Buyer wants to return defective item

[jamiedanjoux]

 Hi,

I sold a BT Hub 6 router back in June brand new and in full working condition (tested this myself).  The buyer contacted me earlier this month to ask if still under warranty, I explained there was no warranty as I didnt't offer it, any issues would have to be referred to manufacturer.   Buyer has opened a case to say that they haven't received the item, however put in message that it is defective and want a replacement or refund.  I am reluctant to follow through as seems to be working for 3 months without issue.  Buyer claims it only worked for a few weeks - why wait all this time to get in touch, especially for a device that is used daily.

I will be asking buyer to return, at their expense, along with all contents and packaging (serial number noted upon despatch).   Does eBay support sellers in cases like these?

Jamie

[couldabeenworse]

eBay doesn't support either seller OR BUYER after 3 months, but you should get that case closed by inputting the tracking number.

If the buyer moves on to paypal and files the proper Not As Described complaint, they may require him to return the item at their expense and force you to refund in full.  You may attempt to win the paypal case if the buyer made any comments about the item initially working via regular email.  PayPal usually will not look at eBay messages.  They will also not get bogged down in details regarding what the buyer does or doesn't return.

Good luck....

[robot-hands]

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@jamiedanjoux wrote:

 Hi,

I sold a BT Hub 6 router back in June brand new and in full working condition (tested this myself).  The buyer contacted me earlier this month to ask if still under warranty, I explained there was no warranty as I didnt't offer it, any issues would have to be referred to manufacturer.   Buyer has opened a case to say that they haven't received the item, however put in message that it is defective and want a replacement or refund.  I am reluctant to follow through as seems to be working for 3 months without issue.  Buyer claims it only worked for a few weeks - why wait all this time to get in touch, especially for a device that is used daily.

I will be asking buyer to return, at their expense, along with all contents and packaging (serial number noted upon despatch).   Does eBay support sellers in cases like these?

Jamie

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Upload tracking, call and have it closed.

BBL and ignore them forever.

That's the extent of the steps I would take besides derisive laughter that they want to return it almost 120 days later. 

[jamiedanjoux]

Thanks, the shipping label was created with ebay's Shutl partner and sent via Hermes.  How do I upload the tracking number. 

That is what I thought, the item was working for the time they had received it until the first email I received. I am not accepting responsibility for that, as for all I know that could've been due to local reasons or mis-use. 

Jamie

[missjen831]

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@jamiedanjoux wrote:

Thanks, the shipping label was created with ebay's Shutl partner and sent via Hermes.  How do I upload the tracking number. 

That is what I thought, the item was working for the time they had received it until the first email I received. I am not accepting responsibility for that, as for all I know that could've been due to local reasons or mis-use. 

Jamie

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You can’t upload tracking and you don’t need to upload tracking because it’s a return request. Don’t you have the option to just decline the return? If you do, decline it. The MBG has expired. However since this occurred in the UK, eBay step in and force a return because of the UK consumer protection laws.

[jamiedanjoux]

NB: Tracking details added.

[jamiedanjoux]

Hi, 

As far as I can see, in the case I have the option to add tracking details (which I've done), refund the buyer, or, send a message (which I have done a few times).

The buyer does not state what the issue is other than WiFi not working, I have requested the buyer to send me a picture of the admin page of the router and instructions how to do so and points blank there's no internet access (internet access is not required).

Jamie

[missjen831]

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@jamiedanjoux wrote:

Hi, 

As far as I can see, in the case I have the option to add tracking details (which I've done), refund the buyer, or, send a message (which I have done a few times).

The buyer does not state what the issue is other than WiFi not working, I have requested the buyer to send me a picture of the admin page of the router and instructions how to do so and points blank there's no internet access (internet access is not required).

Jamie

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So he filed a INR then? Call eBay and get it closed in your favor. They should have given you the option to close the case yourself since it’s way past the MBG.