eBay

custombuiltmac · ‎08-27-2019

I'll try to make this to the point.

February 2019 / Buyer purchased 1st Mac mini / Near 30 days SNAD / Accept return / Seller paid for shipping

Buyer Quote: "Was able to switch the computer only once, tried to update firmware - did not worked, after several attends to reboot, computer does not start at all."

There was no Firmware update for this system and I assume he meant it failed during a software update. Buyer seems to have an English language barrier and I could not get any response at my attempts to diagnose / solve computer issue.

Seller paid return / transaction closed / Computer had no issues when returned

Buyer wanted different model for replacement so purchased another Mac mini.

March 25th 2019 2nd Mac mini purchase.

August 23rd 2019 opens PayPal dispute.

Buyer Quote: "Item was purchased and never opened until now. Item did not switched on for two days. On the 3rd day it reacted by turning on, but was updating for over 24 hours and never ended update process! There are some issues with this item, its not working properly. I would like to get a full refund."

Wrote to PayPal: We have 30 day free return policy. Item has 1-year warranty. We can replace, repair, diagnose, service, and support this sale 100% and for free, but we cannot accept a return at 152 days after purchase.

Paypal's Answer: "We've been reviewing a case your buyer filed against you and decided the best course of action is to have them return your merchandise."

My main issue: There is nothing wrong with the computer at all. This buyer has learned the return loophole and is using these systems for the full return period (first one 30 days and second one 5 months). Then he pulls the plug during an update to fake damage to the system.

On computer system returns B&H or Adorama offer no returns once opened / Amazon charges 15% / Apple accepts returns for 14-days MAX.

Why on Earth am I expected to offer Free Full Refund Returns on a $2k computer after 152 days? The market value for this has dropped $400, the warranty period is half expired, and this can only ever be resold as used.

Sent buyer a pre-paid shipping label & spoke in nice welcoming tones because the only hope I have in this is that the buyer has a shred of decency and at least returns the system. *IF* the buyer returns the system I'll only have pay $400-$500 for him to have had his own personal computer to use for 5 months versus being out nearly $2k in cash and a $2k computer when PayPal refunds without a return.

This is still an open case with PayPal pending the return of the Mac mini. Any ideas? (sent pre-paid label already & was courteous in responses).

tellin93 · ‎08-27-2019

Why on Earth am I expected to offer Free Full Refund Returns on a $2k computer after 152 days?
--

Because the PayPal user agreement says they have 160 days to return

kensgiftshop · ‎08-27-2019

@custombuiltmac wrote:

Why on Earth am I expected to offer Free Full Refund Returns on a $2k computer after 152 days?

Pay Pal gives the buyer 180 days to file a claim.

Have a great day.

custombuiltmac · ‎08-27-2019

It's only 180 days for Disputes and SNAD cases. Paypal did not even read or review my side of the case.

The buyer's "dispute" is based on a falsehood and PayPal has no system in place to conduct an actual "review" of the facts of the case.

Buyer never contacted us before opening dispute / filing claim. We have reached out to them offering free warranty service and return label with no response. Buyer is abusing the system by returning a perfect item 152 days after purchase. This is the 2nd return by this buyer, 1st had no error, and 2nd dispute is opened with the same vague reason.

"Item did not switched on for two days. On the 3rd day it reacted by turning on"

Does anybody believe that a computer wouldn't turn on for 2 days and then suddenly turn on the 3rd day? It is clearly a scam and this is the 2nd time this buyer has opened a return near the end of the return window. (buyer has been blocked).

kensgiftshop · ‎08-27-2019

@custombuiltmac wrote:
It's only 180 days for Disputes and SNAD cases.

Does anybody believe that a computer wouldn't turn on for 2 days and then suddenly turn on the 3rd day?

Since buyer is claiming it doesn't work right, it is a SNAD claim.

Don't know much about Pay Pal claims, but if they are like Ebay, all buyer has to do is say it's defective, and not prove anything.

You should see some of the crazy stuff my computers do.

Have a great day.

electrola_man · ‎08-27-2019

I know it's too late, but I would have blocked him from being able to buy the second machine after the experience with the first. If I get a hint of a buyer being difficult to deal with, I exercise that right.

josell-10 · ‎08-27-2019

Block that buyer and update buyer requirements. Mistake was you were too nice. After the first time you allowed for a second. Pls don't allow for 3rd time.

josell-10 · ‎08-27-2019

Unbelievable you offered free Replacement or fixing but they use it for months and shove it in your face! Wow Fn turds.

orangehound · ‎08-27-2019

@custombuiltmac wrote:

This is still an open case with PayPal pending the return of the Mac mini. Any ideas? (sent pre-paid label already & was courteous in responses).

There isn't much you can do other than block this buyer. He is clearly renting items from you ... hopefully you reported this buyer the first time for abusing the Money Back Guarantee.

custombuiltmac · ‎08-27-2019

First return was still on its way back when buyer purchased 2nd system.

2nd system I was operating under the concept that the 1st system did actually have an issue because the return had not been received yet to see that it had no issues. So up until now I've been living a happy life knowing I provided great customer service and a fast replacement...All the while blind to the fact that this buyer's computer needs were being met by burning holes in my pocket.

Buyer blocked. I'm going to see if I can still report this abuse to eBay after 5 months. Here's hoping I actually get this system returned

Buyer has 38 positive feedback and 1 1/2 years on eBay. What buyer restrictions do you recommend?

orangehound · ‎08-28-2019

@custombuiltmac wrote:
Buyer blocked. I'm going to see if I can still report this abuse to eBay after 5 months. Here's hoping I actually get this system returned

eBay will only give you a direct link to reporting a buyer for 90 days. After that, you would need to manipulate the URL in order to get a report submitted ... and you would need to not only know the buyer ID, but also the item ID and transaction ID. The transaction ID would only be available to you if you happen to regularly download transactions from eBay.

https://spd.ebay.com/RBASellerHub?query=1562&urlstack=5508||&buyer=INSERT_BUYER_ID&itemId=INSERT_ITEM_ID&transId=INSERT_TRANSACTION_ID

You could also call customer service to do a report. They'll probably say they'll do it, but you never know if it happens because they lie a lot.