Sold brand new and sealed item, buyer claiming faulty - eBay Suspended & PayPal Limited Forums
eBay Suspension & PayPal Limited Forums  
Join Today
Register Subscribe
     

Registration is fast, simple and absolutely free so please, join our community today!


Go Back   Home > Marketplace Discussions > eBay Discussion!

eBay Discussion! EBay Forum. News, Updates, or Anything eBay is Welcome. A kind of lounge if you will.

Reply
 
Thread Tools
  #1  
Old 05-13-2013
Junior Member
 
Join Date: Apr 2011
Posts: 263
Thanks: 0
Thanked 4 Times in 4 Posts
Activity: 0%
Longevity: 66%
iTrader: (0)
Default 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.

Last edited by mynameis; 05-13-2013 at 03:39 PM.
Reply With Quote
The complete step-by-step guide to get back to selling today!

  #2  
Old 05-13-2013
Ebayorbust's Avatar
Executive [VIP]
 
Join Date: Jul 2009
Posts: 5,398
Thanks: 474
Thanked 2,083 Times in 1,377 Posts
Activity: 48%
Longevity: 80%
iTrader: (53)
Default

Allow buyer to return for replacement or refund. Why would you consider doing anything but this?
__________________
FULLY VERIFIED HIGH LIMIT (up to 1000/£15000) UK PAYPAL & EBAY ACCOUNTS FOR SALE HERE
FRESH US & UK IP ADDRESSES HERE
EU LIMIT LIFTED ACCOUNTS - BACK IN STOCK - LIMITED AVAILABILTY
Reply With Quote
  #3  
Old 05-13-2013
JamesNorth101's Avatar
Super Moderator
 
Join Date: Apr 2013
Posts: 17,366
Thanks: 1,396
Thanked 4,361 Times in 3,398 Posts
Activity: 57%
Longevity: 50%
iTrader: (354)
Default

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.
Reply With Quote
The Following User Says Thank You to JamesNorth101 For This Useful Post:
Sandy D (05-13-2013)
  #4  
Old 05-13-2013
Senior Member
 
Join Date: Aug 2011
Posts: 531
Thanks: 34
Thanked 90 Times in 69 Posts
Activity: 0%
Longevity: 63%
iTrader: (0)
Default

Quote:
Originally Posted by Ebayorbust View Post
Allow buyer to return for replacement or refund. Why would you consider doing anything but this?
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.
Reply With Quote
The Following 2 Users Say Thank You to golden_monkey For This Useful Post:
newjerseymax (05-19-2013), Sandy D (05-13-2013)
  #5  
Old 05-13-2013
Speeder33's Avatar
Executive [VIP]
 
Join Date: Apr 2011
Posts: 1,945
Thanks: 249
Thanked 430 Times in 309 Posts
Activity: 26%
Longevity: 66%
iTrader: (42)
Default

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
Reply With Quote
  #6  
Old 05-13-2013
bjammin's Avatar
Executive [VIP]
 
Join Date: May 2013
Posts: 2,153
Thanks: 393
Thanked 708 Times in 443 Posts
Activity: 16%
Longevity: 50%
iTrader: (75)
Default

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.
Reply With Quote
  #7  
Old 05-13-2013
Junior Member
Threadstarter  
 
Join Date: Apr 2011
Posts: 263
Thanks: 0
Thanked 4 Times in 4 Posts
Activity: 0%
Longevity: 66%
iTrader: (0)
Default

Quote:
Originally Posted by Ebayorbust View Post
Allow buyer to return for replacement or refund. Why would you consider doing anything but this?
Is it ok to tell the customer i will give a full refund less the delivery costs, that seems reasonable right?
Reply With Quote
  #8  
Old 05-13-2013
JamesNorth101's Avatar
Super Moderator
 
Join Date: Apr 2013
Posts: 17,366
Thanks: 1,396
Thanked 4,361 Times in 3,398 Posts
Activity: 57%
Longevity: 50%
iTrader: (354)
Default

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.
Reply With Quote
  #9  
Old 05-13-2013
Junior Member
Threadstarter  
 
Join Date: Apr 2011
Posts: 263
Thanks: 0
Thanked 4 Times in 4 Posts
Activity: 0%
Longevity: 66%
iTrader: (0)
Default

Quote:
Originally Posted by JamesNorth101 View Post
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?
Reply With Quote
  #10  
Old 05-13-2013
Junior Member
Threadstarter  
 
Join Date: Apr 2011
Posts: 263
Thanks: 0
Thanked 4 Times in 4 Posts
Activity: 0%
Longevity: 66%
iTrader: (0)
Default

Quote:
Originally Posted by JamesNorth101 View Post
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.
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?
Reply With Quote
  #11  
Old 05-13-2013
JamesNorth101's Avatar
Super Moderator
 
Join Date: Apr 2013
Posts: 17,366
Thanks: 1,396
Thanked 4,361 Times in 3,398 Posts
Activity: 57%
Longevity: 50%
iTrader: (354)
Default

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.
Reply With Quote
  #12  
Old 05-13-2013
Senior Member
 
Join Date: Aug 2011
Posts: 531
Thanks: 34
Thanked 90 Times in 69 Posts
Activity: 0%
Longevity: 63%
iTrader: (0)
Default

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

you'll see where it ends.
Reply With Quote
  #13  
Old 05-13-2013
GreenBean's Avatar
Executive [VIP]
 
Join Date: Sep 2007
Posts: 41,969
Thanks: 5,467
Thanked 8,998 Times in 7,022 Posts
Activity: 0%
Longevity: 95%
iTrader: (6)
Default

Quote:
Originally Posted by mynameis View Post
Is it ok to tell the customer i will give a full refund less the delivery costs, that seems reasonable right?
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

Reply With Quote
  #14  
Old 05-13-2013
Junior Member
Threadstarter  
 
Join Date: Apr 2011
Posts: 263
Thanks: 0
Thanked 4 Times in 4 Posts
Activity: 0%
Longevity: 66%
iTrader: (0)
Default

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.
Reply With Quote
  #15  
Old 05-13-2013
Senior Member
 
Join Date: Aug 2011
Posts: 531
Thanks: 34
Thanked 90 Times in 69 Posts
Activity: 0%
Longevity: 63%
iTrader: (0)
Default

there you go, thats more like it!
Reply With Quote
  #16  
Old 05-13-2013
Senior Member
 
Join Date: Mar 2013
Posts: 2,047
Thanks: 106
Thanked 205 Times in 176 Posts
Activity: 0%
Longevity: 51%
iTrader: (1)
Default

Make a deal with him give him something off for his troubles and let him choose what he wants to do
Reply With Quote
  #17  
Old 05-14-2013
Senior Member
 
Join Date: Mar 2012
Posts: 1,280
Thanks: 65
Thanked 85 Times in 77 Posts
Activity: 16%
Longevity: 59%
iTrader: (0)
Default

Quote:
Originally Posted by GreenBean™ View Post
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

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.
Reply With Quote
  #18  
Old 05-14-2013
Junior Member
Threadstarter  
 
Join Date: Apr 2011
Posts: 263
Thanks: 0
Thanked 4 Times in 4 Posts
Activity: 0%
Longevity: 66%
iTrader: (0)
Default

Quote:
Originally Posted by user3657 View Post
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?
Reply With Quote
  #19  
Old 05-14-2013
rsot's Avatar
Executive [VIP]
 
Join Date: Dec 2009
Posts: 58,191
Thanks: 4,615
Thanked 7,098 Times in 6,465 Posts
Activity: 100%
Longevity: 77%
iTrader: (7)
Default

Quote:
Originally Posted by Ebayorbust View Post
Allow buyer to return for replacement or refund. Why would you consider doing anything but this?
First reply can often be the best - Ebayorbust is spot on.
Reply With Quote
  #20  
Old 05-14-2013
GreenBean's Avatar
Executive [VIP]
 
Join Date: Sep 2007
Posts: 41,969
Thanks: 5,467
Thanked 8,998 Times in 7,022 Posts
Activity: 0%
Longevity: 95%
iTrader: (6)
Default

Quote:
Originally Posted by user3657 View Post
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.
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.
Reply With Quote
  #21  
Old 05-14-2013
Banned
 
Join Date: Apr 2009
Posts: 8,611
Thanks: 1,580
Thanked 2,025 Times in 1,355 Posts
Activity: 0%
Longevity: 82%
iTrader: (47)
Default

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!!!
Reply With Quote
  #22  
Old 05-16-2013
Junior Member
Threadstarter  
 
Join Date: Apr 2011
Posts: 263
Thanks: 0
Thanked 4 Times in 4 Posts
Activity: 0%
Longevity: 66%
iTrader: (0)
Default

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).
Reply With Quote
Reply



Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
Sold item in Russia, buyer claims box was empty zlajac eBay Discussion! 13 12-05-2012 12:38 AM
help with buyer claiming Item Not As Described 1364573 eBay Discussion! 16 07-26-2010 10:33 PM
Advice please. Vero item sold and now buyer being hard to deal with Juicyas PayPal Talk 16 06-03-2010 02:32 PM


Aspkin Group

All times are GMT -5. The time now is 03:29 AM.


Stop the guessing games and learn how you can quickly and easily get back on eBay today!
Read the best selling step-by-step eBay Suspension guide eBay Stealth!
Amazon Suspension? Read Amazon Ghost to get back on Amazon!
vBulletin® Copyright ©2000 - 2019, Jelsoft Enterprises Ltd.
Ad Management by RedTyger
no new posts