eBay

leareamc · ‎11-26-2018

Please advise how to handle a new, sealed PC software item with no returns accepted and a buyer wanting to return after opening claiming they cannot get it to install properly on thier computer? I do not want to accept a return because:

a) It is sealed and hardly any chance of it being defective

b) ability to properly install software is a normally a one way street leading right to issues with the PC itself

c) the item will now NOT be returned in it's original condition since it's opened

d) they peculiarly waited until literally two hours before 30 days was up(probably didnt even recall I had a no return policy on this)

Am I allowed to deny the return and that be the end of it since I did not accept returns? Is the fact that they chose does not work/defective really matter? Does Ebay see the logic in computers themselves being the problem if sealed software isn't working for a buyer and side with sellers? Will Ebay side with me if they open a case assuming I deny the return and they take that route?

sam9876 · ‎11-26-2018

If you don't accept the return, you will receive a defect, issue a full refund, and the buyer will get to keep the item.

leareamc · ‎11-26-2018

Lordy good ole sam... can anyone else give some advice of the more detailed kind? Not saying he may not ultimately be right, but if he is what are the factors that would make it so? If he's not necessarily correct, what can I do to not grant this return given the details and circumstances? Anyone can just claim something is defective but this is factory sealed, it's software, and I dod not accept returns.

sam9876 · ‎11-27-2018

The buyer filed a SNAD complaint. Therefore, you will lose. It is that simple.

By the way, I am female.

orangehound · ‎11-27-2018

Am I allowed to deny the return and that be the end of it since I did not accept returns?

Yes, you do not have to accept the return, but you will still have to refund the buyer.

Is the fact that they chose does not work/defective really matter?

This is a SNAD/INAD reason, which means that they have activated the Money Back Guarantee. Under the MBG, a buyer's "no returns accepted" policy is voided, and you are now liable for the return.

Does Ebay see the logic in computers themselves being the problem if sealed software isn't working for a buyer and side with sellers?

In the first 30 days after an item is received, eBay would consider compatibility and customer service (helping a customer get the product working) to be the responsibility of the seller. If you search for "Flight Simulator X problem on Windows 10", then you will see that a lot of users are having problems. The older a software product, the more likely it will encounter problems with newer operating systems. There are work-arounds and fixes, but you would need to give support and guidance to your customer.

Will Ebay side with me if they open a case assuming I deny the return and they take that route?

You would most likely lose initially, but upon apeal there is a there is a very slight chance that eBay could side with if the buyer has opened up the packaging and used the item ... it would need to be documented in the messages. Keep in mind that if you lose the case, you will lose refund of eBay and PayPal fees, get a defect, and perhaps not get the product back.

orangehound · ‎11-27-2018

(I ran out of time to edit that last question) ... let me try again for clarity:

Will Ebay side with me if they open a case assuming I deny the return and they take that route?

I would think that you would most likely lose initially, but upon appeal there is a very slight chance that eBay could side with you if (a) the buyer has opened up the packaging and used the item; and (b) this was documented in the messages. Keep in mind that if you lose the case, you will lose refund of eBay and PayPal fees, get a defect, and perhaps not get the product back.

Because your item said that it was compatible with the PC without any Operating System restrictions, then I would think you are likely to lose both the case and appeal. This software is only documented to be compatible with Windows XP and Windows Vista ... it will not necessarily work seamlessly on more modern operating systems.

betst_11 · ‎11-27-2018

What was your return policy on the software?

dbmm-media · ‎11-27-2018

No returns does not mean no refunds.

sam9876 · ‎11-27-2018

"What was your return policy on the software?"

No returns.

guybemis · ‎11-27-2018

@leareamc wrote:
Please advise how to handle a new, sealed PC software item with no returns accepted and a buyer wanting to return after opening claiming they cannot get it to install properly on thier computer? I do not want to accept a return because:

a) It is sealed and hardly any chance of it being defective
b) ability to properly install software is a normally a one way street leading right to issues with the PC itself
c) the item will now NOT be returned in it's original condition since it's opened
d) they peculiarly waited until literally two hours before 30 days was up(probably didnt even recall I had a no return policy on this)

Am I allowed to deny the return and that be the end of it since I did not accept returns? Is the fact that they chose does not work/defective really matter? Does Ebay see the logic in computers themselves being the problem if sealed software isn't working for a buyer and side with sellers? Will Ebay side with me if they open a case assuming I deny the return and they take that route?

The buyer waiting 30 days to return it is very fishy. It's probably a scam, but for the record, inability to install software is not necessarily a problem with the PC. Some years ago I bought a software disk at an electronics store. I took it home and tried to install it the next day. I couldn't get it to install. I just kept getting a disk error. Upon farther inspection of the disk, I noticed a small spot on the data side of the disk, that appeared to be a manufacturing defect. I took it back to the store and they exchanged it. The new disk worked perfect. Of course I took it back to the store two days later, not 30 days.

So when you get the software back test it yourself to see if it's defective, or not. If it is defective, try to get your money back from the manufacturer.