Issue with Buyer not giving information needed

red_boots2

Sold a CCTV camera on eBay and the buyer cannot get the app to work on their phone and has messaged asking for advice.

I replied explaining that in order to help I needed the Make of their phone and the software version they're using so I can look into it, or I'd be happy to offer a full refund if they wanted to return it....

Buyer responded "Thanks for the feedback I have tried everything you suggested and no luck. What do I do now?"

I again asked for the information above and the buyer replied "Okay thanks, my mobile number is XXXXXXXX"

I am at a loss on how to help them. eBay told me to keep messaging back until I get the information I need from them.

Returns window closes Wed. 

Anyone got any wisdom to share?

sonearandyetsofa

They've given you their number, have you tried calling them to find out what the issue is? Sometimes people don't deal too well with the written word.

red_boots2

I have and left a message. No answer so far.

janb5

I would be inclined not to phone them as you haven`t got an audit trail of the conversation.  You have politely asked for information which they seem unwilling to give so I would suggest you ring Customer Services and get their advice.  Why are you offering a refund when you have sold a product that is ok?
They could have checked compatibility before they bought it?

ttps://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

 

janb5

The returns window closes today so you could always ask them to open a case.  Ebay can see by your messages that the buyer has not responded to your questions and your attempts to help.

kimwp

Don't forget to message to say that you called so there's a record of that.

sonearandyetsofa

A tip I got from eBay CS many years ago, it's fine to phone the customer but always send a written account of the phonecall through eBay messages. As far as they're concerned, if the customer doesn't write back to say "I never said that", it counts as evidence in a case. It couldn't hurt to send a message through eBay saying you tried to call them and they didn't answer.

Given the returns case closes today, there isn't any more you can do as far as eBay is concerned. They buyer opened a case to return the item, and they haven't returned the item, and you haven't prevented them from returning the item, so the case should automatically close in your favour.

red_boots2

Thanks for the feedback so far.

I accepted the return as there is always the possibility it could be a faulty product. 

The buyer finally replied with the required information and there's no reason his phone shouldn't work. However he didn't want to do anymore trouble shooting and requested a return on the last day possible, so I'll wait to see if it arrives back!

My gut feeling is it's user error, so we shall wait and see. Will keep everyone updated.