Are we likely to have to refund?

ALI1973

Sold a used iphone on ebay on 9th Dec, posted as next day and have proof it was received. We took a video showing the phone switched on in reset mode and being packaged ready to send. It was listed as used, with minor cosmetic flaws, but in good working order (it was being used until it was out on ebay due to upgrade). Anyway, yesterday had email saying that the phone had been switched on at point of delivery, but that the buyer had not checked it further, but had packaged it for a xmas gift, upon turning it on they say the phone is stuck on the set up screen, and that they want a refund.

Now, had they said on delivery that the phone wasn't working I can fully accept them wanting a refund, however, they have confirmed it arrived it good order (so not damaged in the post), that they had switched it on ok (still don't get why someone would buy a 2nd hand phone and not fully check it on delivery). We have requested they send us photos or video showing the issue (says they can't?) so we can offer assistance, and in the absence of really understanding the issue, we have explained that as the phone was fully working for us, that they should ask for help from apple to see if it can be resolved (a quick google would suggest that it should be able to be resolved quite easily).

They are now saying they will report to ebay and want a refund. Will ebay force us to refund? it seems unfair that a buyer is not obligated to have checked the item on receipt? - would like to be prepared for what the likely outcome would be.

ess0two

Chances are its a duplicate xmas pressie,just accept the return,everything is weighted towards the buyer on ebay now.

Flyonthewall

Tell them to return for a refund. If it goes to ebay they may refund without a return and you risk low stars and negative feedback.

I'd say they're trying to on (maybe a change of mind) if they claim they can't show you proof of the problem. However, if they claim item not as described they'll be nothing else you can do. So you're best off accepting a return and refunding.

Do not refund until they've returned it.

I assume you're a private seller?

jeffuk

Make sure it is your iPhone that is returned.

ALI1973

Thanks, I suspected as much. Perhaps I have the wrong idea about ebay, as I have always bid with the view that what I buy is sold as seen and will be somewhat subjective (when buying 2nd hand items), have many times bought items that when received were not quite what I expected, but chalked it up to experience. Also, I would have thought it would be common sense to thoroughly check an electrical item that had been posted immediately on receipt, rather than wait two/three weeks, in case it had been damaged in the post, but I guess that ebay doesn't agree.

I think ebay will not be for us in the future, as we now potentially have a damaged phone that is worth a lot less, and will have incurred the postage costs also. New lesson learned.

Flyonthewall

ALI1973 wrote: »

Thanks, I suspected as much. Perhaps I have the wrong idea about ebay, as I have always bid with the view that what I buy is sold as seen and will be somewhat subjective (when buying 2nd hand items), have many times bought items that when received were not quite what I expected, but chalked it up to experience.

They have the process for a reason. I mean, if you've misread or as described but just not how you thought that's one thing, but if it's not as described you have every right to get a refund.

Also, I would have thought it would be common sense to thoroughly check an electrical item that had been posted immediately on receipt, rather than wait two/three weeks, in case it had been damaged in the post, but I guess that ebay doesn't agree.

Indeed, but common sense isn't that common lol. There are many who would check, but sadly many who also wouldn't. Although if it's a gift you may not know how to check it yourself and you may not be giving it to the person right away.

Not all faults appear right away or you may check the main things then happen to notice something else. The ebay process is there for all not as described issues, it's not limited in any way and they have to allow some time for people to start the process if they wish as, for various reasons, they may not open the case right away.

I think ebay will not be for us in the future, as we now potentially have a damaged phone that is worth a lot less, and will have incurred the postage costs also. New lesson learned.

As said, check it is your phone. However, I get the feeling they've just changed their mind or else surely they'd be able to send proof of the fault. So I'd say there's probably a good chance you'll get your phone back in the same working order as it was sent.

Sadly you still have to refund and you do lose postage costs, but at least if that's the case the phone won't have lost any value, although you said yourself it seems it's an easy fix so you could get it fixed and resell anyway for the same value if it does have that fault.

Brooker_Dave

ALI1973 wrote: »

I think ebay will not be for us in the future, as we now potentially have a damaged phone that is worth a lot less, and will have incurred the postage costs also. New lesson learned.

If selling on ebay is no longer for you, don't bother refund, there's no reason to, other than to be scammed/messed about.