Buyer wants to send back item, he didn't purchase...

[quartersnsense]

Hi all...

Received this is my ebay inbox this morning:

New message from: ****** (4)

"My company bought your cashmaster omega 230, and it is not working. The power button is flashing red and green which indicates a faulty battery. I called customer support and they said they can't help us. We're going to return it to you for a refund."

But this person did not purchase cashmaster I had up for auction. Instead, he did ask a question earlier but was sold to another bidder.

However, he and the WINNING BIDDER live about 40 miles apart from each other in Indiana so it could very well be them. If eBay allowed me to search for bidder history (I think this used to be an option) this would make things a bit easier for me.

I sent him the link:

https://pages.ebay.com/ebay-money-back-guarantee/questions.html

Should I send the "actual winner" a question too? Or is that opening up a can of worms?

Is there anymore else I should be doing?  It has been awhile seen I've sold on eBay.

Thanks all!

[*madison]

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@quartersnsense wrote:

Okay...I will.

What if I get hit with an open case and negative feedback as a result of ignoring him?

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Only the winning bidder can file a claim and leave neg feedback, there is no need to communicate with someone who didn't buy the item. Wait and see what happens. If anything does happen with the actual winning bidder, come to these boards first for advice before you do anything.

[quartersnsense]

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@*madison wrote:

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@quartersnsense wrote:

Okay...I will.

What if I get hit with an open case and negative feedback as a result of ignoring him?

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Only the winning bidder can file a claim and leave neg feedback, there is no need to communicate with someone who didn't buy the item. Wait and see what happens. If anything does happen with the actual winning bidder, come to these boards first for advice before you do anything.

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Okay...I will. I have this odd feeling like somehow they are related.  I should have blocked this person to begin with...he had asked a silly question earlier and I went and uploaded a special photo for him....back when it was still for sale.

Why do I always ignore that bad gut feeling?

Alright...we'll see...I'm sure I'll be back.

Thanks again

[pburn]

The real buyer may indeed file a SNAD, as is his/her right in accordance with the MBG link you sent this pretender. If that happens, accept the return, send the return mailing label, and refund the buyer when you get the item back, just as you would any other SNAD.

Deal with the negative feedback IF and when you receive it.

[quartersnsense]

Well it looks like it's legit:

[quartersnsense]

Ok.

Will do. So this is what the message looked like. It looks like the buyer is paying for return shipping? I bet it won't be the original item.

[lacemaker3]

I would suggest that the best thing to do would be to reply to the member who has contacted you, and tell them that they will need to start a return request from the account that was used to purchase the item. 

Then wait, and deal with the request when/if they open it from the buying account.

Ignoring this member would not be polite or professional, but you need to deal with the account that was used to purchase the item. 

[quartersnsense]

Thanks...it looks like it was legit.

I have been told by eBay to begin the return process.

Do you know, do I have to pay return shipping?

[a_c_green]

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@quartersnsense wrote:

Okay...I will.

What if I get hit with an open case and negative feedback as a result of ignoring him?

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Well, ignoring him doesn't matter as he's not your buyer. Just deal promptly with the actual buyer. I see that he's opened a return request, so take it back before refunding.

I see this was an open-box sale, so if you didn't test it before listing it, I would definitely recommend doing so before relisting. If the battery is bad for whatever reason, swap in a replacement and verify the rest of it. It definitely boosts your listing appeal to be able to say that it's tested and working.

[quartersnsense]

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@a_c_green wrote:

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@quartersnsense wrote:

Okay...I will.

What if I get hit with an open case and negative feedback as a result of ignoring him?

---

Well, ignoring him doesn't matter as he's not your buyer. Just deal promptly with the actual buyer. I see that he's opened a return request, so take it back before refunding.

I see this was an open-box sale, so if you didn't test it before listing it, I would definitely recommend doing so before relisting. If the battery is bad for whatever reason, swap in a replacement and verify the rest of it. It definitely boosts your listing appeal to be able to say that it's tested and working.

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This is good advice thanks. So do I start a dialogue with buyer now or just wait till I receive the item back in the mail?

[lacemaker3]

yes, I saw your screenshots after I posted my reply. I agree, it looks like the original buyer started the return, as they should have done.

In the second screenshot you posted here, it says "Doesn't work or defective", which is considered not as described. Any time the return is for a "not as described" reason, the seller is charged for the return shipping label.

It really appears that the person who first contacted you does work with the person who bought the item, so it's much better to be polite and helpful, so the buyer won't get annoyed with you for not being polite to their colleague. It sounds as though the first person might be the one who needed the machine, and tried to get it working.

[quartersnsense]

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@lacemaker3 wrote:

yes, I saw your screenshots after I posted my reply. I agree, it looks like the original buyer started the return, as they should have done.

In the second screenshot you posted here, it says "Doesn't work or defective", which is considered not as described. Any time the return is for a "not as described" reason, the seller is charged for the return shipping label.

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So I have to pay for shipping twice? Oh well, very well.

Thanks for the information.

Thanks all for you help.

[lacemaker3]

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@quartersnsense wrote:

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@lacemaker3 wrote:

yes, I saw your screenshots after I posted my reply. I agree, it looks like the original buyer started the return, as they should have done.

In the second screenshot you posted here, it says "Doesn't work or defective", which is considered not as described. Any time the return is for a "not as described" reason, the seller is charged for the return shipping label.

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So I have to pay for shipping twice? Oh well, very well.

Thanks for the information.

Thanks all for you help.

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Yes, I'm afraid so. That's how it always works for Not as described returns. You should reply to the return request, apologising for the issue, and tell them you will send the refund as soon as you receive the item back.

I agree with the advice to that open-box items should be tested before you list them. It helps to avoid this kind of issue.

I would not assume that this buyer is going to be difficult. You really have no idea if the item worked or not. So far, both the buyer and his colleague appear to have been open and honest about the issues, as far as I can see. I haven't seen any sign of any threats or unreasonable demands. 

[mam98031]

In a case like this it is NOT a good idea to ignore the buyer.  They have told you that the two accounts are related.  They have an issue with the product.  They have the right to get a working item if that is what they purchased.  They likely know that they can only open a claim under the ID they purchased with.

I don't think anything you've described seems "fishy".  The buyer that purchased may have asked this other person to contact you as they weren't as familiar with the product or maybe Ebay in general.  I know that when my husband or any of my kids have an issue with an Ebay purchase, they come to me.

I also don't think there is any reason to block this buyer, but of course that is your choice to make.  

Yes, all sellers have to pay for return shipping when we want to get the item back and the buyer has filed a SNAD.  No matter what their return policy states.  The MBG gives buyers certain protections.

I hope it all turns out well for you and your buyer.

[a_c_green]

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@quartersnsense wrote:
This is good advice thanks. So do I start a dialogue with buyer now or just wait till I receive the item back in the mail?

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Within the return request or dispute or whatever we're calling it these days, there should be an option for sending a message to the buyer. If you haven't communicated with him since the return request was opened, I would do so now, saying something generic like, "We're sorry that you're having problems with the item. We will let you know as soon as we have received it back."

[mam98031]

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@a_c_green wrote:

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@quartersnsense wrote:
This is good advice thanks. So do I start a dialogue with buyer now or just wait till I receive the item back in the mail?

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Within the return request or dispute or whatever we're calling it these days, there should be an option for sending a message to the buyer. If you haven't communicated with him since the return request was opened, I would do so now, saying something generic like, "We're sorry that you're having problems with the item. We will let you know as soon as we have received it back."

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Not all SNADs allow for communication between the buyer and seller within the SNAD itself.  I have no idea why, as I haven't found any logic to when it is allowed and when it isn't.  But as long as the communication happens within the Ebay email system, it is fine.

If the actual return request has been filed, it really isn't necessary for extra communication unless the OP has some specific return shipping requirements for the item.  Just accepting the request and issuing the return label is really all the OP needs to do if a Request is actually opened.

If one is not yet opened by the buyer that purchased the item, then just wait.  Wait for the buyer to open the request, then accept it and issue the return label.