My Worst Fear Has Materialised-Advice Sought

bigstu22

As above. On my business selling account, I have just had a customer telling me the iphone I sent them is faulty and they would like to return. The phone I sent them is brand new, sealed and direct from Apple-so it's HIGHLY unlikely to be faulty. I suspect I may end up getting another unit back or perhaps even parts swapped.



However, I appreciate that whilst unlikely, I have to consider that they may well be telling the truth and respond with a common sense attitude. I did have the foresight to photograph the item with the item number/serial number and IMEI visible on the clearly sealed packaging. I also sent this to myself in an email as a time stamp that I am unable to alter-only hotmail could change that.



I realise, however, that this may still not stand up too well if paypal/ebay have to look into it. Also, my buyer has a better feedback rating than my fledgling account-another potential thorn in my side when it comes to what side ebay/paypal would take. I was thinking of sending them a sympathetic email saying that it's their right as a buyer to return it (as I am well aware that it is) but, at the same time, mentioning that I have photos of the serial number etc. Don't worry, I would choose my words VERY tactfully so as not to hack them off if they ARE genuine. Any advice would be greatly appreciated.

mikey72

Accept the fact some things are faulty when you buy them?

bigstu22

I am fully aware of that and am cognisant of how I would feel in their shoes if they are genuine. The last thing I want to do is hack off a decent customer. However, with the nature of this type of product, potential for fraud and level of potential loss I have to be uber-cautious

J_J_Carter

Did they say what doesn't work - may be they are too stupid to understand the phone? As you're a business, your under more obligation to accept a return.

They probably are trying a swap - have they bought other iphones? It's too bad you didn't put the serial and EMEI code (part) in the listing description.

I'd not mention the picture, just use the serial in your EBay email as in - "I've received your email, notifying me that iphone model xx, serial xxxxxxx, bought on dd/mm/yy is faulty. I'm as disappointed as you that a new phone is faulty. Please return phone, accessories and packaging using Special Delivery and I'll arrange a refund." If they are trying a scam, that lets them know you know, without making an issue of it.

chancesare_2

I think there is little you can do until you have the unit back. As you will not know what's what until then.

porto_bello

If it were me, I'd look through the buyer's current and recent purchases and sales. If you can find another identical purchase of a faulty iphone, or subsequent sale of yours - or both - this should help add weight to your case.

iieee

Paypal do not take ebay feedback into consideration.

No buyer is going to be impressed at being accused of lying, and that is what you will do by mentioning the IMEI. Treat it as a standard return. New items CAN be faulty and need replacement. You don't have a scammer on your hands at the moment, so you don't need to act as if you do.

somethingsgottogive

As JJ Carter said, there's a way to be cautious without potentially angering an innocent buyer

Oliver14

bigstu22 wrote: »

I was thinking of sending them a sympathetic email saying that it's their right as a buyer to return it (as I am well aware that it is) but, at the same time, mentioning that I have photos of the serial number etc. Don't worry, I would choose my words VERY tactfully so as not to hack them off if they ARE genuine. Any advice would be greatly appreciated.

If they are genuine that will annoy them as you are basically accusing them of fraud and you will guarantee a Neg and being slammed on your DSRs (Thats what I would do). If they are a Fraudster they will ignore it as they know that Paypal will still rule in their favour. Remember if you contest this and lose a PP case not only will that be marked agaist your account when they force a refund (on return) you do not get refunded Paypal fees which on a high priced item could be significant,

Treat people how you would like to be treated.

porto_bello

I think you're right to be suspicious OP. However, maybe the best form of reply would be to appear that you suspect absolutely nothing - initially at least.

If they're a scammer, they will be delighted to have so easily pulled the wool over your eyes and may even confidently try to sell on your iphone, using your own photos, which will give you pretty good evidence!

marleyboy

Its not uncommon for brand new items to be faulty, however I can understand the err of caution.

I would email them as their rights to return etc etc, yet specify the item as an iphone, and include the serial number and specific details of THAT specific phone, this would politely remind the customer that you (as a business) know exactly which phone was sent to them whilst at the same time covering yourself should it have to be taken further.

I would not panic just yet, as it is quite possible they will return the exact phone.