eBay

bitsofsiliconvalley · ‎08-24-2017

If you sell items that require some degree of skill to use, and you have problems with returns, this question is for (and about) you!

Most of my listings these days are used computer components. I test everything before I list it ("for parts or repair" items excepted), so I should have very few "item doesn't work" claims. The number I actually get is higher than I like.

These cases seem to fall into three categories.

In one, the problem is often identifiable from the buyer's description, and I can offer a refund with fair confidence that it's justified. The problem may be something I should have checked but didn't. Or maybe a postal worker drove a forklift over the package; or maybe it's just one of those things; but I understand what happened and I can accept that it's not the buyer's fault.

These problems are easy. Whatever I should have done and didn't do, I plan to do it in the future. If I did everything right and still get a refund request, well, as long as it's not too frequent it's OK.

In the second category the problem is mysterious. If I have the item returned I can see that it doesn't work, but I have no clue why not. I may suspect that the buyer blew it up, but I can't prove it.

In the third category, which bothers me the most, if I have the item returned I find that it works just fine. The buyer either was messing with me or genuinely didn't know what he was doing. The problem was his, not mine, but I'm still out two shipping charges with no profit to show for it.

Have you found any tricks for reducing the number "item does not work" returns of types 2 and 3? And in cases where I authorize a return and find that nothing was wrong, do I have any remedy? I don't want to be a jerk about this, but sometimes I want to hold the buyer accountable.

deep-garnet-red · ‎08-25-2017

Unfortunately not much can be done. BTW, this sort of thing happens across all categories. I do cross my fingers every time I sell used electronics though.

One thing you can do if it comes back to you in working order is to "report the buyer". It won't get you any money back, but supposedly it gives them some sort of black mark. It's debatable whether or not it does any good.

soh.maryl · ‎08-25-2017

Not questioning your answer, but I'd like to see some sort of eBay documentation that a buyer who returns an item as "not working" gets some kind of black mark if it turns out that the item is indeed working.

electrola_man · ‎08-25-2017

@bitsofsiliconvalley wrote:

In the third category, which bothers me the most, if I have the item returned I find that it works just fine. The buyer either was messing with me or genuinely didn't know what he was doing. The problem was his, not mine, but I'm still out two shipping charges with no profit to show for it.

Yes, this is really frustrating. A guy just did this to me, and his return request started off in a gruff tone, saying, "Listen, this XXXXX doesn't work..." He went on to describe the batteries he used, and threatened to dispute the charge with his credit card if I didn't accept his return. He signed his name followed by a bunch of acronyms for various certifications, perhaps to give himself more credibility or to pump up his own ego. I paid for a shipping label, got the item back, and as I expected, it worked perfectly. I took batteries out and put them back in multiple times to make sure there wasn't some intermittent fault that he may have found, but there was not. He either lied, put in dead batteries, or put them in backwards. It's always one person's word against another, though, and there's always a chance something could have gone wrong. The seller is likely to lose, so when push comes to shove, I take the item back, eat the shipping charges, block the buyer, and resell. It was useful in the past when we could see other purchases by the buyer. I remember catching one guy trying to return the left-over junk to me after having bought two items of the same model from me and another seller. I wish we'd get that capability back.

What I have done:

Describe very well and completely, with good photos.
If it seems necessary, include a video demonstrating the item working.
Have a no-returns policy on used merchandise. I know it doesn't mean I'll never be stuck with a false SNAD return, but I believe it reduces return requests (and I'm not trying to start another thread about this -- it just works for me).
Minimize sales of large or heavy items that are costly to ship.
Be thankful most buyers aren't like this, and block the occasional one that is.

This has kept this type of thing from being too large of a problem.

drvsway2fast · ‎08-25-2017

Unfortunately, electronics are a high fraud and abuse category. So selling them is a risk. I won't do it anymore, I am always stressed until I get positive feedback on an item. But, know that it is not just in electronice- I sold a vintage necklace that is not a pendant necklace, and I never stated that it was. I did state that it was lightweight, but got a SNAD case because she couldn't wear a pendant on it. Of course I accepted it, and paid return shipping. I could have fought it, but it would have caused me more stress over fighting it than just taking the return. I also had a "charity" return an item because "it wouldn't bring as much as they thought it would at auction" (get this, the address I shipped it to was a $1.5M home, so they were obviously a charity, right?). That was another aggravating SNAD case that was obviously false, but I guess I just put it all in the "part of business" category. Sorry you are frustrated, but just know there are people that just don't have a clue and will always be a thorn in your side.

missjen831 · ‎08-25-2017

@soh.maryl wrote:
Not questioning your answer, but I'd like to see some sort of eBay documentation that a buyer who returns an item as "not working" gets some kind of black mark if it turns out that the item is indeed working.

Reporting a buyer for abusing the MBG gets them on ebays radar. It's a known fact that eBay tracks this. Hence the buyers who come here complaining because they got kicked out of buyer protection

One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**

drvsway2fast · ‎08-25-2017

The whole reason I posted my previous reply was to offer a "credible" possible solution, and I told stories instead. So what I meant to put in there, is maybe offer a link to detailed user instructions, a manual or youtube video in the description for using the item. Or make your own video about how to use the item and post to youtube. Have them refer to it when they want to return the item, and if that doesn't work then just chalk it up to a non-tech savvy person.

doll-fan · ‎08-25-2017

I had good luck selling mini computers but usually tech savvy people buy those as they are just the computer, no monitor, keyboard or mice. I sold well over 50 of them and knock on wood no issues. The disk drives however, 1 in 10 get returned as defective. I test them thoroughly at least 2 times before shipping (testing computers happens to be my day job so I know what I am doing) and I spent the money on proper packaging for electronic devices. Now, anything can happen to electronics in shipping. But with drives all it takes is the user dropping it, touching it without static protection, getting it wet or forcing the plug in wrong and you get a broken device. So, I feel your pain there. Short of showing up with it and plugging it in for them I don't think there is anything you can do.

deep-garnet-red · ‎08-25-2017

@soh.maryl wrote:
Not questioning your answer, but I'd like to see some sort of eBay documentation that a buyer who returns an item as "not working" gets some kind of black mark if it turns out that the item is indeed working.

Perhaps I didn't convey it well enough? I have my doubts as well...lol

bitsofsiliconvalley · ‎08-28-2017

The case that led me to start this thread ended well for me. A day after the buyer's initial message they messaged me again, really embarrassed, and said that it was their mistake. I'm not sure just what they did, but somehow they attached the power cables wrong. "I'll never doubt you again!" they said.

I've thought about writing instructions, but it's a daunting task, even though writing computer documentation is my day job (or maybe because). A simple checklist won't do the job, because most of the problems seem to involve bizarre misunderstandings. I'd have to drill down to the level of "Do not put your coffee cup in the CD tray," and then I'd have an encyclopedia that no one would read. This may be something I just have to live with.