eBay

joey.mc.young · ‎05-07-2014

Hey ebay community, have an interesting problem here.

I listed a scratched up (aka broken) copy of a video game. Clearly listed in description it is not playable and that there are no refunds.

A guy BIN'd and then immediately messaged me asking for a refund saying that I should have listed it under "for parts" instead of "video games".

Should I go through with the transaction and print the shipping label or refund the money?

pjcdn2005 · ‎05-07-2014

If the buyer no longer wants it then it is best to refund and cancel the transaction. If you send it, chances are the buyer will file for an item not as described. To get your final value fees back...tell your buyer when you refund that you will have to cancel the transaction with ebay and that they will receive a message from ebay asking if they agree to the cancellation. You can file for the cancellation after you have refunded.

Out of curiosity, what would someone do with a non working video game?

I honestly have no idea where the proper place is to put something like that but I would list in the title -- Not Working, For Parts Only

joey.mc.young · ‎05-07-2014

Hi thanks for the quick reply.

I'm just unsure if the buyer has to honour it. I clearly listed everything out and that buying = no refunds.

A scratched up video game can likely be resurfaced into a playable condition. To me it's not really considered "for parts"

Thoughts anyone else?

dinomitesales · ‎05-07-2014

If you're selling a game as 'Used' then by eBay's definition that indicates it is in fully working condition. If it doesn't work, then you need to list it as 'Not Working, For Parts Only', as PJ mentioned above.

You're only options are to: (1) list it as is, but as 'Not Working, For Parts', with the assumption that the buyer will resurface it themselves and then use/resell it; (2) get it resurfaced/working yourself, and then sell it as 'Used'; or (3) don't bother with the disc at all and sell the case/manual/box (if applicable) as replacement parts (a great option if it's a rarer game).

joey.mc.young · ‎05-07-2014

The issue was that video games don't have an option to categorize as "not working" -- only consoles have that.

I selected the closest option (Acceptable) and then made a note that it was not working in the description.

rose-dee · ‎05-07-2014

@joey.mc.young wrote:

I'm just unsure if the buyer has to honour it. I clearly listed everything out and that buying = no refunds.

There really is no such thing as "no refunds" or "final sale" now on eBay, regardless of what you may state in your listing. If a buyer files a claim (Item Not as Described) you may have to refund anyway, or eBay/Paypal will refund the buyer without your approval and look to you for repayment. And you will get a defect (and also an unresolved case strike) as a result.

Nor -- realistically -- are buyers obligated to honour their purchases. If you attempt to force a buyer to accept an item, he may decide to express his frustration in FB/DSRs or file an INAD claim anyway. Besides, why create an unhappy buyer who doesn't want the item? Better to simply cut off the problem and try selling the item again -- with a more accurate title perhaps the next time.

I think the best thing to do now is to follow 'pj's' advice -- refund immediately, then explain to the buyer that you will be initiating a cancellation request to close the transaction, since he indicated he did not want the item after all. Make sure you tell him that he'll receive a message from eBay with the cancellation request, and ask that he accept the cancellation as quickly as possible.

Do all this very cheerfully and with as friendly a tone as you can manage -- remember, the buyer will still be able to leave FB/DSRs even on a cancelled transaction (although I think most buyers in this situation are just glad to get out of the transaction and likely won't bother leaving FB).

The refund is, in effect, the "sweetener" to encourage the buyer to accept the cancellation, so follow up promptly with the cancellation request. When you initiate the cancellation, make sure you choose the reason "Buyer purchased item by mistake or changed mind".

Why do all of this, apparently only for the buyer's sake? For your own sake actually, to protect your seller ratings and status. There are enough problems in selling (= defects) without creating ones that you might otherwise be able to avoid.

By the way, don't be alarmed when you see that the subject line reads "Dispute/Cancellation" -- for some reason eBay runs the two processes in the same stream. I usually let buyers for whom I'm initiating a cancellation know that they should ignore any reference they might see to "Dispute", and that once they've accepted the cancellation, the transaction will be closed.

joey.mc.young · ‎05-08-2014

Thanks for the advice everyone.

I did refund him, and relisted it, even more clearly stating that despite the condition saying "acceptable", it is indeed scratched and needing restoration.

...

He bought it again (within a minute to boot). And wants a refund again.

You can't make this stuff up...

rose-dee · ‎05-08-2014

@joey.mc.young wrote:

He bought it again (within a minute to boot). And wants a refund again.

You can't make this stuff up...

Are you serious????!!! Holy cats. I think it may be time to report this buyer...and block him.

(By the way, I wouldn't refund him again, not until you talk to eBay. And while you're at it, since you may get a defect for refunding the first time, you might want to talk to eBay about removing that defect).

pjcdn2005 · ‎05-08-2014

He bought it again (within a minute to boot). And wants a refund again.

You can't make this stuff up...

LOL. Unbelievable.

Just in case the third time isn't a charm...I suggest that you put him on your blocked bidders list so that he can't buy from you again.

http://offer.ebay.ca/ws/eBayISAPI.dll?BidderBlockLogin

I can't see the listing but are you putting that the game doesn't work right in the title? Quite often buyers will not read the description so it is a good idea to put info like that in the title.

pjcdn2005 · ‎05-08-2014

You shouldn't get a defect for either transaction as the buyer requested the cancellation. But make sure that you do the cancellation for the item and check off the reason as being that the buyer made a mistake/changed mind.