buyer returns camera as not working (user error)

[ericlovescameras]

hi. when i list a camera as film tested, it’s film tested. so i was very surprised when a buyer requested a return saying one did not work. with an unhappy message saying he wasted $40 on film trying to fix it.

i tried to trouble shoot with him and said if it truly was broken i’d send him a free pack of film ($25) for use with his next camera. after my first two ideas he said he used to have this camera and there was nothing he was doing wrong on his end. i clicked accept return.

upon receiving it, the self timer option is on. which perfectly explains his issue with the camera. guy is a professional photographer; i’m angry at his lack of competence. the camera works perfect.

he also did not send back the included manual in the return.

guy lived on opposite side of country as me and shipping back and forth was more than 50 percent item value.

i do not want to buy this person replacement film and i do not want to refund until he sends me the  manual. will ebay allow him to neg me?

[sam9876]

Courtesy credit.

[percgrabbe-0]

if they didnt return the manual then they didnt return everything so you can put down on the refund they didnt return everything you sold them

[sam9876]

Huh?

[missjen831]

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brian@ebaywrote:

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@ericlovescameraswrote:
thank you, Jen. i do not offer free returns.

so i refund and then appeal in that order? i should i raise the issue with ebay before issuing the refund?

sorry for being so particular but i know from reading through other people’s issues that these things are very particular and there are no re-dos. so i’m trying to get all my ducks in order and do it right the first time.

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Hi @ericlovescameras, I need to clarify that sellers cannot appeal a Return if they issue a voluntary refund. Appeals can only be considered if eBay is first asked to step in and make a decision on the Return. If the buyer didn't return everything that was described in your listing then you should contact them within the Return to let them know. It's also a good idea to contact customer support today and explain the situation. They'll let you know what your best next steps are in resolving the matter.

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The appeal is for the return shipping cost and that is what you guys have been telling sellers to do. 

[banana*shoe*boutique]

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@ericlovescameraswrote:

someone on ebay saw this, i assume brian@ebay, and a case favorable for both the buyer and i was opened and closed without me taking action.

i am extremely appreciative. selling these cameras is not a significant supplement to my income. it's something i enjoy. i love photography and i love analog camera equipment. i enjoy buying vintage equipment, learning about it and its previous owner, and then getting it into the hands of photographers who will continue to put the equipment to good use. (film is not just for nostalgia; organic sensors offer a look the digital cannot fully emulate not matter how talented the post- editor).

my method is not to list these cameras as tested and then refund the buyer after they have wasted extremely expensive film and maybe priceless moments testing it for me. because i love the cameras, i am able to actually use them with the expensive film and make sure they work without it ruining my profits because testing the camera is something i enjoy and not just a business expense. that's why i wanted to go beyond issuing the buyer a refund and replace the film he used if somehow i had made a mistake in testing the camera (i had not; the camera works perfectly if operated correctly).

i hope the buyer does not allow this experience to turn him off from analog photography. i’m not sure how to resolve that as i do not want any further contact with him. ebay did me a favor and i don’t want to disrespect that favor by disgruntling one of their customers by pointing out a potentially embarrassing mistake. i hope he gives instant photography another chance with another seller’s camera.

this situation was causing me stress far beyond the minor financial loss. i woke up this morning dreading having to deal with it. to see ebay took notice and resolved the issue is a huge relief. i repeat, i am extremely appreciative. thank you.

and thank you to all the seller community users who read my posts and offered their advice. this place is a great resource. i will pay it back as i learn more about how to be a successful seller.

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@ericlovescameras

That's great to hear.  I'm very happy for you that eBay stepped in and made this right for you.