How to deal with return?

[dandandandan]

I recently sold a mobile phone (unlocked and refurbished, with a slight blemish) on eBay, making sure to describe the item properly.

Anyway, the buyer has (very politely) asked if she can return it for a refund since she can't get a signal on her network and she's been trying for almost a week to get one.

She has 135 feedbacks, all positive (but all as a buyer, so it doesn't really mean anything).

So is there anything I should do to protect myself here? I think she's probably genuine, but I recently had a run-in with a partial refund scammer and discovered that PayPal always side with the buyer, regardless of the facts.

So what should I do?

[lostsub]

You probably should simply let her return it for a refund. If she has been responsible as a buyer before (you said you looked at her feedbacks as a buyer; you can also look at the feedback she left for sellers), she's likely honestly having problems with the phone.
I'd take it back and resell it. Much simpler than dealing with a disatisfied customer.

[teedon]

Yes,i also think you should refund her partly,as the basic thing for use a phone,that is you can use it at least,but now the phone have signal problem,so it is meaning she can not use it.But you may contact her to cover some shipping cost ,i think she will accept your advise ,if not refund her full payment.And do not even this phone until you fix it well.

[needhelpplease]

I personally would never do a partial refund for any of my items I sell. I always offer them the same they would get if they were to make a paypal claim......return it and upon receipt you will get a FULL refund, the end.

[Hrad]

Originally Posted by needhelpplease

I personally would never do a partial refund for any of my items I sell. I always offer them the same they would get if they were to make a paypal claim......return it and upon receipt you will get a FULL refund, the end.

Basically this, unless they want like $5 from a $200 purchase...

[needhelpplease]

Originally Posted by Hrad

Basically this, unless they want like $5 from a $200 purchase...

Nope, not from me. I handle my business like a business....you dont go to Wal-mart and say "I think I paid to much for this gadget, but I will keep it if you give me $5"......give me back my item and I will give you back your money, just that simple.

[Hrad]

Originally Posted by needhelpplease

Nope, not from me. I handle my business like a business....you dont go to Wal-mart and say "I think I paid to much for this gadget, but I will keep it if you give me $5"......give me back my item and I will give you back your money, just that simple.

Well I understand what you're saying...For me it's just that my profit margin is high enough to allow a few bucks here and there, if it was smaller I definitely would be on the same boat as you though

[pod]

Originally Posted by needhelpplease

Nope, not from me. I handle my business like a business....you dont go to Wal-mart and say "I think I paid to much for this gadget, but I will keep it if you give me $5"......give me back my item and I will give you back your money, just that simple.

I admit I have caved for a few bucks to just have the rat go away. If they want a discount on shipping or whatever. But I also agree with you 100%. Most of the time I just say send it back. You cant tell me in the same sentence you are not happy but will keep it for 20% off...

I will never decline, or try to decline a return. If you are not happy send it back and I will refund 100%. But if you don't like it, how does a discount make you like it? Just weasels looking for extra deals. Cant count how many times I have declined a discount and they still kept item.... But its a thin ice area to be certain. The kind of weasel that fishes for a discount is the same weasel that will cause you grief if they dont get it.

[needhelpplease]

Originally Posted by Hrad

Well I understand what you're saying...For me it's just that my profit margin is high enough to allow a few bucks here and there, if it was smaller I definitely would be on the same boat as you though

Nope, has nothing to do with profit margin. Has to do with the point. Now I dont rely on ebay as my only income at all, so if you are going to try and weasle me out of a few bucks you might as well send it back and I will give you a full refund and get the same amount from someone else who would appreciate doing business honestly. I just dont give in at all to thieves. Thankfully it is a RARE RARE occasion to get these types of people, but nonetheless, I am the right one to try that with.

But I guess I am that way because I can be...there are only 4 other sellers who sell the same types of products I do and 2 of them sell ⊗⊗⊗⊗ and get taken down and come back up all the time.....Since I have had this stealth for well over a year now (thanks to lakeman especially), I have been lucky to gain clientle and trust and people that purchase from me weekly. So I have the attitude like "send it back, I will happily return your money and good luck finding a legitimate one that you can use from someone else."

[pod]

Originally Posted by needhelpplease

Thankfully it is a RARE RARE occasion

It is. Its hard to remember that when some jackass pulls their crap. But it is a small number.

Originally Posted by needhelpplease

But I guess I am that way because I can be

Thats a major key factor. If the account is a big deal, its best not to risk it over pride or a few bucks. It hurts more than money to get bent over. But if $20 saves a good [and important] money maker, you gotta bend over. And again, its rare, so screw it

Each case is always going to be different. And in each case you have to decide whats best for your income in the long run