Unhappy buyer!

[919tifftiff]

Hello! I'm not new to selling on eBay but I am new again selling on eBay. I sold on eBay 15 years ago as my primary source of income. And then I did not have a single negative feedback post. However recently after starting back up selling ab 2 weeks or so ago I got my first one. I listed a brand new still in original packaging proteins electrode pain relieving 10s unit with all necessary accessories all in original packaging. Brand new! Never used! I purchased it about 6 months ago based on recommendation from a relative whom purchased one from a very legitimate medical supply company for my lower back. I never used it so I decided to sell it, cheap!!! Everything I stated it the listing was true and accurate to my knowledge. Also stated no returns. I sold it shipped it within a couple days as promised. A few days later the buyer msg me stating "it does not work PROPERLY unless I can tell how to use it. Keep in mind brand new I never used it myself. I apologize and suggest possibly batteries are bad. Buyer then wants a refund stating I deliberately sold a defective product. I offer a refund price plus delivery shipping but buyer responsible for return shipping. I always have to pay return shipping if I return an item even to high end department stores. This was unacceptable to buyer and left me a neg feedback also asked eBay to step in. Again item was brand new with all accessories including instruction manual in original packaging. If I had used the item I would have listed as new. If I had used the item and it was defective I would not have listed it in the first place. I feel as if I am being completely fair with my offered refund minus return shipping cost even though I stated no returns. And I don't especially like being called a liar accused of deliberately selling a defective item. Am I wrong in my offer to the buyer???? Please help me understand.

[919tifftiff]

My bad if I had used the item I would have listed it as used not listed it as new!!!!!

[kensgiftshop]

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@919tifftiff 

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If the buyer says it's defective and they file an INAD, you won't have any choice but to accept the return, pay return shipping and give the buyer a full refund, or just refund without returning.

[gracieallen01]

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@919tifftiff wrote:

   ..........  This was unacceptable to buyer and left me a neg feedback also asked eBay to step in. Again item was brand new with all accessories including instruction manual in original packaging. If I had used the item I would have listed as new. If I had used the item and it was defective I would not have listed it in the first place. I feel as if I am being completely fair with my offered refund minus return shipping cost even though I stated no returns. And I don't especially like being called a liar accused of deliberately selling a defective item. Am I wrong in my offer to the buyer???? Please help me understand.

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Unfortunately, it matters not to ebay how you might feel or what you might think about the transaction or any part of it.  ebay doesn't have time for it.  They will tell you that it is a 'he said/she said' situation and the buyer is always right. 

Your 'No Returns' is all but useless.  If a buyer claims SNAD, you won't HAVE to accept the return, though you can if you want it back,  because you WILL have to refund no matter what. 

And, as far as name-calling and/or rude behavior, it may just be a bullying technique or it may just be their personality.  When you can tell which it is you will be better prepared to handle it.

[gardensgrey]

TENS units are medical devices which require a physician’s prescription. eBay prohibits selling them.

[bigyellowdog2012]

sorry about your problems.

eBay is not seller friendly.

I hope it works out for you---but really since you got the negative feedback I guess all you can do is carry on. 

[lilbama911]

RE:   buyer msg me stating "it does not work PROPERLY unless I can tell how to use it. 

The above comment from your buyer is a bit vague and you did not mention in your post what the real issue was the buyer had with the unit.   Also, from the buyer's message, it seems your buyer did not read the "How To Use Instructions" and wanted you to tell them how to properly use the item.   In my opinion this is one possibility.

The other possibility is that this could turn into a return scam and you get the buyer's old "Not Working Unit Back".   Ebay refunds the buyer and buyer gets to keep the item and you get ripped off. 

Some eBay buyers are savvy scammers at the expense of eBay sellers, its a flawed system.

[frommichel]

Hey! I started selling on EB about when you did. A whole lot has changed since then. Welcome back!

Don't let this one transaction discourage you. Okay, to speak on the side of the buyer just a little. This buyer is purchasing a PAIN relieving device. The buyer's panic or negative grouchiness is probably them in pain and expressing that their hope for relief was not met by the device they bought from you - this is why your offer is not working. They may have had unrealistic expectations about how much relief they were going to get, its ease of use, or it truly might be defective. Since you did not test the unit, they may be correct about it not working (DOA). In this situation, you expressing a warm, caring, apologetic attitude towards them will probably go a very long way towards maybe getting them to forgive you that the device did not answer all of their wishes and maybe, just maybe, get them to eventually revise that negative feedback! So, swallow hard - send a hugely apologetic overly sappy with motherly love and concern about their pain message to the buyer - pay to have the device returned to you - when received, check it out thoroughly - if the unit works or if it looks like the buyer took a hammer to it, call EB to ask how much you can or should deduct from the refund since it can no longer be sold as BNIB - send the  recommended refund along with another motherly love message of apology to the buyer - block the buyer from being able to buy anything else from you - wait a couple of weeks and then beg them to revise the feedback - chalk it up to one of those rare transactions that goes badly sometimes. It won't stay on your record for more than a year and one negative feedback is not likely to destroy your business so long as you get all positives otherwise.

I have dealt with many types of buyers along the way. I hope this helps!

[bigyellowdog2012]

so for 3.99 your feedback drops to 94%.

Can you reply to the feedback anymore?

something like Please return for a full refund? 

I know a little something about these units.....

they come with a dial ---if you don't turn it up up up it would appear not to work.

There are many more on eBay selling for $35+ 

[Anonymous]

The eBay money back guarantee trumps your no returns policy. Since the buyer escalated to eBay you are forced to refund and the buyer may not be required to return. You will not get a fee credit but you did get an unresolved case defect on your account. 

In returning here to sell after so long it’s in your best interest to brush up on all the policies before you list anything else. You might also get an account warning for listing the unit in the first place as they’re not allowed to be sold here. Read the policies and come here with questions before taking action next time. People here are good at explaining what’s what.

[maxine*j]

You can say "No Returns" but that does not mean "No Refunds," as there is no such beast.  Buyers can get refunds through eBay, PayPal, or their credit card or bank if they're dissatisfied with a purchase.

I know hindsight is a wonderful thing, but I'd say this is the lesson for the future:  

Since you are trying to re-establish yourself as a seller on eBay,  you should have just apologized, refunded the buyer his $16.94 ($3.99 + $12.95 shipping), told him to keep the item, and been done with it. 

You don't know if it worked, since you never used it yourself.   If you could get only four bucks for it brand new, it's hardly worth relisting used.   (And, by the way, this looks to me like the sort of "medical device" that you're not allowed to sell on eBay, anyhow.)

Hope your future on eBay is smooth sailing.

Medical Devices Policy:

https://www.ebay.com/help/policies/prohibited-restricted-items/medicine-medical-devices-healthcare-p...

[gadgetmans_attic]

Just a tip for next time I sold two used cameras to a buyer while the cameras where in transit I sent the buyer an online link for the manual plus a youtube video showing the features of the cameras. 

Here's the message from the buyer.

Thank you for the update. Had not previously been aware of YouTube video on features. I sincerely appreciate all your info which is very helpful. You are definitely a credit to the eBay system. Again, thanks.

eBay changed big time and it will never be the same.