Buyer's remorse return on a listing which doesn't accept returns

[programminmachin_0]

On August 22nd, I sold a refurbished MacBook Pro (http://www.ebay.com/itm/162637046781?ssPageName=STRK:MESOX:IT&_trksid=p3984.m1559.l2649). Unlike most refurbishers/sellers, I charged $329 (+$25 shipping) for an item trending at $369. I also installed a new Hard Disk and Battery to prevent the buyer from losing files on a used/failing hard disk. The new battery allows the computer to achieve its original, factory, 7-hour battery life. I am a high school student and I set the listing to "no returns" because I don't have the money to refund buyers. I literally bought the next computer to refurbish as soon as the money became available. I also paid the final value fee within a few days of that time. When I created the listing, I thought the only circumstance I would be required to accept a return is if the item isn't as described. I described my item accurately, installed new parts (unlike most sellers), and shipped within 2 hours of purchase. I called eBay and "buyer remorse" was mentioned. The buyer had initiated the return on the basis of the computer being defective. I spent nearly three hours testing the computer before listing so I can guarantee it is not defective. I also recorded a (private) video of the item functioning normally. The return was initiated on the 11th of September. Here is the return message from the buyer:

"Runs very, very slow and not worth the purchase. Doesn t have the HDMI Cable and wasn t aware that computer didn t have this feature when deciding to buy, this would have made a difference in my decision. I would appricate a refund in this matter. Thank you."

The computer is, however, a 2010 model which might contribute to its "slowness". I responded to the message explaining my situation and that only Mid 2012 15" MacBook Pros and later (trending at $750 on eBay) have an integrated HDMI port but that it is possible to use a mini display adapter (available here for $6) to have the HDMI port. It's been three days and I haven't received a response. Tomorrow is when I can call eBay and finalize the case. I'm anxious to know how likely it is I will be required to accept the return. I have no way to refund the buyer. I can't even pay the return shipping bill in the case I am required to pay return shipping. If buyer remorse can override the "no returns" status of the listing, I think eBay was wrong to not describe the policy accurately. My only course of action will be to either somehow borrow $350+ from someone or delete my account, which is only a last resort.

If I am forced to accept a return, will eBay refund my final value and selling fees for the item?

I find this entire process the most frustrating and stressful experience in my (short) history using eBay. I've wasted nearly two hours on the phone and even more time online trying to undestand the complexities of this baffling return policy. Atop the time for refurbishing the computer, this enterprise is not worth the investment. Please tell me otherwise or my future here may be short lived. This is simply not worth the time. I originally started because I needed to pay for internet and stuff for classes (Calculus, English, Chemistry, and History) my parents refused to provide. If this enterprise cannot meet the demands, there is no incentive for me to continue wasting time, giving my best to people who don't appreciate or deserve it.

[green-night]

Sure this isn't what you want to hear, but unless you can get someone at ebay to agree this is a buyers remorse return (which is unlikely), you should absolutely accept the return and find a way to not only pay return shipping, but also refund the buyer upon return.  If the buyer returns in the same condition (hopefully), you may consider trying to sell it again....perhaps locally might be a better choice.

Deleting your account to try to avoid having to issue a refund is a tremendously bad idea.   Paypal will eventually send the debt to collection if they are unable to collect it from your back up funding source and you will damage your credit which will cost you dearly for years to come.   Trust me, you don't want to do that. 

[missjen831]

This isn't buyers remorse. You are not going to like hearing this but when you sell something on eBay, you need to be able to issue a full refund for a 180 days after payment is made because that is how long the buyer has to file with PayPal. You need to accept the return. Even if by some miracle you got eBay to close the case in your favor, the battle is far from over and the buyer can file a PayPal dispute and a credit card chargeback. 

[mistressmime]

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@programminmachin_0 wrote:

I am a high school student and I set the listing to "no returns" because I don't have the money to refund buyers.

You need to read the money back guarentee, that money isnt yours free and clear for 30 days on ebay and 180 on paypal. You also need to be 18 to sell here.

No returns coverers items that are as described but for whatever reason the buyer doesnt want them.

This is a SNAD/MBG claim which is for items the buyer feels are not as described.

You say you refurbish the computers (I literally bought the next computer to refurbish as soon as the money became available) yet in your listing you claim its Manufacturer refurbished, that alone gives the buyer cause for a SNAD return.

You also failed to mention this in your listing "The computer is, however, a 2010 model which might contribute to its "slowness" the item specifics DO show it, but, things like that need to be repeated in the listing just to avoid confusion.

If the HDMI is on the newer models, the lack of it should have been mentioned in your listing.

[missjen831]

OP you actually don't have to be 18 to sell here. (You DO have to be 18 to post in the community though. )

"A person under 18 can use an adult's account with the permission of the account holder. However, the account holder is responsible for everything done with that account."

https://pages.ebay.com/help/policies/identity-underage-users.html

[dakotasmoke]

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@missjen316 wrote:

OP you actually don't have to be 18 to sell here. (You DO have to be 18 to post in the community though. )

"A person under 18 can use an adult's account with the permission of the account holder. However, the account holder is responsible for everything done with that account."

https://pages.ebay.com/help/policies/identity-underage-users.html

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Unfortunately, it doesnt sound like the OP has much parental support to help whether they are 18 or not 😞

[phcd1]

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@programminmachin_0 wrote:

...Tomorrow is when I can call eBay and finalize the case. I'm anxious to know how likely it is I will be required to accept the return. I have no way to refund the buyer. I can't even pay the return shipping bill in the case I am required to pay return shipping....

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Well, I don't know where to start. First off, you listed this as "Manufacturer refurbished" (which typically includes a warranty) in which you go on to claim that it's really "Seller Refurbished" ("I also installed a new Hard Disk and Battery"). Then you go on to show a pretty, new, stock photo in the listing (which this is not pretty and new, it is really used (seller refurbished at best), but you do go on to say that damage it does have and really, the buyer is not complaining about the damage.

On eBay, you have to assume that the money is not yours until at least 180 days (that's makes the money 75% yours), I personally think 1 year is safer (that makes the money 99% yours). The reason being is eBay has a 30 day MBG which overrides your return policy (even if the buyer is lying). Then you have Paypal which covers it for 180 days (rarer, but still common). Then you have credit card chargebacks for those that use credit cards (I ALWAYS use a credit card), that's typically good for a return for at least a year or more. I've always said, if you NEED money, eBay is not that place for you.

Now, on to your question. What you have is a SNAD case (not as described) in which the seller is required to refund in full and pay return shipping (or let the buyer keep the item and refund). You have told me nothing that makes me think this is buyers remorse, they are just not happy with the item and they think its a hardware issue. Your chances of eBay finding in your favor is very near 0% (yes, zero). I would accept the return, pay return shipping, clean up the listing a bit and resell it (if you get the same item back).

BTW, you're about to break rule #3.

Remember:

1. EBay CS Rep's are less then knowledgeable (i.e. don't trust what they say)
2. Do NOT let a case Timeout
3. Do NOT ask eBay to "Step in" (aka “help you” aka escalate)
4. ALWAYS get the reference number of the phone call, mark down the date and time
5. If the eBay CS Rep claims to have put notes in the case, have them emailed to you.
6. Never escalate a case unless you can get eBay to close it in your favor right then and there.

You can learn more about SNAD by reading a post I made back in Nov 2016. Just click on my name and type in the search "SNAD box" (without the quotes) and pick the first one. It's a long read, but it has a lot of info from eBay in it.

DON'T LET THE CASE TIME OUT or you risk the item AND the money.

Good luck