topic Re: Buyer Claiming Item Faulty and Wants Return in Selling

Buyer Claiming Item Faulty and Wants Return

blueskyhigh1 — Mon, 03 Apr 2017 23:03:17 GMT

Hello,

I have an issue where a buyer is requesting a refund claiming that the item is faulty, however I feel that the buyer is being completely dishonest, due to the following events that transpired:

Before winning the item, this buyer requested to cancel their bids within the last 2 hours of an auction, and gave me a story about how they could not afford to buy it and made a mistake. I realise that it is against eBay policy for the customer to request this, as it's within 24 hours of the aution ending, and they're contractually obligied to follow through. However, I felt for the customer and cancelled their bids, and let them know I helped them out.

Within the last hour this same buyer bids on the item again! They message me and tell say they are helping me bring the price of item back up where it was, so that I wouldn't lose out. I realise this is shill bidding, but I never asked or wanted it!

Then the buyer bids a couple more times ends up winning the item. On check-out the buyer sends a message along the lines of "I couldn't resist... I'll find the money". Despite the mess around and potenital loss of earnings, due to the confusion it may have caused to others that were bidding, he paid for the item via PayPal, and I accepted that he won the auction and sent the item to him.

The buyer is now claiming that the item is faulty (it's a wireless guitar transmitter/receiever). I am not convinced that the buyer is being truthful as the item worked before I sent it and was in excellent condition. I feel it's a case of buyers remose, and the customer is making up a story about the item being faulty. What's worse is, if I accept the return, what if they pruposely sabotage the item?

I told them how I felt, and my point of view, however they want to open a case. Reading other posts, I feel that I am powerless in this scenario. Is there anythign I can do? What's my best course of action?

Re: Buyer Claiming Item Faulty and Wants Return

phorum_junkie* — Mon, 03 Apr 2017 23:15:17 GMT

Too late now but you should have added them to your blocked bidder list as soon as they asked you to cancel their bids.

Your chances of winning a claim are nil to zero so best just to ask them to return the item and you will give them a refund as soon as you get it back.

They may not realise that if they started a claim you would have to pay for the return post so it would be better for you if they just send it and you refund.

Re: Buyer Claiming Item Faulty and Wants Return

clarry100 — Mon, 03 Apr 2017 23:19:45 GMT

This is one of the downsides of selling on ebay.

You will only get a few options if they open a formal case against you. None of which you will like.

1). Negotiate a partial refund with your buyer and they keep the item.

2). Fully refund and they get to keep the item

3). Agree to the return and you will have to pay the return postage costs. Then refund when you have the item back They have to return using a fully tracked postal service.

As you say they could sabbotage the item.

They could send back a different item they had that was not working just so they can get their old item replaced for free.

They could send back a bag of sand of about the same weight.

Unfortunately ebay are most likely to believe whatever the buyer says in these cases so be prepared for anything here.

If they do return the item make sure you have a credible witness present when you open the package who would be prepared to sign a stat dec.

Did you record/photograph the item serial number at all?

Re: Buyer Claiming Item Faulty and Wants Return

blueskyhigh1 — Tue, 04 Apr 2017 03:52:37 GMT

Thanks for your reply. I never thought about taking down the serial number, unfortunately.

Looks like I don't have a leg to stand on, so I accepted a return from the buyer. I will also take note to have a witness present while opening the package (I might even video record it!).

Re: Buyer Claiming Item Faulty and Wants Return

imastawka — Tue, 04 Apr 2017 04:24:02 GMT

There's a serial number on your last photo.

Is that attached to the unit, for id purposes?

Always keep a photo of the serial number, especially when selling musical equipment.

Re: Buyer Claiming Item Faulty and Wants Return

collect247 — Tue, 04 Apr 2017 04:44:42 GMT

Looks like just the adaptor serial #

Which can be detached from the unit.

I have a feeling the buyer never had a clue how to use it and not to look stupid said it's faulty lol.

Re: Buyer Claiming Item Faulty and Wants Return

clarry100 — Tue, 04 Apr 2017 06:17:56 GMT

@blueskyhigh1 wrote:
Thanks for your reply. I never thought about taking down the serial number, unfortunately.

Looks like I don't have a leg to stand on, so I accepted a return from the buyer. I will also take note to have a witness present while opening the package (I might even video record it!).

If I was selling serial numbered items (which I don't) I would actually deliberately include a photo on the listing showing the serial number. This way it is publicly recorded and both ebay and a buyer can see it.

If at any time they chose to pull a swifty and return a different (broken) one you may at least have some chance to defend yourself.

Re: Buyer Claiming Item Faulty and Wants Return

blueskyhigh1 — Wed, 05 Apr 2017 03:28:23 GMT

Great advice for next time around - appreciate the time you've taken to explain.

Re: Buyer Claiming Item Faulty and Wants Return

blueskyhigh1 — Thu, 06 Apr 2017 05:52:46 GMT

Recent development:

I received the item back, and it isn’t working properly. However, the buyers story isn't adding up as there's more wrong with it than they said.

To explain, this item is made up of:

Transmitter
Receiver
Power adapter

In their return request, they said: "...the Audio light at the guitar end (transmitter) doesn’t t light up..."

While I discovered this is correct, I never encountered this problem. The receiver also doesn't establish a connection with the transmitter, as it did when I sold it; this is indicated by a green status bar on the receiver.

So, there are now X2 problems:

The audio light on the transmitter doesn't light up (as they mentioned); which would normally indicate that a guitar is plugged in and it can 'hear' it, and

The transmitter or the receiver aren't talking to each other - as a connection cannot be established, indicated by the status bar on the receiver. This does not relate to the problem in point 1 as they are separate issues.

The photo's in my auction show that a connection has been established and the status bars are full.

I inspected the condition of the all items thoroughly, comparing it to the pictures in my auction, and there are new scratches on the front of the receiver that weren't there before. Picture attached for refernce

This can be evidenced by a video that I took when unboxing the item when it was posted back.

So, the possible scenarios could be:

The transmitter was damaged by the buyer, or most likely has been swapped out for a broken one.
The receiver was damaged by the buyer, and the transmitter was swapped out.
The receiver is fine (despite having a new scratch), and the transmitter was swapped out.

I do believe it is the same receiver though, as other small marks that were in my photos are still there, however the noticeable scratch on the front wasn’t there.

Finally, the buyers wording in the return request was "...the unit worked initially and then stopped transmitting...". Therefore, nothing is adding up.

The new scratch on the receiver,

the problem with the audio light on the transmitter, and

the problem with the receiver not seeing the transmitter.

I'm at a loss, and I have asked 2 work colleagues, who were with me testing the item and believe that the transmitter was swapped out. and the receiver was damaged.

I'm at a loss - what can I do...?

Re: Buyer Claiming Item Faulty and Wants Return

blueskyhigh1 — Thu, 06 Apr 2017 05:50:32 GMT

further developments below...

Re: Buyer Claiming Item Faulty and Wants Return

*tippy*toes* — Sat, 08 Apr 2017 10:11:44 GMT

The scratch in the circle is new. The second photo doesn't have the small scratch running running from the 5 to the second T in transmitter. I'm not sure if all the small dots over each unit is dust, but if it's not, they are all different. Most noticeable on the left of the top switch. If you could get the returned unit at the same angle with the same lighting as the original photo it would be a little easier to see if there are any more noticeable differences.

Spent many years doing those "spot 10 differences in the 2 photos" thingies 😄

Re: Buyer Claiming Item Faulty and Wants Return

springyzone — Sat, 08 Apr 2017 23:43:49 GMT

The one on the right looks to have a few more of those slight marks (unless as you say they are dust, but I suspect not).

BUT... most noticeable to me was the section under the word 'TONE' & what the replacement doesn't have.

On the original there seems to be one larger white dot on the rim of the switch just under the word tone, specifically more under the letter N in tone,, and to the right of that dot, a smaller white dot.

The one on the right is missing both of those. It does have what looks like a small line of scratch on the rim but not in the same place.

I don't think they are the same unit. Close but not a perfect match.

Re: Buyer Claiming Item Faulty and Wants Return

springyzone — Sat, 08 Apr 2017 23:46:46 GMT

I guess what I am trying to say is someone might try to fob off extra marks by saying a unit moved around in transit or whatever.

But they can hardly claim an original mark would disappear!

Re: Buyer Claiming Item Faulty and Wants Return

blueskyhigh1 — Wed, 12 Apr 2017 05:54:09 GMT

Well, I floated my case with eBay and they said they it would be impossible for them to deterime who's fault it was.

They then said that because I accepted the return, that it would be best if I refunded the buyer. EBay also added that if the matter was escalated then they would close the case in the buyers favour.

So I had no choice to refund the buyer.

Begs the question - what if I didn't accept the return? My eBay auction stated 'no returns' - does this even mean anything?

Re: Buyer Claiming Item Faulty and Wants Return

lyndal1838 — Wed, 12 Apr 2017 06:53:39 GMT

Your "No Refunds" means no refunds for change of mind.

If an item is faulty you have no option but to refund.....if you don't do it voluntarily ebay will do it for you and give you a defect for their trouble. If ebay is involved they almost always find in the buyer's favour.

Re: Buyer Claiming Item Faulty and Wants Return

agcam — Thu, 28 Sep 2023 01:06:30 GMT

There is bugger all you can do !

I recently sold a valuable sterling silver necklace and the buyer nitpicked making unproven claims about faults in it's condition. I had made a full disclosure in the listing and sent her extra detailed photos she requested. She opened a case and was refunded by EbAY before she returned the item. She has not answered my requests to return the necklace and worse EbAY say they will deduct the refund they made from my future sale proceeds - Not happy - Numerous complaints to eBay about the non return and their poor decision refund her early before could have had no result - Seller Beware.

Others in the community blogs have complained about this practice !

Re: Buyer Claiming Item Faulty and Wants Return

sandypebbles — Thu, 28 Sep 2023 01:18:51 GMT

You have not complained to eBay

You have spammed the member to member forum 6 times now with the same rant

Ignored all replies from every member every time

You chose to do your own thing, ignoring eBay policy but you expect eBay to help you

If seller choose to ignore the proper procedure, as you have, they get nadda

Re: Buyer Claiming Item Faulty and Wants Return

gutterpunkz05 — Thu, 28 Sep 2023 02:24:35 GMT

01000001 01001000 00100001 00100000 01110100 01101000 01100101 00100000 01101010 01101111 01101011 01100101 00100000 01101111 01100110 00100000 01110100 01101000 01100101 00100000 01100100 01100001 01111001

Re: Buyer Claiming Item Faulty and Wants Return

countessalmirena — Thu, 28 Sep 2023 02:54:32 GMT

This thread was last active on 12th April 2017. That’s more than six years ago.

Please don’t dig up mouldering old dead threads, especially not to repeat a complaint already posted and responded to by others. I’m sorry you’ve not received back your necklace.

May this thread rest in peace.

⚰️ 🪦☠☨☨

Re: Buyer Claiming Item Faulty and Wants Return

*sons_n_daughters* — Thu, 28 Sep 2023 03:33:39 GMT

@gutterpunkz05 wrote:
01000001 01001000 00100001 00100000 01110100 01101000 01100101 00100000 01101010 01101111 01101011 01100101 00100000 01101111 01100110 00100000 01110100 01101000 01100101 00100000 01100100 01100001 01111001

LOL