eBay

berry429 · ‎11-26-2019

I sold a used washing machine control and have received a request for refund on it. I had it set as "No returns" but you know how that goes. The seller requested the refund due to it being defective, saying that the unit won't shut off.

I have been able to get some back and forth communication with them. I started by letting them know that I would like to help them get it working by asking what exactly is the issue as well as asking for information on the unit they installed it in. Long story short doing a parts search online for their washer my part is not compatible with their washer. When I let them know the correct part number that they need they and that the part they bought from me is now damaged they keep saying that it is the right part.

What are my chances on not having to issue a refund based on what I know? Connecting the wrong control board to the wrong washing machine will damage it. I can post the whole conversation if it would help, not sure if allowed to though?

ga-8370 · ‎11-26-2019

You are looking for this outcome:

We've considered the case carefully and decided not to issue you a refund. We're sorry this didn't work out.

Decision: This case has been decided in the seller's favor.
Comments: The item is not in the same condition as when you received it.

no_zero369 · ‎11-26-2019

@berry429 wrote:
I sold a used washing machine control and have received a request for refund on it. I had it set as "No returns" but you know how that goes. The seller requested the refund due to it being defective, saying that the unit won't shut off.

I have been able to get some back and forth communication with them. I started by letting them know that I would like to help them get it working by asking what exactly is the issue as well as asking for information on the unit they installed it in. Long story short doing a parts search online for their washer my part is not compatible with their washer. When I let them know the correct part number that they need they and that the part they bought from me is now damaged they keep saying that it is the right part.

What are my chances on not having to issue a refund based on what I know? Connecting the wrong control board to the wrong washing machine will damage it. I can post the whole conversation if it would help, not sure if allowed to though?

What are my chances on not having to issue a refund based on what I know?

Zero! If the buyer opens a NAD (not as described) case, then you will have to refund or pay for a return and then refund. Failure to act and the buyer can ask eBay to step in and they will issue a refund to the buyer from your funds and not require them to return the item to you (MAXIMUM LOSS). Plus you will get a DEFECT on your account for an unresolved case.

I can post the whole conversation

As long as the convo does not name the buyer in anyway, you could post it. But not sure what good that would do. You might get various opinions, but the fact remains you can't fight a NAD case.

I mean you could try to fight the NAD case once you get the item back or if the info states the buyer altered or repaired the item. But then again you online attempts to 'help' might be viewed as being culpable in the damage? But that would be a call to customer service and it would be at the whim of the CS agent you got - how educated they are and what leeway they have to make decisions.

berry429 · ‎11-26-2019

So they didn't do it as a "not as described" but as "doesn't work or defective". It is a control board that they connected to their washing machine and since it is not compatible with their washer it doesn't work properly/damaged the unit. They think/thought it was the correct part when a search online shows it isn't on multiple parts websites.

Is there anything that I can do to get a ruling in my favor? They gave me model information for their washer which allows me to confirm it is the wrong part for them. I have notified them of this, providing links to parts websites, but they are convinced it is the proper part.

Am I just going to have to take the hit on this? If so how can I prevent this kind of issue in the future.

no_zero369 · ‎11-26-2019

@berry429 wrote:
So they didn't do it as a "not as described" but as "doesn't work or defective". It is a control board that they connected to their washing machine and since it is not compatible with their washer it doesn't work properly/damaged the unit. They think/thought it was the correct part when a search online shows it isn't on multiple parts websites.

Is there anything that I can do to get a ruling in my favor? They gave me model information for their washer which allows me to confirm it is the wrong part for them. I have notified them of this, providing links to parts websites, but they are convinced it is the proper part.

Am I just going to have to take the hit on this? If so how can I prevent this kind of issue in the future.

"doesn't work or defective" is the same or gets lumped under NAD in general terms for discussion purposes. That requires the seller to issue a return label in a certain time frame or the buyer will ask eBay to step in.

You can "try" contacting CS, but my guess is they will be reading from a script and tell you they are sorry but you have to issue a return label and give a full refund. You "might" find a CS rep that gets it or a supervisor who can understand how the messed up and they would deny the refund, but then the buyer could go to PP or their CC company and file cases there.

Assuming the listing is explicitly and redundantly clear on what model numbers the part fits.... What you could do is state in the listing that the seller should contact you with their model number and you will check part compatibility BEFORE they purchase. When someone doesn't do that then you could send a friendly note stating you want to make sure they get the right part and requesting their model number. Some may be grateful for your approach, other irritated.

So you could refuse to ship a paid order unless a buyer lets you confirm the part is compatible, but doing much of that could earn you account defects for 'out of stock' or misuse of the cancel buyer order process using, 'something the matter with address.' Perhaps a seller asks enough questions such that they irritate a buyer and then the buyer wants to cancel the order? Then the seller has proof buyer requested cancellation and avoids account defects. But one might need to extend one's handling time to allow for several back & forths with buyers over a few days.

There might be other creative ways to handle this, just a few thoughts.

mobley120 · ‎11-26-2019

What are my chances on not having to issue a refund based on what I know?

Not very good, I'd say your chances are about the same as winning a lottery's mega jackpot. Plus your "no return policy" doesn't mean anything to eBay, b/c their money-back guarantee policy overrides your policy.

If the buyer sent you a picture of his washer and the model of it, in which the part was "suppose" to be for, and then having all of the part's cross reference data available, as to show the part is not the correct part,

and having all of the supporting data to show that the part will be damaged if it has been installed on his washer that'd possibly better your chances by a fraction of a fraction of a fraction.

Posting you all arbitration, I don't think that'll really matter, and I don't think eBay will give-a-darn about the technical stuff anyway, the buyer is saying the part is defective, that's the only thing eBay will read.

Good luck, which ever way you go with it

berry429 · ‎11-27-2019

I gave CS a go today. Unfortunately it didn't go well as I could barely understand what they were saying. It sounded like they want me to initiate the customer to return the item and then when I receive it and it doesn't work I can make a claim with them? Didn't really make sense as once I get it back and test it to confirm it doesn't work that will just make them believe it truly was defective. I've got a couple days left before eBay steps in so I will probably end up just doing the refund and not having them ship it back.

What stinks is that I truly want to help the person get the right part but I have a feeling that they will just order the same from someone else and ruin it too.

no_zero369 · ‎11-27-2019

Yeah, the timing is unfortunately terrible right now. To get any chance of a 'good' answer from CS you need to try to call when you can get USA based reps. With the holidays in there, it is hard to know when that might be.

The hardest thing for me in these situation was learning how to make a business decision and set the emotions aside. So yeah, weigh the probability of getting something back you can sell vs the costs involved in return shipping and a refund vs just a refund and see what works for you!

I know it is frustrating when you want to help the customer and they are blind to it or unwilling. I think the disconnect from the personal connection that goes with face-to-face seller is often a victim to this form of buying-selling.

myboardid · ‎11-27-2019

Sorry, but you are definitely NOT going to win this. eBay always, always, always takes the buyer's side. THE CSR's are trained to tell you anything just to get you off the phone. You will not be allowed to contest this after it is returned. You can appeal and it will be denied.

If you refuse the return, you will get a major defect on your account for not resolving the dispute with your buyer. A couple of these major defects will get you thrown off eBay permanently.

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Successful and experienced seller since 1997, over 70,000 feedback, boardie since the boards were begun.