Buyer Returns Used Item

[thesportingjack]

Buyer Bought, installed and scratched item, did not like it and now wants to return said item.

Ebay Policy States

"You must return an item in the same condition as it was received. You must also include, in the same condition as it was received:

All packaging such as boxes, bags, and tags
Accessories such as cords and remotes
Certificates, manuals, and warranty cards
"Free gifts" or bonus items
All items included in a bundle"

CS Manager said I must take it back because I have a 30 day money back guarantee and irregardless of the person installing it I must take it back. What Huh? its used and not in new condition.

HELP!!!

[phcd1]

Sorry to hear of your situation, however if you have ANY return policy, eBay WILL force the return. I assume you have a normal return request? I suggest you accept it and follow your return policy (restocking fees etc). If the buyer has not opened a return request, tell them to return it for a full refund and adjust your refund accordingly. If they open a SNAD case (which this does not sound like that), you have to pay return shipping and refund 100%. Make sure and BLOCK that buyer, adjust your return policy to "No Returns" and count yourself lucky that it didn't come as a SNAD case (which is what most buyers do).

As far as items must be returned in the same condition, eBay rarely enforces that rule but it never hurts try to and call and see if you can get the case closed in your favor. Good Luck and Thank you for your service.

[zmoz]

I've called ebay more than once when an item was returned in different condition - they always made it right, though I may have had to ask to speak to a supervisor. I believe ebay pays it out of their own pocket and the buyer still gets their refund. It is a requirement of the buyer to return it in exactly the same condition you shipped it with all accessories AND the original packaging, if not, they didn't follow the rules. Ebay might ask you for pictures.

When you talk to ebay you have to be firm - 

[phcd1]

@zmoz wrote:

I've called ebay more than once when an item was returned in different condition - they always made it right, though I may have had to ask to speak to a supervisor. I believe ebay pays it out of their own pocket and the buyer still gets their refund. It is a requirement of the buyer to return it in exactly the same condition you shipped it with all accessories AND the original packaging, if not, they didn't follow the rules. Ebay might ask you for pictures.

When you talk to ebay you have to be firm -

If this is true (which I doubt), it is really the exception, not the rule. I am the first person to say call eBay. Heck, the last issue I had I called them at least 8 times over it (which was eventually found in my favor but took many hours of convincing and after all that I had to get a defect removed for calling!). If it works for you, that's great, but I wouldn't bet on it especially with a return policy.

[99623]

That sucks!

 I can't believe eBay stooped so much that even new packaged items get sent back after being used. 😞

[phcd1]

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@99623 wrote:

That sucks!

 I can't believe eBay stooped so much that even new packaged items get sent back after being used. 😞

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Ebay has posted numerous times that buyers can "test" the items they receive.

You can read one post about it here:

https://community.ebay.com/t5/Selling/sealed-rare-50-year-old-audio-tubes-opened-buyer-wants-money/m...

This essentially means new items can be returned even though they have been opened for "testing". This is true for sealed items as well (think clam shell packaging) and especially true if you have a return policy as a seller. Return polices are typically the death knell of fighting a return.