Buyer wants a return

[austpres]

Hello,

I recently sold an iPhone to another used on eBay.  The buyer received the item yesterday and already sent me a return request.  The buyer's reasoning is that the item does not work or defective.  The buyer is claiming that the Apple ID is connected to the phone.   Which is understandable that something went wrong when I tried to reset the phone.  I immediately contacted the buyer back with a link that shows a simple way to remove the Apple ID and reset the phone through iTunes. The buyer responds back saying if I do not accept the return he or she will open up a case.  My question is: is this really my fault, and do I need to accept the return?  From what I can understand, the item details says that the iPhone is working and unlocked. If the phone does not have a passcode, is this truly my fault? He refuses to work with my because the "item was not ready when sold." 

Anything helps! 

Also, I called eBay and form what I could understand from the representative is that I should accept the return and view the item myself. I hope it does not come to this...

[missjen831]

You don't have the option of denying the return because it's an SNAD return. You either accept the return, issue the return label and refund in full when you get the phone back or you refund the buyer and let them keep the phone. If you don't, the buyer will ask eBay to step in (aka open a case) and eBay will likely force you to refund and let the buyer keep the phone.

[phcd1]

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@austpres wrote:

...My question is: is this really my fault, and do I need to accept the return?  ...

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The important thing to know, No Case=No Refund. I would stop communicating with the buyer if I were you, its not in your best interest.

Now, if they open a case (i.e. a request for a refund), Yes, Return for refund. I have never sold an iPhone on eBay that went off without a hitch on eBay. I no longer sell them on eBay. Too much trouble. Calling eBay as a seller is not a good idea. If your lucky, your get the wrong advice, unlucky, your get bad advice. Return for Refund.

[tarpedge]

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@phcd1 wrote:

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@austpres wrote:

If your lucky, your get the wrong advice, unlucky, your get bad advice. 

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This ^^ Your seen your hear first.

[missjen831]

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@phcd1 wrote:

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@austpres wrote:

...My question is: is this really my fault, and do I need to accept the return?  ...

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The important thing to know, No Case=No Refund. I would stop communicating with the buyer if I were you, its not in your best interest.

Now, if they open a case (i.e. a request for a refund), Yes, Return for refund. I have never sold an iPhone on eBay that went off without a hitch on eBay. I no longer sell them on eBay. Too much trouble. Calling eBay as a seller is not a good idea. If your lucky, your get the wrong advice, unlucky, your get bad advice. Return for Refund.

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@phcd1 The buyer already opened a return request for a defective item. OP has 3 business days to resolve the problem otherwise the buyer can ask ebay to step in. This is an SNAD. The "case" will be opened when the buyer asks ebay to step in. @austpres If you do not respond to the return request, then as I said in my initial response, the buyer will ask ebay to step in. You won't win if that happens. You cannot ignore an SNAD return request.

[*eponymous*]

If the phone is locked to your icloud account, the phone cannot be used by the buyer.  It is, therefore, SNAD.   Take MissJen's advice about the return.

[phcd1]

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@missjen316 wrote:

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@phcd1 wrote:

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@austpres wrote:

...My question is: is this really my fault, and do I need to accept the return?  ...

---

The important thing to know, No Case=No Refund. I would stop communicating with the buyer if I were you, its not in your best interest.

Now, if they open a case (i.e. a request for a refund), Yes, Return for refund. I have never sold an iPhone on eBay that went off without a hitch on eBay. I no longer sell them on eBay. Too much trouble. Calling eBay as a seller is not a good idea. If your lucky, your get the wrong advice, unlucky, your get bad advice. Return for Refund.

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@phcd1 The buyer already opened a return request for a defective item. OP has 3 business days to resolve the problem otherwise the buyer can ask ebay to step in. This is an SNAD. The "case" will be opened when the buyer asks ebay to step in. @austpres If you do not respond to the return request, then as I said in my initial response, the buyer will ask ebay to step in. You won't win if that happens. You cannot ignore an SNAD return request.

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This is all true IF a return request has been opened. The OP doesn't make that clear in their opening post.

[missjen831]

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@phcd1 wrote:

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@missjen316 wrote:

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@phcd1 wrote:

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@austpres wrote:

...My question is: is this really my fault, and do I need to accept the return?  ...

---

The important thing to know, No Case=No Refund. I would stop communicating with the buyer if I were you, its not in your best interest.

Now, if they open a case (i.e. a request for a refund), Yes, Return for refund. I have never sold an iPhone on eBay that went off without a hitch on eBay. I no longer sell them on eBay. Too much trouble. Calling eBay as a seller is not a good idea. If your lucky, your get the wrong advice, unlucky, your get bad advice. Return for Refund.

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@phcd1 The buyer already opened a return request for a defective item. OP has 3 business days to resolve the problem otherwise the buyer can ask ebay to step in. This is an SNAD. The "case" will be opened when the buyer asks ebay to step in. @austpres If you do not respond to the return request, then as I said in my initial response, the buyer will ask ebay to step in. You won't win if that happens. You cannot ignore an SNAD return request.

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This is all true IF a return request has been opened. The OP doesn't make that clear in their opening post.

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Yes they did make it clear. One of the first things they said was "the buyer has already sent me a return request". 

[phcd1]

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@missjen316 wrote:

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@phcd1 wrote:

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@missjen316 wrote:

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@phcd1 wrote:

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@austpres wrote:

...My question is: is this really my fault, and do I need to accept the return?  ...

---

The important thing to know, No Case=No Refund. I would stop communicating with the buyer if I were you, its not in your best interest.

Now, if they open a case (i.e. a request for a refund), Yes, Return for refund. I have never sold an iPhone on eBay that went off without a hitch on eBay. I no longer sell them on eBay. Too much trouble. Calling eBay as a seller is not a good idea. If your lucky, your get the wrong advice, unlucky, your get bad advice. Return for Refund.

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@phcd1 The buyer already opened a return request for a defective item. OP has 3 business days to resolve the problem otherwise the buyer can ask ebay to step in. This is an SNAD. The "case" will be opened when the buyer asks ebay to step in. @austpres If you do not respond to the return request, then as I said in my initial response, the buyer will ask ebay to step in. You won't win if that happens. You cannot ignore an SNAD return request.

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This is all true IF a return request has been opened. The OP doesn't make that clear in their opening post.

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Yes they did make it clear. One of the first things they said was "the buyer has already sent me a return request". 

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That can be as simple as an eBay message "I want to return this" (which is common). Typically a case is an INR or SNAD (at least when I speak of them). Then the OP then says " The buyer responds back saying if I do not accept the return he or she will open up a case". That to mean means there is no case (i.e. INR, SNAD) open (at least that is how I read it). So, that is how I originally responded. I at least think we are in agreement as to the proper solution.