Buyer claiming item NAD - didn't read description

marc.faulkner

Hi there,

I've only recently started using eBay (about a month ago) and in that time I've bought about 20 items and sold about 15.

I have already received over 20 positive feedback ratings, 15 from the items I've bought and 5 from items I've sold.

One of the items I listed last week was a wireless broadband router. I advertised it with it's model number and full specification list as provided by the manufacturer.

The item was posted yesterday, arrived with the buyer today however the buyer has now contacted me to advise that it's NAD - it's not got a built in ADSL modem which they wanted.

The description doesn't anywhere state that it has a built in ADSL modem, and that model number does not come with one at all.

Where do I stand with this, and how do I proceed? As I don't want my feedback score to suffer because this buyer didn't check the description or check what they wanted before they bought it.

Had they asked me via eBay, I would of course have given the information they needed before they bid, although the description itself was perfectly clear and a quick google of the model number confirms the info that I've provided in the listing.

Any help greatly appreciated!!

KarleyMarie

Try pointing out to them it was not in the description that it had the ADSL.

If they are still not happy, offer a refund if they return the product by a trackable delivery method. (You don't need to refund their return postage)

emby

If they file a SNAD dispute with Paypal you may win that by stating that this information was never present in the listing description. If you don't win the dispute they will be required by Paypal to return the item to you via a trackable method and then you will have to refund them. I've had a buyer not read the listing and then claim SNAD but they didn't end up going down the dispute route.

preable

Yes embay is correct you may win if they file SNAD as you didnt say it included it in your description

cyberbob

marc.faulkner wrote: »

One of the items I listed last week was a wireless broadband router. I advertised it with it's model number and full specification list as provided by the manufacturer.

The item was posted yesterday, arrived with the buyer today however the buyer has now contacted me to advise that it's NAD - it's not got a built in ADSL modem which they wanted.

The description doesn't anywhere state that it has a built in ADSL modem, and that model number does not come with one at all.

I must admit as 99% of routers have a built in ADSL modem I can see the buyers point. It was a fair assumption to make. Apple ones (which I use) are the only ones I can think of off the top of my head that don't.

With such low FB one neg and low DSRs could seriously effect your selling and may even push you towards suspension zone. If you sell less than 20 items a month one neg can put you in serious trouble with compliance.

Personally I think you would be better off apologising (even through gritted teeth) to the buyer for the obvious mis understanding and offer them a full refund on return of the item. You may then stave off the pooer FB and dodgy DSRs

marc.faulkner

Thanks for your feedback guys, much appreciated.

I've replied stating as above that it was clearly advertised as not including an ADSL modem, but have also suggested alternative solutions to them (such as connecting to an external ADSL modem with an ethernet output) and have offered my assistance to configure correctly so that this solution can work.

Hopefully they will be happy with this. If it does get to the stage of a dispute though I'll be sure to point out to Paypal the description didn't mention it etc.

Cheers,

marc.faulkner

cyberbob wrote: »

I must admit as 99% of routers have a built in ADSL modem I can see the buyers point. It was a fair assumption to make. Apple ones (which I use) are the only ones I can think of off the top of my head that don't.

With such low FB one neg and low DSRs could seriously effect your selling and may even push you towards suspension zone. If you sell less than 20 items a month one neg can put you in serious trouble with compliance.

Personally I think you would be better off apologising (even through gritted teeth) to the buyer for the obvious mis understanding and offer them a full refund on return of the item. You may then stave off the pooer FB and dodgy DSRs

Thanks for the advice - it was a cable router though, designed for use with a cable internet connection (ie. Virgin Media) however can also be used with an external ADSL modem.

I've replied to them, so we'll see what the response is like before deciding how to proceed.

ktuludays

cyberbob wrote: »

I must admit as 99% of routers have a built in ADSL modem I can see the buyers point. It was a fair assumption to make. Apple ones (which I use) are the only ones I can think of off the top of my head that don't.

With such low FB one neg and low DSRs could seriously effect your selling and may even push you towards suspension zone. If you sell less than 20 items a month one neg can put you in serious trouble with compliance.

Personally I think you would be better off apologising (even through gritted teeth) to the buyer for the obvious mis understanding and offer them a full refund on return of the item. You may then stave off the pooer FB and dodgy DSRs

it wasn't a fair assumption to make at all, it was a stupid one.

if the buyer cannot read the description how can the seller be blamed?

cyberbob

marc.faulkner wrote: »

Thanks for the advice - it was a cable router though, designed for use with a cable internet connection (ie. Virgin Media) however can also be used with an external ADSL modem.

Wow they seriously didn't read the description then. I know nothing about cable modems so I would have someone looking for one would have an idea as they aren't the most common. All you can do is see what they say. The problem is sometimes even though you know the customer is being a muppet its just sometimes easier to offer them to refund on return as it's the route of less problems

Good Luck

cyberbob

ktuludays wrote: »

it wasn't a fair assumption to make at all, it was a stupid one.

if the buyer cannot read the description how can the seller be blamed?

I'm not blaming the seller all i;m saying is most routers incorporate an ADSL modem so I can see where the buyers assumption comes from. Buyers can be blinkered when buying they see things that aren't there and assume things. The best thing you can do is state the obvious that way you cover yourself far better and are less likely to get people assuming things.

What you have to remember in 99% of cases paypal will always rule in the buyers favour so avoiding disputes is the best way to go. Your selling career isn't one sale. One sale going wrong on a low volume selling account can end your selleing very easily. So as much as you may think all customers are muppets your better off giving them the benefit in cases like this. It may not e fair but thats life i;m afraid

soolin

One thing that occured to me, and it might be rubbish as I'm completely out of my depth with anything remotely techy, is, was it listed in the correct category?