Ebay - Sold a phone which is now claimed to be faulty. Advice please

Queen_of_the_Hive

Try to keep this short and sweet. Hubby sold his Nokia android phone on ebay last week. Item was delivered to person who bought it. The phone was in full working order before it was delivered. However when the person recieved it and re-set the phone to factory settings he is now claiming the phone was not working correctly and is suffering from "white screen".

The guy is now wanting his money back and to return the phone. We dont know what this guy has done to the phone. It was sold second hand in good condition with a no returns policy. What should hubby do?

Im not sure whether the phone is in warranty with the mobile provider. It certainly doesnt have insurance. Hubby is a lovely guy who sold a genuine item, it may be that the item got damaged in transit - we do not know. What is our rights / options / way forward in this?

Any advice greatly recieved.

Inner_Zone

clarissa62 wrote: »

Hubby sold his Nokia android phone on ebay last week.

1. No such thing.
2. Suggest you ask the mods to move it to the relavent forum.

paddyrg

Ebay is a nightmare - if I were you I'd take it back and flog it to a local shop instead, as ebay will side with the buyer every time.

Oliver14

Offer a refund on return. If the open a dispute ebay /paypal will force you to do this anyway.

A little confused as Nokia don't do an android phone so assume thats an error.

squeaky

Hi Clarissa,

The ebay board are the experts in resolving disputes/issues, so I'll move your query across there.

Good luck

Forum_Team wrote:

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere (please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="forumteam@moneysavingexpert.com"]forumteam@moneysavingexpert.com[/EMAIL].

peter_the_piper

Hopefully you have kept copies of the serial and IMIE numbers. You'll have to refund after receipt of the returned phone. Tell the buyer to return and after checking the invisible security markings and serial numbers you'll refund. Its up to them to return the item and also up to them to ensure how its sent back.

botanical

clarissa62 wrote: »

Try to keep this short and sweet. Hubby sold his Nokia android phone on ebay last week. Item was delivered to person who bought it. The phone was in full working order before it was delivered. However when the person recieved it and re-set the phone to factory settings he is now claiming the phone was not working correctly and is suffering from "white screen".

The guy is now wanting his money back and to return the phone. We dont know what this guy has done to the phone. It was sold second hand in good condition with a no returns policy. What should hubby do?

Im not sure whether the phone is in warranty with the mobile provider. It certainly doesnt have insurance. Hubby is a lovely guy who sold a genuine item, it may be that the item got damaged in transit - we do not know. What is our rights / options / way forward in this?

Any advice greatly recieved.

Excuse me, but what would YOU do if you bought a phone on eBay and it had a problem? Just go away because the hubby's a sweet, genuine guy? Or would you expect a refund? Writing 'no returns' in your listing is meaningless because there is a clear returns policy on eBay. You've sold the item on eBay so if you don't agree to the return and the refund double quick, your buyer is perfectly entitled to take a case out which impacts on your account. They have to return the item tracked for a return then get their refund within 3 days or eBay refund them then get it from you. But it really needn't get to that stage. Contact your buyer asking them to return the item by tracked post then refund them and hope you get positive feedback for good customer service.

botanical

paddyrg wrote: »

Ebay is a nightmare - if I were you I'd take it back and flog it to a local shop instead, as ebay will side with the buyer every time.

In this case, thank goodness they do!

Myyrrddyn

On problem that happens is buyers get you working phone and swop it for their broken one, and then claim it came damaged. Easy answer to the is UV mark any electrical item. Some people have tried it on with me and when I mention that the item is UV marked, they shut up and go away.

soolin

Apologise to the buyer and ask them to return it special delivery and on safe return you will refund in full.

Any damage occured in transit, as is hinted at in the OP, is a problem for the seller not the buyer. If phone is damaged on return then just see what you can get for it on one of the recycling places.