Buyer Wants To Return - Not Compatible With Her Computer

mimi1234

Hi,

I sold an electrical beauty item. It's a facial product. The buyer kept asking crazy questions and I tried my best to answer her. I knew I should have blocked her but I stupidly didn't.

Before she bought, she asked me if it would plug into her computer and I said I was unsure as the box was still packed and I sent her photos of the box and told her to look on Google which she did and she then bought the item. I have all the eBay messages and I actually said to her "I am sorry I cannot answer your question because the box is sealed and I do not want to open it".

She has not put in an eBay and PayPal claim saying it will not work on her computer as her computer is old and it won't plug in. She says it's a lot of money to lose out on, so I should refund her fully and then she will send it back.

Do I tell her to return it and then refund her? Or can I say I told you to look it up and you chose to buy it, so no. I won't be able to sell it now as it is a facial product which is not sealed.

Please can someone advise me. Many thanks.

foxy-stoat

Do nothing until she opens a dispute.

Did your auction say returns not accepted?

mimi1234

Yes, it did say no returns accepted.

I fully understand where she is coming from but if I wanted to buy something and the buyer was not able to open the box and tell me, I would not have bought it.

Flyonthewall

What is it she's trying to plug in? Off the top of my head I can't think of anything that a facial product would plug in to that an old computer wouldn't have - the most obvious port would be the USB port (for charging the item, I'd guess?). Newer computers have ports designed to be faster, but you'd still be able to plug in a USB cable to an old computer.

Whatever you do, do not refund her until the item has been returned if it comes to that. If she opens a case for not as described you will have to accept a return.

Make sure you put her on the block list now. If you sell anything else you don't want to risk her buying anything.

asajj

As above, don't refund - she can open a case on Ebay. What sort of facial product that is ?

shaun_from_Africa

It's worth remembering that although you appear to be 100% in the right and should be able to refuse a return, more often than not ebay will find in favour of the buyer should they open a dispute.

If the device in question is simply something that uses the computer USB socket for charging, like this:
http://www.ebay.co.uk/itm/USB-Rechargeable-sliding-Nano-Facial-portable-Steamer-Spray-Home-Spa-Skin-Care-/141778654555?hash=item2102aa955b:g:e3MAAOSwjVVV14V3
then you may be better off contracting the buyer and seeing if they would be happy for you to send them a mains plug usb charger like this:

You can generally get them from a £ or two upwards (you might even have one laying about somewhere).
I realise that you shouldn't have to do this but it might keep your buyer happy and save you getting an opened item back that you would fine hard or impossible to resell.

Flyonthewall

shaun_from_Africa wrote: »

If the device in question is simply something that uses the computer USB socket for charging

All computers, even really old ones, have USB ports though. If they can't figure that out and still think it should go in to the computer I doubt a mains charger is going to help (especially as they already asked numerous crazy questions according to the OP).

I get what you're saying about helping though. Personally I'd just suggest that device (if applicable) and link them to one for sale. I wouldn't buy it and send it to the buyer, it's not worth the cost or hassle.

mimi1234

Thanks for your replies guys.

It was one of these: http://www.currentbody.com/talika-light-duo-595.html?gclid=CL3_ke_Mi8kCFda4GwodoZsMTA

I've just had a look on YouTube and someone opened the box and showed the contents. It has one of those 2 pin plugs in it, so I am sure the buyer would be able to buy a 3 pin porter which would allow for it to work.

I have a feeling eBay will side with her like they always seem to do when I have a problem with them. But for now, I shall stand my ground. She has claimed the item is defective and then in her note she says I don't know how to charge it. And she has also said "I really want to leave you positive feedback so refund my credit card in full".

Flyonthewall

If she's trying to plug a 2 pin plug into a computer then it's no wonder she'd be having problems...

Doesn't sound like it comes with a USB option.

Maybe you should ask the buyer about the plug and suggest an adapter for it so it can be plugged in as a 3 pin.

shaun_from_Africa

The older model came with a usb charging lead so there's a good chance that the one sold by the OP does as well.


It sounds like the buyer simply hasn't got a clue about how to connect it up.

Flyonthewall

shaun_from_Africa wrote: »

The older model came with a usb charging lead so there's a good chance that the one sold by the OP does as well.

It sounds like the buyer simply hasn't got a clue about how to connect it up.

Ah right. In that case it should be really straight forward.

Sounds like it, but if it's new it should have instructions with it.

OP looks like you'll have to guide the buyer in the right direction of how to charge it, but I wouldn't be surprised if they return it (assuming they know how to open a case or don't already have your address and return it with no case open) and you have to refund.