Buyer wants to defective computer as damaged.

[thievespunk]

I had a buyer who purchased a computer and they issued a return request for the computer stating it was damaged. They informed me that when they plugged it into their monitor the screen flashed. This did not happen when I owned the computer. I looked up the issue and it appears that it is a know defect of this model of computer. Sometimes it flashes with certain monitors. I informed them that it wasn’t damaged but they could take it to Apple and since it was a defect Apple might repair or replace the computer. The took it and Apple agreed to repair it but it will take 1-2 weeks.

I asked the buyer to cancel the return request since A. The item wasn’t damaged and B. I didn’t want to get dinged for not responding to their return request. They refused and said they wouldn’t cancel it until they got the computer back from Apple.

My questions are 1. Since this is a known defect of the computer the Apple is repairing and not damage do I have to honor this return. And 2. If we go two weeks with this return pending will I get negative marks on my account?

[remote_controls_and_more]

You get an INAD defect on your account the second they open an INAD return. Doesn't matter if they close it, never returned the item and it auto closes or they do return it. Same defect.

But an INAD defect isn't that big of a deal unless you get a lot of them. I think you need 10 from 10 unique buyers before there are any negative effects.

[Anonymous]

With the descriptions you have in your auctions I'm pretty sure you aren't going to win this case.

If listing an item worth $580 or $620, you need to give better descriptions, not just (literally) two sentence ads. Whether a known defect or not, you didn't do yourself any favors by that description.

If I were a buyer I would assume, based on that, the computer is working fine; I wouldn't expect any defects upon arrival and would be rightly so if there were.

You will need to accept this return and pony up for return shipping because ultimately, that is what is going to end up happening.

[thievespunk]

Could you give me an example of what else I should add the the description? If you look I put all of the tech specs that where relevant in the listing should I just restate those? 

I feel like the defect is relevant. Apple is actually fixing it for free because this is an issue on their side with certain monitor/computer combos.  Thats not damage.

[thievespunk]

Could you give me an example of what else I should add the the description? If you look I put all of the tech specs that where relevant in the listing should I just restate those? 

I feel like the defect is relevant. Apple is actually fixing it for free because this is an issue on their side with certain monitor/computer combos.  Its not damage its a compatibility issue. 

[gwzcomps]

As a person who specializes in selling electronics I don't see any problems with your description.  It isn't great, but the item specifics are more important.  Most buyers don't read descriptions.  You did fill out your item specifics with incorrect info unless you let eBay auto populate them.  Regardless of what you say in the listing that doesn't protect you from returns.

[ste-9405]

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@thievespunk wrote:

B. I didn’t want to get dinged for not responding to their return request. They refused and said they wouldn’t cancel it until they got the computer back from Apple.

2. If we go two weeks with this return pending will I get negative marks on my account?

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A return request for Not As Described can remain open, not accepted and not escalated, until it automatically closes on its own after 21 business days.

But you risk the defect after 3 business days. Since your buyer wants to retain the option to return the item if the repair doesn't go well, and since eBay said in the Spring Update that EBAY MAY INVITE ITSELF TO STEP IN AFTER 3 BUSINESS DAYS if the seller has not yet not accepted the return, it's best to

1. accept the return now,

2. issue the return label (won't be billed if not used), and

3. add the buyer the options to A. abandon or C. close the R. return as they wish.

[cream_couture]

I would call eBay and ask them to place the return on hold for 2 weeks per the buyer's request OR accept the return in the system so the buyer doesn't get refunded for your lack of response. The buyer doesn't have to send back if you accept the request. If they never send it back, it will eventually time out and close OR the buyer can cancel the request if Apple fixes to their satisfaction.