Buyer modified and returned iPhone

[keviwisdo0]

I recently sold an iPhone 7 for Parts or Repair As-is, with conditions being noted including iC locked and a cracked screen. Well after receiving the item the buyer sends a return request due to me not noting the cracked screen along with his two photos of said cracked screen. I in return sent him copies of the original listing showing highlighted with cracked screen. However I did go ahead and accept the return as per eBays recommendation. Upon receiving the iPhone back I was pleasantly surprised, and very confused, to see that the screen was now No longer cracked! At first the modification seemed a blessing but now after trying to reconnect to iTunes, it is no longer recognized nor does it even show to have a serial number. How do I respond to this?

[swappart]

Start by reaching out to the buyer and asking him about the screen having been replaced. Try to sound pleasant about it, as if it's not a big deal, but don't say anything which would sound as if it's really not a big deal. Your goal is to get the buyer to acknowledge altering the item, without realizing he will then lose his buyer protection. If you can get him to acknowledge the alterations, then you can contact eBay and get them to not issue the automatic refund. At some point after that, either you or the buyer will get an option to escalate the case, and you will win because the item was modified. If you can't get the buyer to acknowledge the alterations, you will have very little chance of winning a case against him because eBay will take his word over yours. Also, are you certain it is the same phone?

Suggested message:

Hi, I received the phone back today. I was surprised to see you replaced the screen. Did you do it yourself, or was it professionally done? Either way, it looks like it was done right, but for some reason I can no longer get it to connect to ITunes. Can you please tell me what else was done so I can try to get this working again? Your assistance and understanding will be greatly appreciated.

If he doesn't bite, there isn't much you can do other than refund and try to resell it to recoup some of your losses. It's not going to hurt your account unless eBay steps in and you lose.

[rebell45]

 I seriously doubt that you will be able to get anything back from the buyer or eBay, but it's worth a try.

Otherwise, if you have an Apple repair facility or just a cell phone repair shop in your town, you could take it in and ask if they can do anything with it.  Its sounds like it may have been rooted.  Someone with recovery tools may be able to get it working again. 

[simba6]

I suspect that is not the same phone you sent.  You can report the buyer. If they have been reported in the past you have a slight chance of winning. Click the help and contact link at bottom of page. Try to speak with a supervisor. 

[swappart]

---

@rebell45 wrote:

 I seriously doubt that you will be able to get anything back from the buyer or eBay, but it's worth a try.

Otherwise, if you have an Apple repair facility or just a cell phone repair shop in your town, you could take it in and ask if they can do anything with it.  Its sounds like it may have been rooted.  Someone with recovery tools may be able to get it working again. 

---

I've used that method dozens of times to get buyers to unknowingly acknowledge something which I could use against them. It was an eBay rep which originally suggested this tactic years ago. An item must be returned in the same condition as it was received.

https://www.ebay.com/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763

[rebell45]

Understood, just offering alternatives.

[rebell45]

The other posters make very good points. Are you sure it is even the phone that you sold? If not, can you prove it? Did you keep a record of the IMEI  number?