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Sold brand new and sealed item, buyer claiming faulty
 

Buyer has also confirmed it was fully sealed with security seal when arrived however is claiming the good keeps shutting down. Im fairly certain this item comes with full manufacturers warranty. How should i go about sorting this issue out? Thanks.

edit he also left + feedback first thing when receiving it.

Allow buyer to return for replacement or refund. Why would you consider doing anything but this?

If sold as a business then you have to offer 7 day returns policy (possible 14, not sure when that all changes).

He will be able to complain to EB that the item is not as described, so even if yours is a personal account, so I would advice offering a replacement or a refund and then getting the item fixed/replaced and selling again, or you can suggest to your buyer that he can have it replaced/fixed as per the manufacturers warranty himself.

yea this.. return, refund. its your job to do any mfg claims not the customers.

anything other then this and you are toast, and you screwed the customer.. not cool.

it sucks but its true, you can try to suggest having them call the mfg but it could make the buyer upset, which isnt worth the risk

I'd send a return label and refund or replace. I always look at their EB FB and make decisions on if they appear to be honest or not. It's cool he left +FB despite the problem, but in my paranoid mind that could be part of his scam to see what he can get for free from you. Then again, at least he wasn't a (insert your favorite word/phrase here) leaving you Neg FB w/o communicating you first.

Is it ok to tell the customer i will give a full refund less the delivery costs, that seems reasonable right?

If the item really is faulty, then you should offer a full refund including the delivery cost. A lot of sellers (myself sometimes included) even offer to refund the buyers return postage costs.

It was fully sealed and also had the retail seal which says do not accept if seal broken. Now it also said in the listing to returns. If the item comes with manufacturers warranty why cant the buyer send it back the mftr?

If he complains to ebay that the item is faulty and i am a personal seller which clearly stated no returns and sold 2 of these all fully sealed, where do i stand?

They can do, but if they dispute it with PP or EB, PP or EB will find in their favour and will give them a 100% refund, and you may then get negative FB from buyer for it as well. Sometimes better to cut losses, offer a full refund and have it fixed yourself.

headed down the wrong path man.... but you seem to really want to go this route.

you'll see where it ends. :yar:

Nope, you are a cheapskate to do that.

Be a gracious seller and go that extra yard to earn the already given positive feedback.

Avoid being petty with issues like this

:juggle:

Right i see where you guys are coming from. Although the buyer has agreed to send back the item and expect a refund less the express delivery charge.

there you go, thats more like it!

Make a deal with him give him something off for his troubles and let him choose what he wants to do

Call me petty but I have had 4 of these so far.....I cant make any money if a customer is just returning a once new laptop where nothing is really wrong with it. I always test them and if they do work I charge a restocking fee. Out of 4 of these returns, only 1 was actually defective and I issued a full refund.

You cant really fight with the customer if you dont have a return policy stated.

I'll bite my tounge and let a customer keep a 20$ mouse instead of returning it but a high ticket item that cant be sold as new because a customer decided to window shop, no way.

Not sure of the value of the item in question though.

So the 3 that weren't defective, what did you do, refund the buyer?

First reply can often be the best - Ebayorbust is spot on.

The OP was talking about a SEALED and BRAND NEW item. He has different rights under UK law.

Did you notice his flag as it makes a difference for advice.
Always keep in mind replies should be on a case by case basis.
:spy:

No matter if item is sealed or not you sold the item and you are responsible for it working.

Have them return it to make sure it works or not.

Refund them the amount in full and return shipping.

They are not responsible for the return shipping UNLESS it comes back to you and it is in fact working.

When this happens with me I just have them return it or if it is a small amount items not worth shipping back I tell them to keep it or toss it and refund in full.

Keep them happy!!!

I've received the item, i must say it was nicely returned with padding and all. But i cant find anything wrong with it. I have informed the customer however will still like to hear back more before i issue the refund. Any suggestions on what to do in this case in terms of sorting the item out or reselling it in its current state (who knows if its actually faulty).