you get billed for the return postage.  Just my thoughts.  Good luck!

Message 6 of 17
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Selling a business fax machine trouble

It sounds like a Not As Described case to me, since buyer is claiming defective. Because eBay’s Money Back Guarantee trumps your No Return policy, you must decide (and do so before the deadline) if you want it back or just want to refund in order to cut your losses. I am concerned the deadline may already be passed. Don’t waste any more time trying to communicate with the buyer.

 

With NAD returns, you do not have the option of not refunding. This is eBay’s playbook and all sellers agree to abide by these terms in exchange for selling privileges here. You will be refunding even if the buyer is defrauding you. The time to fight a “faulty” return is after the case is resolved. Then, armed with the facts, you submit an appeal, see link below for next steps on appealing. 

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item...

 

When i teach new sellers the ropes here, the first thing we look at is risk tolerance. Sellers need to look at each item as if the transaction is going to go sour, so they can calculate the risk of listing it. Not everything is suitable for listing on eBay.

I also encourage my pupils to accept the buyer at his/her word, at least in the beginning. Suspicions are not facts. One cannot prove the buyer wrong until the item comes back and gets tested.

 

There is nothing to be gained by confronting the buyer, or getting into an unproductive back-and-forth exchange with them. Remain professional in all dealings with an unhappy buyer, no matter how they behave. This is in your best interest. 

Message 7 of 17
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Selling a business fax machine trouble


@stevlohr0 wrote:

Hello, I sold a business fax machine and the buyer wants to return it. It was working as it should when I packed it up and shipped it.

 

The buyer says its defective but in there pictures included in the return request it shows that they did not even set it up. They did not even take it out of the box! 


How @stevlohr0 would a photo demonstrate that a fax machine is not working? 

 

The buyer might have taken photos as it was unboxed, and that's all they have to fulfill eBay's requirement to upload a photo before they are allowed to submit the return request.

Message 8 of 17
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Selling a business fax machine trouble

Buyer needs to open a claim. I would not email buyer anymore.

No claim means no refund. 

No returns does not means no returns through eBay MBG.

You don't do returns...buyer is hoping you don't refund him...eBay will definitely will...and he keeps item since you don't do returns.

What would I do...Make him return it and send a return shipping label.

I would love to see him repack it and go somewhere to ship it back to you. 

Do we really think such a buyer knows how to return such a thing? Not even me would return such a thing AND I am a seller here for a few years plus. His time and buying tape and all that entails is something not even I would do.

Maybe send a friendly email saying "return it with the free shipping label". And if label is not used...you are not charged for shipping.

Message 9 of 17
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Selling a business fax machine trouble


@12345jamesstamps wrote:

@stevlohr0 wrote:

The buyer says its defective but in there pictures included in the return request it shows that they did not even set it up. They did not even take it out of the box!


Buyer needs to open a claim. I would not email buyer anymore.

No claim means no refund. 


The buyer already did, @12345jamesstamps if you read the OP. And it's still in the box, so no repackaging is needed.

 

If the buyer asks eBay to step in, eBay might just refund with no return required, since the seller did not resolve the case on their own during the fake snowstorm.

Message 10 of 17
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Selling a business fax machine trouble

"What is my recourse to have the buy uphold their end of the purchase. It is not defective and they are not communicating and or replying to my request for information. I do not feel like I should take a return for this item."

 

Or you can cut your losses by refunding the buyer and letting them keep the fax machine. Unfortunately this is the best of all the options you have. The buyer probably knew what they were doing when they bought it. I would not selling anything with shipping three times the cost of the item itself. List such items for pick up only. 

Message 11 of 17
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Selling a business fax machine trouble

If the shipping costs more than the machine, this is my advice.

As far as the sellers claim, you have to take it to be true. Ebay will.

I would refund the buyer and be done with it.

Let them keep the fax machine that may or may not be working.

Just my opinion.

Learn from this experience. 

Can't We Try - Dan Hill & Vonda Shepard
Message 12 of 17
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Selling a business fax machine trouble

Hello,

Thanks for all the information! I decided to offer a split the cost they keep the Fax but was declined. 

Then I purchased a return shipping lable from Ebay and Ebay sent it to them. Once I get the Fax back I will refund the cost. Just checked and they have not put the machine into USPS system yet...

 

Thanks again - I will not be shipping heavy items any longer.

 

Be Well:)

 

Message 13 of 17
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Selling a business fax machine trouble

Hello,

Thanks for all the information! I decided to offer a split the cost they keep the Fax but was declined. 

Then I purchased a return shipping lable from Ebay and Ebay sent it to them. Once I get the Fax back I will refund the cost. Just checked and they have not put the machine into USPS system yet...

 

Thanks again - I will not be shipping heavy items any longer.

 

Be Well:)

Message 14 of 17
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Selling a business fax machine trouble

This is very good advice.

Message 15 of 17
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