Buyer modified item - now requesting refund

[alsmme2008]

Hi. Look for some advise from the experts in the community. I recently sold an Apple Watch with an obvisouly broken screen. This was stated in the auction header, description, and photos. The buyer has attempted to replace the screen on their own (I believe). I say "I believe" becuase they are being vuage about that fact. In one message it says "I replaced the screen" and in other message the buyer says "a professional" replaced the screen. Regardless, the watch apparently does not power on any more, and the buyer has requested a refund. He is stating that the watch did not work when it arrived, but for some reason he replaced the screen anyway. I am not sure where to go from here. I have read other similar posts where the buyer damaged the item and requested a refund stating the item arrived broken. The feedback seems to be that eBay sides with the buyer in most cases. Is this any different given the buyer modified the watch (which includes heating it up and using a curved blade to pry the screen off)?

[sam9876]

Has the buyer filed a SNAD complaint?

[alsmme2008]

The buyer has request a return, but I am not sure if it is SNAD return. The website gives me the following options to respond. 

- Accept the return

- Offer another item just like it

- Offer a different item

- Give a full refund

- Offer a partial refund

- Send the buyer a message

So far I have used the send buyer a message option to try to figure out what happened. 

[orangehound · Accepted solution]

You need to act on this return request before 48 hours are up, so that the "system" doesn't act on your behalf. Given what you have written, I see no reason why this return should be honored.  Your situation is one of the few that can actually prevail for the seller on eBay because:

1. You listed this as "for parts or not working"
2. The buyer has admitted to modifying the item in (I assume) eBay messages.

I would call up eBay customer service and ask for their assistance.  Point out that the buyer admitted to modifying the item in eBay messages, and point out that this was a listing "for parts or not working" PLUS "no returns".   I am assuming that they buyer is attempting to get a refund through the Money Back Guarantee.

I would tell the customer service representative that you want the return case closed in your favor.  If this return closes in the buyer's favor, we would have reached a new level of seller-abuse on eBay ... you would then need to appeal the decision.

[alsmme2008]

I just called customer service/resolution center. The very nice lady said that because the buyer "altered" the item without my permission, and did so before initiatiting the refund process, she would close the case in my favor.  I am not sure if this will be the end of it or not. I assume the buy can initiate some type of appeal. I'll update with anything else that might happen. 

Thank you for the advise. 

[orangehound]

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@alsmme2008 wrote:

I just called customer service/resolution center. The very nice lady said that because the buyer "altered" the item without my permission, and did so before initiatiting the refund process, she would close the case in my favor.  I am not sure if this will be the end of it or not. I assume the buy can initiate some type of appeal. I'll update with anything else that might happen. 

Thank you for the advise. 

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Yes, there are some other avenues the buyer can take if they are savy ...

1. Appeal through eBay
2. Request return through PayPal
3. File a chargeback through their Credit/Debit card