@54669blue wrote:
I sold a brand new Rinnai on demand hot water heater, still in the box. I purchased through eBay and accidentally (stupidly) purchased natural gas, but I needed a propane unit. Rather then pay the 35% restocking fee, I chose to resell on eBay again. The item sold on 7/30/17, was delivered on 8/3/17. The buyer filed a dispute on 9/3 saying there was a leak by the heat exchanger. They had contacted Rinnai and were waiting to hear back. I sent a message saying that the unit would be under full warranty and Rinnai should cover anything wrong with it. I have sent several messages and they will not respond. There is still and open return request, they will not answer me and I cannot use my paypal because the funds are still on hold, over a month later. Not sure what to do here, any advice?
Thanks!
Well, fist things first. Most warranties are voided when the item is purchased through eBay (unauthorized distributor), so I wouldn't hold my breath on that one. Second, the buyer most likely opened a SNAD (not as described) dispute which is why your funds are being held. You only have 3 business days to resolve that dispute. You can either 1.) Refund 100% and let them keep the item, 2.) Pay for return shipping and then once it arrives back to you refund 100% or 3.) Offer a partial refund (which is not binding and the buyer does not have to accept).
This item is fairly heavy I assume and costly to ship. If it were me I would offer a partial and see if they go away. Most likely the item is fine, they are just fishing for a partial. Most sellers don't offer partials, they just say "Return for refund", but that doesn't take into account the money aspect. I no longer sell large/heavy things just for this reason.
DO NO LET THE CASE TIMEOUT!!!
1. EBay CS Rep's are less then knowledgeable (i.e. don't trust what they say)
2. Do NOT let a case Timeout
3. Do NOT ask eBay to "Step in" (aka “help you” aka escalate)
4. ALWAYS get the reference number of the phone call, mark down the date and time
5. If the eBay CS Rep claims to have put notes in the case, have them emailed to you.
6. Never escalate a case unless you can get eBay to close it in your favor right then and there.
