eBay

the_knowledgeable_computer_nerd · ‎03-13-2018

I refurbished and sold an early 2011 MacBook Pro. I installed a brand new battery and replaced the keyboard. 4 days after delivery, the buyer wants to return as "not matching photos" because the battery only lasts an hour and a half. Later, the buyer also stated the magsafe charger didn't work and the keyboard backlight had a problem.

The magsafe charger is brand new and it seems very unlikely that it would not work.

The battery is brand new. I don't see how it could possibly only last 1.5 hours. The backlight on the keyboard has several lamps which illuminate a white sheet. It's possible one of the lamps could have failed causing parts of the keyboard to appear darker than others. I view this as a small problem. It's an issue I've seen before and most buyers don't notice it. Notice how the backlight is slightly brighter at the center in this photo.

I'm reluctant to accept this return as "defective/not matching photos" because I am suspicious of the buyer's claims. I accept returns within 14 days but there is a 10% restocking fee and buyer pays return shipping. In the case of a defective item, I would cover return shipping and the restocking fee doesn't apply. I don't want my record to reflect poorly for "issues" for which I am not liable. What is eBay's policy for seller protection? What if I find the "problems" are non-existent or if, worse, the battery was swapped with another before return? What does the community suggest in this situation?

Thank you 🙂

sam9876 · ‎03-13-2018

Tell the buyer to return it for a full refund.

retrose1 · ‎03-13-2018

Let's see, you are a 34 selling feedback id - selling $300 - $400 high risk, high scam items and do not know what to do when a buy-uh-scammer has a problem.

It doesn't matter what you do, you are going to come out a loser. That's the risks of selling on ebay when you do the above.

(*Bleep*)

chrysylys · ‎03-13-2018

@the_knowledgeable_computer_nerdwrote:
What is eBay's policy for seller protection?

What if I find the "problems" are non-existent or if, worse, the battery was swapped with another before return?

What does the community suggest in this situation?

Virtually non-existant.

You get a device less than what you sent out.

Not listing items for amounts you can't afford to lose.

Forget keeping up with the Joneses. Be the Finklegrubers!
OK kids, time to get the Dodge loaded up again. I hear 'Poppy's By the Tree' calling. This trip might be a long one too.

castlemagicmemories · ‎03-13-2018

IF the buyer says defective, then they may open a not as described, SNAD, case. A not as described case overrides any no return policies. It is under the MBG, Buyer Protection.

You can say, return for refund, but you pay for return shipping, and refund original shipping and buyer price. Hopefully you would get your laptop back.

Buyer may or may not open a case, and if they do, and you ask Ebay to send them a label, they have five days to get that in the mail. If they don't mail it in five days, you can call CS and ask them to close the case in your favor while you are on the phone. If they then go to Paypal, they have to pay to return it to you.

DO NOT escalate the case to Ebay or ask them to step in. You will get a very serious case closed without seller resolution defect that can negatively impact your selling privileges. Ebay does not want to step in, they want you to handle it.

flyerfandan999 · ‎03-13-2018

Tell Buyer to return for full refund on your dime.

The battery you installed may or may not be defective---was it a factory fresh genuine Mac battery from Apple (of course not), or was it a Chinese knock-off battery you got here on eBay (a look at your feedback as Buyer indicates you purchased a lot of laptop parts lately...)? The Chinese knock offs are great when they work, and it could be a case of the battery needing a half-dozen charge/deplete cycles to build up to full capacity, but Buyers are not interested in technicalities, they want it to work.

Same with the brand new charger---genuine Apple or a Chinese knock-off?

Same with the keyboard.....

If you refuse to accept the laptop back, the Buyer will escalate to eBay and they will whack you.

castlemagicmemories · ‎03-13-2018

I see that you do accept returns within 14 days. What you may not know is that if you take returns, you take them for any reason. You can't pick and choose which return you will accept and which one you won't. It just doesn't work that way. Ebay will expect you to take this return~it is Ebay policy that you agree to when you decided to list and state that you take returns.

Good luck to you.

goodluckselling · ‎03-13-2018

@the_knowledgeable_computer_nerdwrote:
I'm reluctant to accept this return as "defective/not matching photos" because I am suspicious of the buyer's claims. I accept returns within 14 days but there is a 10% restocking fee and buyer pays return shipping. In the case of a defective item, I would cover return shipping and the restocking fee doesn't apply. I don't want my record to reflect poorly for "issues" for which I am not liable. What is eBay's policy for seller protection? What if I find the "problems" are non-existent or if, worse, the battery was swapped with another before return? What does the community suggest in this situation?

Thank you 🙂

eBay seller protection allows you the seller to create a return policy. They also allow buyers to open request before they become cases. This allows you the seller to find a solution to the request before the buyer escalates and it become a case. When it transfers to a case you have given eBay permission to make a ruling on the case and close it out.

You said you have a return policy so the question is not whether you should allow the return.
Returns on eBay means for any reason.
The question is who pays return shipping which you mentioned also has a handling fee as well.
Your picture shows the back light being not quite right and since that is one of the complaints you need to probably just have the buyer open a not as described request.
The reason you want to direct the buyer to open a request is that a trail is created that eBay can follow should there be more attention needed, plus this is how eBay wants these events handled.
This will allow you to send them a shipping label at your expense and when you get the item back you can refund in full at that time.

If you find out that parts are swapped out eBay does allow for seller to issue partial refunds based on this info. I think you probably have to show some proof (I am not sure how this works as I have not done this ever).

Now if the buyer open a request for return for not as described and you do not want to honor your return policy the request will get escalated, reviewed and closed in the buyer favor which means they will get a full refund and keep the item.

Your best bet is to have the buyer open a not as described case and follow through with a shipping label and refund. It happens to all sellers eventually. Just get through it as quickly as possible because the anger from these events effect the rest of your life during the ordeal.

Good Luck Selling!

luckythewinner · ‎03-13-2018

I view this as a small problem. It's an issue I've seen before and most buyers don't notice it.

eBay does not care how you view it, or what most buyers notice. Then only care how your buyer views it and what he notices.

What is eBay's policy for seller protection?

eBay's policy for a SNAD dispute is that you either (a) pay return shipping and accept the return, (b) refund the buyer and let the buyer keep it, or (c) ask eBay to step in and you agree to abide by their decision.

But keep in mind that if you choose (c), the buyer is going to get a refund under the Money Back Guarantee ... so you are simply hoping that eBay will give a refund out of their pockets instead of yours. Here's hint - it will be yours.