I need some help
Summary: The discussion, initiated by chae_053023 with a request for help, generated multiple threads with contributions from various participants including padi*0409, i-once-was-bump, etb321, and others. While the content of the conversation isn't specified, the thread appears to be centered on assisting chae_053023. Participants engage in back-and-forth exchanges, suggesting a collaborative attempt to address the original query. Despite the lengthy interaction, the details of the help or advice given remain unspecified.
Hi everyone, i have recently sold a ps4 controller and before i send it i ALWAYS test if it works and yes it worked, also in my descriptions, i said i dont accept refunds. So, the buyer paid got the item, eventually he said the controller lights up but the buttons dont work. I got confused because before i shipped it 100% worked. The buyer contacted me and wanted a refund, however i said i couldn’t and i also dont support refunds. Eventually he said he will open a dispute, i told him i will try my best to help him fix it however he is claiming he wants a refund if it still doesn’t work. I clearly said i dont do refunds in my description and i dont really know how disputes work, and i dont know if these reasons even qualifies as a dispute reason, still, i dont want to refund the buyer so please help me. (Plus i already got my money in my bank and transferred to someone at the moment because of private stuff)
countessalmirena
·2 years agoOP, by all accounts you are very inexperienced in selling on eBay. That means you don’t realise some of the basics about selling here… and others replying to you have been explaining the policies and T&Cs of eBay selling. It can seem rigid and unhelpful - I know what you wanted was a solution that would result in your “no refund” stance being upheld.
So… as said, when a seller ticks the “no refunds” box in their listing, that refers only to voluntary refunds, not mandatory ones. When a buyer claims that an item isn’t as described (e.g., controller isn’t working properly, except where the listing states “not working”, “for parts”, as appropriate), that’s a mandatory right to be refunded through eBay’s MBG (Money Back Guarantee). The seller will need to refund and if they want the item returned, they also pay for the return postage.
Read here for the information regarding returns: https://www.ebay.com.au/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
Read here for all of the options under the MBG: https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
In the situation you’ve described, it does sound as though possibly the buyer simply needs to reset and pair. Hopefully this will resolve the issue.
First step when a buyer contacts you with an issue is to see whether you can provide clear and helpful instructions to resolve. It’s best not to expect the buyer to google for a solution. Put yourself in the buyer’s shoes; it’s so easy for the buyer to open a SNAD / INAD dispute and to win, so it helps YOU to help the buyer in the most efficient and most helpful way.
(SNAD = significantly not as described; INAD = Item not as described. They mean the same thing.)
The hard reality is that once the buyer says an item isn’t as described, it is almost always going to end in the buyer’s favour. Be prepared for that - but if your buyer is able to successfully pair to his console and get it working, all good.
There’s excellent advice available here; it may not be provided in a way that is soft, but it reflects the reality of selling here, and how to avoid worse pitfalls than having to refund. For instance, if a buyer opens a return request and you fight the return (don’t respond to the request with an acceptance and don’t provide a return label - unless you can prove item is as described, which is very difficult in a bot-driven process such as eBay provides), you’d end up with eBay probably being asked to step in (which means a forced refund in buyer’s favour, and a sanction which may impact your eBay fees and your ability to sell on eBay).
In other words, people were warning you about repercussions that could cumulatively be worse than one refund.
So… I strongly suggest you don’t shy away from posting here to get advice. The posters here can also suggest ways to list that makes it more likely a buyer will be happy with their purchase, and what sort of battles are worth fighting…
Good luck; hopefully your buyer has been able to get more than flashing lights happening. Fingers crossed…?
🤞🍀
If not… 📦🚚💰 … follow the eBay policies (eBay’s returns process) exactly; provide return postage label, wait for return, then refund.
🎮🤞
chae_053023
OP2 years agoThank you. By that is the answer I was looking for. I have told the buyer if it still doesn’t work I will refund it. It was only because before sending it worked perfectly fine so I didn't need to put anything in the descriptions. I am looking at the comments to carefully as a quite new user. I just found some disrespectful and impolite to me which i thought didn’t help. But thank you. My pleasure to have you.
etb321
·2 years agoLight's up but buttons don't work? The controller is connected to a different PS4 (the customers) and need to pair with the console. Tell the customer to press the reset button on the bottom near the L2 button.
chae_053023
OP2 years agoI did say that, i said it is probably connected to another console and he isnt trying.
repentatleisure1952
·2 years agoAt this stage you should just tell the buyer to open an item not as described case. Accept the return & refund the buyer.
Btw... nowhere in your description did you state you "don't do refunds"... not that it matters as there is no such thing as "no refunds" on eBay.
chae_053023
OP2 years agoAlr, he said he will try one more time, he didnt read my messages since i saw ur solution saying it’s probably the controller connected to the console, if he tries and still doesnt work ill prob just do a refund for him, im not bothered anymore to take this further.
brickworksmarket
·2 years agoThey may never have replaced the controller before so hopefully this will work out. If you do end up having to refund I always get the item returned even though it costs extra for the return postage.
chae_053023
OP2 years agoOkay, ill prob just tell him to refund and return it, he is trying to see if he can fix it a couple more times, if he says it still doesnt work ill just tell him to refund and return it.
brickworksmarket
·2 years agoIt may be worth mentioning to check it is fully charged as well.
designers*n*more
·2 years agoDon’t refund until you get the item back!
i-once-was-bump
·2 years agoAre you sure you have been paid by ebay? You should have a 30 day hold on funds as a new or infrequent seller so I am surprised you managed to bypass the hold. I am just a tad annoyed that I have to wait 30 days when I sell something and you didn't.
chae_053023
OP2 years agoYes i have
padi*0409
·2 years agoIf the buyer opens a dispute for "item not as described" you will almost certainly lose the dispute.
"No returns" is only for "change of mind" returns.
chae_053023
OP2 years agoWell i did check 100% it working before the person got it, idek why he is saying its not working. And the most important thing is i have alr transferred the money to somewhere else so..i did say i will help him as much as i can. Also i said its used in the description and it is in good use.
gutterpunkz05
·2 years agoAs the buyer says it does not work, when they open a dispute, you will have 3 days to resolve it (refund). If you fail to resolve it yourself, ebay will refund and seek funds from your nominated account. Unfortunately there is no way you can prove the item was working when received by the buyer.
chae_053023
OP2 years agoyeah..but i just find it annoying, the buyer isnt having his own responsibility to find a way to fix the controller, all he is wanting is for me to tell him how to fix it and he wants the refund so bad even though i suggested him to have a look at the internet or youtube to fix it.
padi*0409
·2 years agoIf the controller isn't working it's YOUR responsibility to fix the problem. ie refund them, and send them a postage label if you want it back.
chae_053023
OP2 years agoI know its my responsibility but its also his to try fixing ie, watching some youtube, i told him to watch some youtube and see but he is the one who isnt trying and just getting mad
sugar249
·2 years agoNo it is your responsibility to send a working unit, it's not up to him to try to fix faults.
Hopefully they open a case, and you are forced to take responsibility. And it doesnt matter if you have already transferred the funds, Ebay will still extract funds from your account, and if no funds you will be in debt, with subsequent consequences.