When is an item considered "new" and when is it considered "used"?

[handsomezacksrecords]

What is considered "new"? I sold an item as "new" as I never opened it. I received it and placed it on a shelf, again never opening the item. I decided to sell the item and listed it as new and now I have a buyer complaining and saying that the item is not "new" because I shipped the item in a different box than the one I received it in. He wants to return the item because, in his words, he "bought the item as an investment and since the item is no longer in the shipping box I got it in it is worth less". Nowhere in my listing did I mention anything about the original shipping box being available nor did the buyer ask. It was a generic carboard box. Again, the item was brand new and unopened so am I wrong?

[yuzuha]

No, you're not wrong. If you'd bought the item new in a store, it wouldn't have had a shipping box either.

If the shipping box was that essential to the buyer, he needed to ask up front whether it was included or not.

[josephb555]

You are in the right. If the item was never opened it is considered new.

[rosszonebricks]

@handsomezacksrecords  Which was this?  The McCartney Box set?

Did it not come with the 'shipping crate' or whatever is in the picture? (Stock photo and only ONE picture doesn't really help either)

[handsomezacksrecords]

Yes, the "shipping crate" is the actual item. It was shipped in a generic box with just my name/address on it. I never opened the crate or removed the straps and the buyer pretty much aknowledged this in his return request. He is upset about the cardboard box I used to ship the item to him. 

[rosszonebricks]

Sure the buyer could have asked ahead of time, goodness I would have for a $1500+ purchase, on any details that were important.

For the Return, it doesn't really matter who is 'right' or 'wrong' here.   It's best to just accept the Return.  If you don't, it's likely the buyer will be able to keep the item and eBay will still refund the buyer.

[inhawaii]

NEW: A brand-new, unused, unopened, undamaged item. 

USED: If it does not meet above criteria.

[handsomezacksrecords]

You mean they will take my money and the buyer can keep the item? That is insane. I mean, isn't his claim fraudulent? He says the item was not as described, that I sold him a used item because of the generic cardboard box. His issue is not with the item itself but rather with the shipping container. 

[sapphire_studio]

Since you are a newish seller he could even be trying to scam you and hope that you don't know that by trying to refuse his return request and not providing him a label that he will get the money and the item.

[klhmdg]

You should always use photos of the item you have.

If the buyer opens a "not as described" case, you will need to accept the return.

If you do not eBay will refund the buyer and you will still owe the FV fees and get an account defect.

Then hope that what is returned to you is the item you sent.

[krazzykats]

Return for refund.  I would think that you would want this back.

[m60driver · Accepted solution]

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@sapphire_studio wrote:

Since you are a newish seller he could even be trying to scam you and hope that you don't know that by trying to refuse his return request and not providing him a label that he will get the money and the item.

 Yep, time to get down on your knees and pray to all the major and minor gods that the buyer returns the item you shipped and not a box of rocks.  If you do get a box of rocks Ebay will do nothing and you will be out the item and the money.  You should have never listed such an expensive item given that most of your listings are a fraction of that price.

[slippinjimmy]

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@handsomezacksrecords wrote:

What is considered "new"? I sold an item as "new" as I never opened it. I received it and placed it on a shelf, again never opening the item. I decided to sell the item and listed it as new and now I have a buyer complaining and saying that the item is not "new" because I shipped the item in a different box than the one I received it in. He wants to return the item because, in his words, he "bought the item as an investment and since the item is no longer in the shipping box I got it in it is worth less". Nowhere in my listing did I mention anything about the original shipping box being available nor did the buyer ask. It was a generic carboard box. Again, the item was brand new and unopened so am I wrong?

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If this about the McCartney box?

You are not wrong! I looked at a few of the other listings for this box, none show or mention the actual carton it was shipped in so I think this is an unreasonable expectation on the buyers part.

That said you need to tread carefully, "buyer complaining"? how so, via message or through an actual return request?

If it's the latter it's a risk to try to fight a Not As Described claim, most times you lose which means no fee refund and in some cases no return of the item.

Can you glean anything from the from the buyer profile, I see the winner has high feedback, perhaps they are just  one of the ultra-picky types. If it's just a message you need to use your charm skills to convince them of the error of their ways.

Overheard in a record store near you.......

I'd like to return this album,

Oh yeah, what's the problem,

The writing on the spine isn't perfect,

Really? Would you like to exchange it for this Poison Idea Album?

[handsomezacksrecords]

So essentially ebay offers zero protection for sellers? I mean, I have photos of the item itself that I took does that matter at all?

[handsomezacksrecords]

Yes, they submitted a return request claiming the item was not as described which again I do find to be fraudulent. They bought it from me as an "investment" (their words) but for whatever reason, the original generic box somehow makes it more valuable. So I guess I could have sent them a box of rocks because apparently they were never going to open the box? They are a seller here themselves and I just feel like they are gaming the system. I just sent them a return label but this is just weird. Oh, and very petty.