First Ever Return Request....

[texdrum]

Good evening all,

Wanting some input about handling a return request.

First, the item was clearly stated as missing parts, no gaurantees, and for parts/repair (all phrases I used in my listing, and some in bold!).

Seller sends a return request today stating that the item is not working properly. This item relates to a hobby I've been in for 30+ years, and worked in for about 10, and the issue he stated really makes no sense.

I suspect that the reality is that the buyer didn't actually read my listing, and is requestion a return due to the missing parts (which he oddly stated in his request that the request isn't because of the missing parts!).

I'm furstrated that the buyer didn't contact me first about the "issue" with the item (which leads me more to beleive it's buyers remorse). 

I'm thinking my first step is to ask for more details about the issue.

From what reading I've done in the last few minutes, the eBay return system is slanted GREATLY in the buyers favor.

Thanks for any input! 

[kensgiftshop]

If it's the filter you are talking about, you listed it as new:
New: A brand-new, unused, unopened, undamaged item

In your description, you said that you have tested it and it's missing some parts, so it's not new.

I would send a return shipping label and refund once the item is returned.

[texdrum]

Thanks for the input.

I thought the "new" listing with applicable given that it had never been used (if it's not used, it's new, right?). All of the internal parts that came sealed, were still sealed.

That said, I get what you're saying.

Is there really any reason that I have to ship it back? Shipping will be in the $40 range, so why bother (plus, I already had to kick in about $10 in shipping).

This situation aside, what's stopping buyers from abusing this system? I've read some seemingly horrible stories of sellers being scammed out of fairly expensive items.

[kensgiftshop]

It's up to you, if you think the item is worth paying to have it shipped back to you.

Some sellers will say if the shipping is to high, they would just refund the customer.

Myself, I would pay to have it shipped back, I'm not here just to give stuff away.

The way it is now, there's not really a way to keep from getting scammed on Ebay. You can ship a $1000.00 item and buyer says it not as described and they send you back a rock with tracking and once you get the rock, you have to refund them, which I don't think is fair to sellers.

[jaaron7]

OP, I've been on ebay for a while and even I'm confused with your listing.  You state it's new and in the title say unused, but then you go on to state there are or may be missing parts.  If that's the case, then it's not "new".

I'd simply accept the return request and refund in full when you receive the item back.

[texdrum]

It was 100% unused (all the internal parts were still factory sealed), but yes, there were parts missing (stolen from the box in the store).

[penguins_dont_fly]

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@texdrum wrote:

It was 100% unused (all the internal parts were still factory sealed), but yes, there were parts missing (stolen from the box in the store).

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The item should have been listed as "For Parts/Not Working", if that category supports that condition

If the box was opened and parts removed, it is no longer "New".

Here is a list of conditions by category, with their definitions:

https://pages.ebay.com/help/sell/item-condition.html

As for your return:

Dear Buyer, we are sorry that you are unhappy with your item. Please return it for a full refund".

Accept the return, let eBay issue a label and refund your buyer when you get it back.

If you relist it, list it correctly.

[flyerfandan999]

I disagree with the majority of the respondents to your post.

I think you listed your item correctly.

The eBay definition of new that appears with your listing is "New: A brand-new, unused, unopened, undamaged item (including handmade items). See the seller's listing for full details."  The eBay definition takes into account that not everything on eBay can be a single retail item in a retail wraper like a bar of Irish Spring soap.

The intent that eBay has for its site is that every listing delivers to the Buyer an item that is "As Described."  The fact that this item when offered by the manufacturer for sale usually comes with other stuff in the box, and said stuff was missing, does not disqualify it from being eBay "new" as long as the seller's listing provides a full description of what the Buyer will receive.  In this case the Seller repeatedly stated that what the Buyer was going to get is new, but also repeatedly stated what the Buyer was NOT going to get.

Now this could all be moot if the nature of the problem that the Buyer claims he is having with the item is the actual function or integrity of the item received--let's say he hooked it up and it leaks from a heretofore unseen crack in the filter's shell, or for some reason the filter element is not flowing water properly.  Something like that is a legitimate beef with the item and should be remedied by the Seller.  OTOH the Seller and OP states that the Buyer's problem makes no sense to someone with extensive knowledge and experience with the item, so we have to assume on this forum that the Buyer is trying to blow sunshine up the Seller's pantleg.

To the OP, assuming you listed this as No Returns (which you would have been crazy to not list it as no returns!), I would not grant the return and if the Buyer wants to return, I'd dispute it thru eBay, emphasizing that the Buyer received EXACTLY what you listed.

[Anonymous]

won't matter what you state, returns no returns, I will bake you a cake to make you happy...ebay will make you accept the return PERIOD! It sucks, but it is what it is!!!

[green-night]

I disagree with the majority of the respondents to your post.

I think you listed your item correctly.

OP should not have listed as new.

The eBay definition of new that appears with your listing is "New: A brand-new, unused, unopened, undamaged item (including handmade items).

It was 100% unused (all the internal parts were still factory sealed), but yes, there were parts missing (stolen from the box in the store).

Unless Houdini stole the parts from the box, the box was OPEN thus disqualifying it from that condition. 

[phcd1]

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@flyerfandan999 wrote:

I disagree with the majority of the respondents to your post.

I think you listed your item correctly....

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I assume the OP has a SNAD return? If so, this is a done deal. The OP listed it as "New" (Ebay's definition ((in this category)) is "A brand-new, unused, unopened, undamaged item (including handmade items). See the seller's listing for full details."). A "Brand New" Item would NOT be missing parts. 

It's all water under the bridge now, as its done. But since the OP chose that category, and there is no "New-Other" or "Parts or Repair only" in that category, I would have listed in a different category that HAS those condition drop downs available, but that's me. The only better choice if the OP insists on that category would have been "Used" since its missing parts.

At this point, since the OP doesn't want it back (understandably) so, I would offer a partial of say $20 and hope the buyer takes it. Otherwise, the OP has to pay for the return and refund or just refund.

There is nothing to fight here, the OP will lose.

[texdrum]

Thanks for all the input!

Iirc, this is the first time I've ever listed anything that wasn't clearly used, so I'll certainly think carefully about how I classify things in the future. 

The issue was a result of user error, and with one message we were able to resolve it (and he closed the return request).

Even though it ended up not being an issue, it was still a good education for me!

[flyerfandan999]

There are two choices in the listing category, New and Used.  If there were "New, Other" as a choice, that would be the most accurate category for this item.

The item is not used.  It has never been installed.  It has never been exposed to water.

Given the choice between categories New and Used, it is LESS accurate to call it Used than to call it New.

The purpose of the listing pictures and description is to accurately portray to buyers what they are buying.  IMO the OP successfully did so with extensive descriptions of what was included and what was missing.

[flyerfandan999]

Glad it ended up on a positive note!

[phcd1]

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@flyerfandan999 wrote:

...The item is not used.  It has never been installed.  It has never been exposed to water.

Given the choice between categories New and Used, it is LESS accurate to call it Used than to call it New....

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Of course its used, it's missing parts therefore it must have been  "used" by someone it for parts scavenging.