Buyer is claiming new item is not working after two weeks, demands refund.

Entertainer

I sold a new camera for £50 in a factory sealed box as new and now the buyer is complaining two weeks after receiving it, that he has just opened it and it doesn't power up. He claims that it is not new and "the buttons are worn away". The guy has feedback of 11 in four years.

I just wondered what my options are and what I may have to offer regarding refunds, postage etc? I recently became a business seller to sell a few items and reduce Ebay's huge 10% fees.

theonlywayisup

You need to ask the buyer to send it back to you. If the item faulty when it is back with you, you should also refund returns postage.

Explain to the buyer the postal method and postage refund that you give in these circumstances.

peter_the_piper

Make sure you ask for the original packaging so you can send back to manufacturer, it will also have the original serial numbers etc.

Did he put batteries in or is a rechargeable camera?

frugalisticchic

They have 60 days to open a "not as described" case so they're well within their rights to return it if it's not working and expect a full refund including p&p out to them.

Crowqueen

frugalisticchic wrote: »

They have 60 days to open a "not as described" case so they're well within their rights to return it if it's not working and expect a full refund including p&p out to them.

Don't know if you saw my post on another thread - but it's 45 days, not 60.

60 days is the feedback timescale.

Do make sure you give out the right knowledge here - it can make or break something in which money is at stake.

I just wondered what my options are and what I may have to offer regarding refunds, postage etc? I recently became a business seller to sell a few items and reduce Ebay's huge 10% fees.

Be aware as a business seller eBay and your buyers will hold you to higher standards and you might not be saving anything on fees if you have to spend it on returns. Business sellers are normally liable for additional returns in law - e.g. 'fit for purpose', items going faulty within a period of time after purchase as opposed to simply not working when purchased, and so on. There are also additional laws giving buyers the right to change their minds.

Ask the buyer to return the item, then give them a full refund including postage costs.

Froggitt

You also dont want the buyer to drop the camera from a great height to ensure its not working. IMHO take it on the chin and hope you can resell it.

centretap

Entertainer wrote: »

I sold a new camera for £50 in a factory sealed box

Entertainer wrote: »

He claims that it is not new and "the buttons are worn away"

Alarm bells ringing here that the camera he sends back may not be the one that you sent if it really was new ans sealed.

porto_bello

centretap wrote: »

Alarm bells ringing here that the camera he sends back may not be the one that you sent if it really was new ans sealed.

I agree, but nonetheless, the seller will have to accept eBay's terms and conditions and accept the return the camera. If it's not the same item, the seller can certainly take it up with eBay, but I'm not sure how supportive eBay would be.

Entertainer

Thanks guys. I've offered him a refund. He has told me he has sent the item and wants me to pay an extra £6 postage.

In his first message he also said he was buying it as a gift and "I know exactly how this item should work as I have one myself and that's the reason I purchased it."

Which is sounding yet more alarm bells. Given that I've reiterated to him that there was an unbroken factory seal tab on the box (which he could obviously see) you would think that would surprise him as well and cause him to doubt the position he's taking up, because it would mean

either:

a) Someone has opened the box during delivery and used it or replaced it with another item.

or

b) A well known camera company is putting secondhand items in new boxes, sealing them in the factory and then selling them.

paddyrg

Serial numbers on the camera and box match?

Crowqueen

Entertainer wrote: »

Thanks guys. I've offered him a refund. He has told me he has sent the item and wants me to pay an extra £6 postage.

In his first message he also said he was buying it as a gift and "I know exactly how this item should work as I have one myself and that's the reason I purchased it."

Which is sounding yet more alarm bells. Given that I've reiterated to him that there was an unbroken factory seal tab on the box (which he could obviously see) you would think that would surprise him as well and cause him to doubt the position he's taking up, because it would mean

either:

a) Someone has opened the box during delivery and used it or replaced it with another item.

or

b) A well known camera company is putting secondhand items in new boxes, sealing them in the factory and then selling them.

Not really unreasonable given the time of year.

You can't infinitely scrutinise messages to divine whether they are scamming or not. As a business you have an obligation to offer them a refund including reasonable postage costs - £6 is roughly enough for special delivery. If the buyer is familiar with the camera then they simply know more about the item.

I'm sorry - the only way you can tell whether they are scamming or not is when they return the item. eBay will be supportive in that case and grant an appeal (whereupon you get reimbursed) but there is no way you can refuse a return on the basis of a few supposedly ambiguous messages.