Advice needed

[custom_shop_guitar]

I sold a phone recently - brand new - open box - but sealed components. The buyer did not read the auction details carefully and purchased this phone and does not work on their network. They want a full refund. I am concerned the phone components have now been used - open packaging etc. - not in the same condition as I sold it in. I could not re-sell it as i initially had listed it - less value. The fault is 100% the buyer as they did not do their research regarding their carrier. Further, what if something has been swapped out of the new phone i.e.) battery etc...

How would you proceed?

[mr.elmwood]

Have they opened a case?

[custom_shop_guitar]

no - not yet - just msg me wanting a full refund - shipping was $30 alone

[mr.elmwood]

I was reading various policy and there is not much you can do. Advise them to return for refund and use tracking. You will need to asses the phone when you get it.

The best I can find for what do you do when it is returned the way you are afraid of? Their answer is to report the buyer. My-my-my, isn't that helpful. not.

[custom_shop_guitar]

Well they haven't opened a case. And if they did the fault was their own for not reading the auction carefully and making a mistake with the purchase.  I wonder if that matters with the resolution centre?

It would make sense for the buyer to simply re-sell the phone on their end saving them an additional $30 shipping if they were to return it to me. I would not be willing to refund them the $30 shipping it cost me to send the item as they made the mistake - why should I pay for that? In a sense that would cost them $60 out of pocket for the shipping. We will see how it unfolds...

[pjcdn2005]

When was this phone sold? I don't see it in your recent selling history.

Are they still able to make a claim through ebay or paypal?  That might make a difference on how I would handle it.

[custom_shop_guitar]

Sold last week on my wife's account. There needs to be some personal responsibility when buying something. 

[mdf_jersey]

Way to often buyers ignore or brows to quickly through description and any policies you may have. Unfortunately this too is part of selling. Buyers see pictures only and you know the saying"pictures say 1000 words" or something that. Anyway pictures are enough for many buyers  to make thier purchase only to later find that there was more to the item if they would just read the description.

Best to do what others have advised. Have the item returned with tracking and refund them. If they file a claim, they will get their refund anyway.

[custom_shop_guitar]

So you are saying I should refund this person because they made a mistake purchasing a $600 phone. So Ebay would not protect me, the seller, and issue this buyer refund for an impulsive uneducated purchase on their end? They could potentially swap components of the phone or return a brick with a tracking number and they would be in the right? Where is the protection for a seller in a situation like this? The buyer deals in electronics so I think I know what has happened here.

[hocotatefreight]

"So you are saying I should refund this person because they made a mistake purchasing a $600 phone."  I'm pretty sure this is what they are saying.  If you accept a return, how can they resell like they you are suggesting?  Mistakes are frustrating but they do happen.

[pjcdn2005]

If the buyer opens a case through ebay and you state return for refund and buyer does not want to pay for return shipping costs and they escalate, there is the possibility that ebay will do a no fault ruling and refund the buyer out of their own pocket. They will do that once in a while although I don't know if there are any particular reasons as to when they do that.  But then there is also the possibility that the buyer will escalate, ebay will find in their favour and you will have to refund original costs as well.

I'm not sure if Paypal  ever refunds out of their pocket for an item not as described.

At this point it sounds as if you might be feeling the buyer out to see if they will sell it on their own or return it without expecting shipping costs back...that might work as some buyers would realize they should have done their due diligence. (I'm assuming that all the info they needed was in the listing) You could suggest that they can use your pictures to make it easier for them when listing.

[custom_shop_guitar]

And if I refund the buyer - All my seller fees are returned to me? 

Because the buyer was at fault and made the mistake - self admitted mistake -  is it reasonable to refund only the purchase price of the phone- not shipping and also request the buyer to pay for return shipping with a tracking number?

Thanks!

[mdf_jersey]

So you are saying I should refund this person because they made a mistake purchasing a $600 phone

No one hear is going to tell you that anyone likes to give refunds, but yes this is what Im saying. I can tell you every stupid reason Ive heard for returning the item. I have made it a policy in my listings " you can return your item for any reason you have hassle free." Of course I dont like refunds, but thats the way it is. For any reason. In actual fact the better service you give in refunds you will find a good percentage will deal with you again, if thats any consolation.

[mr.elmwood]

I always refund shipping, just because. I am out that money, yeah, but, the buyer is out the return shipping as well.

To get your seller fees back, you have to open a case for cancellation and send it to the buyer. At the end of the day, yes you get all your fees back.

[mdf_jersey]

 is it reasonable to refund only the purchase price of the phone- not shipping and also request the buyer to pay for return shipping with a tracking number?

You can try, but if they go as far as a claim, they will get the shipping cost refunded as well.

[pjcdn2005]

And if I refund the buyer - All my seller fees are returned to me?

You would have to file a cancellation and you can't do that if the full amount wasn't refunded so if you did not refund original shipping, you technically can't get your fees refunded. If you phone ebay, they might make an exception...but there is no guarantee of that.

Because the buyer was at fault and made the mistake - self admitted mistake -  is it reasonable to refund only the purchase price of the phone- not shipping and also request the buyer to pay for return shipping with a tracking number?

Sure, it is reasonable to you and me. The buyer might or might not agree that it is reasonable.

I definitely would not pay return shipping. If the buyer is in Canada, explain how they can print a label through paypal and use expedited parcel so that they get a shipping discount.

They can do that by going to:

paypal.com/shipnow

It should cost them less than $20. If the item + shipping is below $750 U.S. they don't need to get signature confirmation.

If the buyer is in the U.S., let them know that they it is less expensive to ship if they print their label online rather than going to the post office.

[custom_shop_guitar]

well thanks everyone. Best scenario for me is if the buyer decides to sell the phone and avoid the shipping fee issue.

Seems so easy to commit fraud on the buyers end unfortunately

[femmefan1946]

Because the buyer was at fault and made the mistake - self admitted mistake -

You keep saying this and it is irrelevant.

The buyer does not want the phone. His reason is irrelevant.

If he does start a dispute, he will be even more annoyed. That he should be annoyed at himself is irrelevant.

You do not need to pay his return postage. This is Standard Practice.

If you refuse to refund on return, and he starts a dispute, Paypal will probably * require him to return the phone and will refund him when he proves you have it back.

Then they will come after you for the money.

And you still have a <annoyed> buyer who can leave feedback and Detailed Seller Ratings.

And if he is really <annoyed> may have adjusted the phone. With a hammer.

And you have black marks on your seller record for being obdurate about a return.

So tell him to return the phone for a full refund. When it arrives, inspect it and if it is as you sent it, refund his original payment. This is a Best Practice.

If his claim of a problem that was not described turns out to be right, refund his return shipping as well. Yes, it happens. Sellers are very occasionally wrong.

And stop blaming him for not reading. People get excited. People are dreamers. And sometimes what they think they are hearing or reading is only vaguely related to what is said or written.

It's just business. Nothing personal.

*But sometimes they don't and pay his refund from their own pocket.

[pjcdn2005]

Seems so easy to commit fraud on the buyers end unfortunately

How is this fraud?

[lady.stark]

You may read the following thread I made last year regarding a similar situation. You can borrow the wording of the message I sent to the buyer. Of course, this is not the same product, but a very similar situation.

And by the way, sending back the phone won't cost him $30 unless it has a very high value. Delivery Confirmation on small packages from US to Canada cost about $10 to $15.

Edit: forgot the link 😉

http://community.ebay.ca/t5/Seller-Central/In-need-of-advice/m-p/144561#U144561