Accepting Return of Non Faulty Item

Birdman2015

I sold a Freesat box on eBay, after the buyer received it I received a notification from eBay saying the buyer wants a refund as the item is faulty.

Fair enough, despite the fact it was working perfectly well when I sold it these things can happen. However , in dialogue we’ve had, after I agreed to the refund he now says “ don’t think that the box is faulty so much as my tv is not compatible because of the HDR issue”. So his telly may not be compatible.

My listing said “no returns” (unless faulty of course). If he’s as much admitting there’s no fault where do I stand?

MattMattMattUK

Birdman2015 said:

I sold a Freesat box on eBay, after the buyer received it I received a notification from eBay saying the buyer wants a refund as the item is faulty.

Fair enough, despite the fact it was working perfectly well when I sold it these things can happen. However , in dialogue we’ve had, after I agreed to the refund he now says “ don’t think that the box is faulty so much as my tv is not compatible because of the HDR issue”. So his telly may not be compatible.

My listing said “no returns” (unless faulty of course). If he’s as much admitting there’s no fault where do I stand?

You can dispute it, but from previous experience it is easier to just suck it up, let them return it and re-list it afterwards. Normally those people find a way to make the item faulty and eBay pretty much always sides with buys regardless of any evidence the seller has. 

Birdman2015

MattMattMattUK said:

Birdman2015 said:

I sold a Freesat box on eBay, after the buyer received it I received a notification from eBay saying the buyer wants a refund as the item is faulty.

Fair enough, despite the fact it was working perfectly well when I sold it these things can happen. However , in dialogue we’ve had, after I agreed to the refund he now says “ don’t think that the box is faulty so much as my tv is not compatible because of the HDR issue”. So his telly may not be compatible.

My listing said “no returns” (unless faulty of course). If he’s as much admitting there’s no fault where do I stand?

You can dispute it, but from previous experience it is easier to just suck it up, let them return it and re-list it afterwards. Normally those people find a way to make the item faulty and eBay pretty much always sides with buys regardless of any evidence the seller has. 

It’s a value of £124 and as I’m not currently working sucking it up is not easy. Agree that eBay are more than likely to side with the buyer though. 

soolin

If the message about it not being faulty came through ebay messages then get on the phone to ebay and argue the case with them. You might need to be persistent, keep it simple , don't go into a lot of un necessary waffle. Show them that the item is being returned as buyer says they don't have the right equipment for it to work and so this is not a SNAD case.

I have won these cases before , mainly on a   TRS business account though, and If CS agree I also insist, politely and firmly that they close the case whislt I am on the phone. Sometimes it takes an hour or so and in that case I wait but phone them back later the same day if case is still open.

Anecdotally of course this is a known issue for private sellers who don't offer change of mind returns. Buyer has to open an SNAD case as they have no other way of getting a refund, if returns had been enabled you could have agreed to the return at buyers own cost- and often once the buyer sees what the return will cost them, they don't bother. 

Birdman2015

Thanks soolin, I’ve messaged the buyer back saying I don’t believe I’m liable so will see what he says. Wish it took it to cex now! 😂

soolin

Birdman2015 said:

Thanks soolin, I’ve messaged the buyer back saying I don’t believe I’m liable so will see what he says. Wish it took it to cex now! 😂

Is there a case open at all yet or has this all been done through messages?  If there is a case open then there’s very little point in confronting the buyer as they don’t need to respond at all and can just wait until escalation and get a refund without returning item. 

Birdman2015

soolin said:

Birdman2015 said:

Thanks soolin, I’ve messaged the buyer back saying I don’t believe I’m liable so will see what he says. Wish it took it to cex now! 😂

Is there a case open at all yet or has this all been done through messages?  If there is a case open then there’s very little point in confronting the buyer as they don’t need to respond at all and can just wait until escalation and get a refund without returning item. 

The initial email was from eBay so I assume that means there’s a case open?

He’s responded to my message offering to cover the return postage, not sure whether to just accept that, I can’t be bothered with the hassle right now.

km1500

I think he is returning it because of change of mind which is of course allowed and normally the buyer would pay the postage in those circumstances which is what he has offered to do so if I were you I would accept the return

Birdman2015

km1500 said:

I think he is returning it because of change of mind which is of course allowed and normally the buyer would pay the postage in those circumstances which is what he has offered to do so if I were you I would accept the return

Are you allowed to back out of an eBay purchase from a non trader? Good to know.

Yes, think I’ll just accept that and move on.

soolin

Birdman2015 said:

soolin said:

Birdman2015 said:

Thanks soolin, I’ve messaged the buyer back saying I don’t believe I’m liable so will see what he says. Wish it took it to cex now! 😂

Is there a case open at all yet or has this all been done through messages?  If there is a case open then there’s very little point in confronting the buyer as they don’t need to respond at all and can just wait until escalation and get a refund without returning item. 

The initial email was from eBay so I assume that means there’s a case open?

He’s responded to my message offering to cover the return postage, not sure whether to just accept that, I can’t be bothered with the hassle right now.

You need to check your seller dashboard to see if a case is open or not, this is important. If there is a case open then everything must be done via that otherwise it could get expensive.

if there isn’t a case and you are prepared to take the return, give buyer your address and remind them they will need to use a proper,y insured and tracked service to protect themselves. 

soolin

Birdman2015 said:

km1500 said:

I think he is returning it because of change of mind which is of course allowed and normally the buyer would pay the postage in those circumstances which is what he has offered to do so if I were you I would accept the return

Are you allowed to back out of an eBay purchase from a non trader? Good to know.

Yes, think I’ll just accept that and move on.

Private sellers are not obliged to take change of mind returns as long as that is clearly stated in their returns policy.