dodgy buyer and unauthorized return

[wyc2019liffe]

Hello!

This is a particular case. I am a reputable seller that never had an issue before. I sold my computer rig which  was working perfectly fine, the buyer received it and straightaway claimed that the ethernet port on the motherboard is not working and that he wants a return, so he opened a return case due to NASD.

I tried to gave him some different fixes and I offered him few ways to work this out,  but he would not listen, he just wanted to return it, so I eventually stopped answering his ranty emails (it just sounds like he changed his mind to me/showing remorse). The reason I know he is being dishonest is because I tested the computer myself prior sending, I have a written confirmation from a local shop that tested the item too saying it worked absolutely fine on the day of delivery, plus the buyer lied about something he says I did not include which I did (WiFi dongle) not to mention that the motherboard is underwarranty and has just 20 days old!

On top of that, he had not read the listing properly, so he was expecting me to send a Windows disc along with the rig (which I was never stated I was going to do on the listing) otherwise he was going to cancel the purchase , eventually, I issued a partial refund because of this and even gave him for free a Windows 10 genuine key.

The other day he opened a returns case which I did not accept, therefore I was expecting him to raise to a dispute which he has not done still, instead of that he has programmed an unauthorized return of the item that if I am right voids the buyers protection, am I right?

I do not want the item back, and I state on my listing that I do not accept returns, my feedback is immaculate whereas he just had a negative feedback after a sale he did. Should I refuse the return? accept the return? escalate to eBay?

I feel like I have gone the extra mile to please this buyer but he has been dodgy to me, please advise as I am not sure how to proceed here.

[emerald40]

---

@wyc2019liffe wrote:

Hello!

This is a particular case. I am a reputable seller that never had an issue before. I sold my computer rig which  was working perfectly fine, the buyer received it and straightaway claimed that the ethernet port on the motherboard is not working and that he wants a return, so he opened a return case due to NASD.

I tried to gave him some different fixes and I offered him few ways to work this out,  but he would not listen, he just wanted to return it, so I eventually stopped answering his ranty emails (it just sounds like he changed his mind to me/showing remorse). The reason I know he is being dishonest is because I tested the computer myself prior sending, I have a written confirmation from a local shop that tested the item too saying it worked absolutely fine on the day of delivery, plus the buyer lied about something he says I did not include which I did (WiFi dongle) not to mention that the motherboard is underwarranty and has just 20 days old!

On top of that, he had not read the listing properly, so he was expecting me to send a Windows disc along with the rig (which I was never stated I was going to do on the listing) otherwise he was going to cancel the purchase , eventually, I issued a partial refund because of this and even gave him for free a Windows 10 genuine key.

The other day he opened a returns case which I did not accept, therefore I was expecting him to raise to a dispute which he has not done still, instead of that he has programmed an unauthorized return of the item that if I am right voids the buyers protection, am I right?

I do not want the item back, and I state on my listing that I do not accept returns, my feedback is immaculate whereas he just had a negative feedback after a sale he did. Should I refuse the return? accept the return? escalate to eBay?

I feel like I have gone the extra mile to please this buyer but he has been dodgy to me, please advise as I am not sure how to proceed here.

---

If he opened up a case for SNAD, it will trump your return policy.  And if you do not accet the return, ebay will step in and do if for you, whereas you will earn a defect.

[wyc2019liffe]

but there are few things to consider here:

-I can argue easily the buyer's point with my proofs, and in my opinion it is not a NASD, it can be fixed by reinstalling drivers/issuing a partial refund or even asking the manufacturer for a replacement, as he has admitted passively that the computer works perfectly

-we have not reached agreement and he has sent the item to me, this is an unauthorized return, does not this violates buyers protection?

-he has not even opened a dispute, it is just a return case at the moment, and I have the feeling that the buyer does not want to escalate to dispute due to his recent behaviour and my satisfaction rating as seller

[campesinoplastic2014]

All returns are authorized, in a certain convoluted roundabout way. If you get your item back, and it's not destroyed you are lucky.

[retrose1]

OP, proofs mean nothing to ebay - ebay will not believe you.  The buyer is always right and always tells the truth according to ebay.

Here are your options and probably what will happen with each of them.

You stand firm on your no returns policy.  Buyer escalated the case to ebay - - ebay finds for the buyer and gives them a refund out of your pocket and gives your account a not responsive double whammy defect, and the buyer got a freebie.

You accept the return and have to send the buyer a return ship label - - you get back a computer that isn't yours or one stripped of every valuable part it had.  ebay orders you to refund the buyer because you authorized a return and the buyer returned something, you are out a decent computer and your money plus return shipping.  If you do not refund immediately - see the above double whammy defect and the buyer gets your money anyway.

You negotiate a partial refund - - buyer gets an almost freebie and keeps the item and you lost any profit you hoped to get from selling the item in the first place.

See why it's never a good idea to list a high dollar/high scam item on ebay yet?

[missjen831]

This is NOT an unauthorized return. You may not accept returns but you DO issue refunds.  Surely you are aware of the money back guarantee? If you don't want the item back, just issue a refund. Otherwise accept the return and issue a prepaid label. You can't prove anything to ebay. 

[cynthealee2]

Your selling rating doesn't matter.

I have a feeling buyer simply wanted the windows 10 thingy, and once he got that he's going to send everything back (may even work just fine) and get his money back.

The fact that you had NO returns on the listing MAY help, the fact that he sent it back before opening a return, MAY help. But only if he opens the case on eBay, and you get a eBay rep with a brain.

Or the buyer may just wait till the item gets back to you, open the case on paypal, show where he shipped the item back, and escalate the paypal case while on the phone with PayPal CS, and win it before you even knew it was open.

[wyc2019liffe]

I remain hopeful, I have seen many post from people standing for sellers who received unauthorised returns stating we can alaso win this kind of cases, I do think that not all buyers are right just because.

anybody there that can back up my words and share his opinions on this?

[emerald40]

Just saw an extra U in behavior.

This buyer is from Great Britain.

OP this is the US board.  Rules may be different in the UK.

But here you can talk to your blue in the face, if a buyer wants to return something he can lie, file SNAD, and ebay is going to agree with him.

I can say from experience better to just accept the return or buyer ould be as vindictive as mine was, break it to prove SNAD, and then return it.

[campesinoplastic2014]

Remember Ebay's motto:

"There is no such thing as a bad buyer"

[wyc2019liffe]

the thing is he returned almost straightaway after he received it and it is on his way already, so I don't think he has had the time to do anything to it, I think I am gonna accept it and see the evolution of the case from there

also his reason to raise a NASD is really arguable and easy to fix, if he changed completely the reason he is giving wouldn't it smell fishy?

hoping for a eBay agent with brains here...

[southernfriedbelle]

LOL, @emerald40! "Dodgy" clued me in right at the get-go. You're right, of course. Things may work differently in the UK, but we sure as heck know how they work here in the good ol' U.S. of A. 

[wyc2019liffe]

yeah, I felt more comfortable posting on ebay.com , I don't think behaviours and protocols are that different

[emerald40]

---

@southernfriedbelle wrote:

LOL, @emerald40! "Dodgy" clued me in right at the get-go. You're right, of course. Things may work differently in the UK, but we sure as heck know how they work here in the good ol' U.S. of A. 

---

Yes - a $6,000 purse where the buyer lost on ebay so filed on paypal

Guy with the computer monitor where the buyer switched out a part and sent it loose screws and all back to the seller.

First one OP has not updated.

Second - seller had to return funds and left with broken monitor.

Yup here or across the pond = seller scr*wed

[southernfriedbelle]

hoping for a eBay agent with brains here...

OP, you must be kinda new to the boards.