Return Item Condition Altered

MR1988

Hello everyone,

What is the best course of action when selling a brand new sealed item and it gets unsealed by buyer and then they return?

I recently sold a collectible that had much higher value due to it being brand new and sealed. The buyer decided to return but they have opened the item which obviously made it drop in value a lot. This is really unfair and makes me reconsider selling collectibles on eBay again if they are sealed.

In this situation eBay decided to refund buyer from their own pocket and let me keep the funds but I'm now worried about selling collectibles that are sealed on eBay again.

NBLondon

Could it depend on the reason for return?   If it was change of mind; you should be able to refuse any refund on the grounds that the item was not (could not be) returned in the same condition.    Certainly - the item has been devalued by them opening it.  If they were claiming SNAD or faulty and you defended it successfully that would be more complex.

In this case - you say that you have the item back and have kept the funds paid.  So you aren't out of pocket and could possibly sell the item again for a lower price.

km1500

I don't think there is any way you can protect yourself from the same happening again.

Indeed, it could be argued that a buyer would be silly not to open the box and check the correct item is in there, undamaged etc etc

You will probably have to either take the risk or find another way to sell them

jon81uk

km1500 said:

I don't think there is any way you can protect yourself from the same happening again.

Indeed, it could be argued that a buyer would be silly not to open the box and check the correct item is in there, undamaged etc etc

You will probably have to either take the risk or find another way to sell them

If the buyer understands the value of the collectable they would be even sillier to open the box, as those sort of things are worth significantly more still in the original sealed packaging.

km1500

km1500

agreed, but they open the box anyway to make sure it's not stuffed with straw !

GadgetGuru

I have had this happen several time - nothing you can do other then refund. I've called eBay before and they don't really help. 
On the odd occasion, depending on value, eBay refund you out their own pocket, so you get the funds and the item back, but most of the time it's your loss. Part of the reason why I'm starting to dislike eBay.

the_lunatic_is_in_my_head

If you are Top Rated you can reduce the refund through the return flow by up to 50%.

For everyone else if the buyer opts for a change of mind option on the return reason flow you can offer them a part refund, you can only offer once and they can decline. 

MR1988

Yeah it's not great. Item packaging was clear plastic so was visible what was inside. For all I know they kept the sealed item and sent me back an unsealed one. Really upsetting but I guess I'll opt for face to face cash transactions regarding such items before going with eBay.

tightauldgit

It is a difficult one really because as a buyer I would expect to be allowed to open an item and check it out but I appreciate that unsealing it is going to impact the value for the seller on a collectible.

Seems like either way is going to be slightly unfair on someone. 

soolin

tightauldgit said:

It is a difficult one really because as a buyer I would expect to be allowed to open an item and check it out but I appreciate that unsealing it is going to impact the value for the seller on a collectible.

Seems like either way is going to be slightly unfair on someone. 

The question is though whether you would then expect to return the item for a full refund just because you changed your mind? I can appreciate returning something once opened if it is faulty or does not match the item description but I think it a bit off to return something, having basically damaged it (or at least its value) just because a buyer decides they can't afford it or something.

I welcome the ebay initiative to allow top rated sellers to reduce the refund to reflect the damage to value, as long as this is monitored in some way to remain fair to both seller and buyer.