Refund requested by buyer for not as described?

[zeliff2006]

Hi all. Sold a car stereo head unit it was excellent condition and listing had photo of actual item.

I had tested unit prior to selling and worked fine.

Buyer now claiming the CD doesn't work? He lodged return request claiming it wasn't good condition, doesn't work and didn't have reverse camera., I responded to eBay advising it worked fine, and that this model doesn't come with reverse camera it's an optional extra through manufacturer.

My issue is eBay have basically demanded I pay for return postage and refund item after thoroughly investigating?? They have not contacted me. They have sided with buyer.

My issue he paid for standard postage, didn't have a professional photographer I've it up, once it's left me its beyond my control? Where is seller protection?

What can I do? My listing states no returns , I'm not a business.

Any help is greatly appreciated. I have operated with 100% feedback now this is driving me nuts! I feel shafted by eBay.

[padi*0409]

Unfortunately eBay nearly always sides with the buyer, and you can't state "no returns" for an item not as descibed.

So you may as well bite the bullet and accept the return - and hope they don't send a differenjt unit back (did you make a note of the serial number of it?).

If you did take a note of the serial number, have someone witness you unpacking the returned unit just in case they try to pull a swifty. With a stat dec if they try that you would have grounds for an appeal.

[clarry100]

Firstly, if you send anything by standard mail without tracking then by default you do not have seller protection whether or not you are a business seller.
Next, if you state no returns in your listing this only applies to buyer remorse (change of mind). For all other return reasons you are bound by the eBay money back guarantee rules. When you signed up as a seller you would have read all the terms and conditions, I suspect you just forgot these couple.
Once a buyer claims item not as described then it's extremely difficult for you to argue against. EBay will take the word of the buyer.
So... If you want your item back you will have to pay for fully tracked postage. EBay requirement.
Your only other option is to fully refund and buyer keeps the item.
The only other slim chance you might have is to negotiate a partial refund but good luck with that path.
These are the rules of selling on eBay we all agree to. If we can't get along with those rules then your only option is to find another selling platform more favourable to you. Good luck with that too.
Others may come along with other suggestions.

[zeliff2006]

wow so basically as a seller you arer screwed! the iotem i sold was 100% working and great condition.

literally, if i sell an electrical item and the buyer decides to try and install it themselves and frys something, drops it, wires it incorrectly, shorts an earth etc i have to wear the brunt and full costs of their error? wow i think i will use other means of selling from here on in, thats rediculous that they side with a buyer?

I have photos of its condition and of it switched on working, but clearly ebay dont seem to care? pretty sad really given the seller fees etc. and out of spite the buyer could basically destroy the item or damage it worse prior to sending back and i lose out on the item and full sale cost plus final value fees? so one sided!

if i dont refund i chance a bad credit rating from what i have read?

[padi*0409]

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@zeliff2006 wrote:

if i dont refund i chance a bad credit rating from what i have read?

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If they opened a dispute through the eBay MBG (or Paypal for that matter) the chances are yout money has been frozen in your Paypal A/C, so you won't have the option of not refunding, they will simply take it back out of the Paypal account. 

[zeliff2006]

money was already withdrawn and paypal is sitting in "hold" debit of $300+ 

i am just amazed at this rediculous scenario, ebay havent responded to any of my messages regarding their "thorough" investigation? so they have just taken the buyers word and thats it!

[clarry100]

If you have totally irrefutable proof in the pics that you have alluded to that the item was working and IS as decsribed then you can try presenting that evidence to ebay for their consideration. But don't hold your breath while you do it tho.

Don't rely on emails, you need to speak with them. And use the callback feature, you seem to get a better quality CSR when you do that.

INAD is pretty difficult to argue with as ebay will notoriously side with the buyer whatever they say.

This is the monster ebay have created these days, so if the business model does not suit you then I'm afraid you will need to look at other selling platforms. Personally I believe its a very dificult place to sell high value items these days, especially electrical/electronics items. You are very likely to lose your item and your money too. Much less heartache to simply throw it in the bin really.

[designers*n*more]

If you don't accept the return via the eBay dispute within the time specified eBay, they will close the dispute in favour of the buyer, and let the buyer keep the item. Best option is to accept the return, the buyer has 10 days (I think) to return the item. Although eBays policy states the buyer must return the item in the condition it was received, this is so not correct.  I had a buyer claim SNAD, said I listed the wrong size, agreed to the return thinking I must have made a mistake. eBay put my funds on hold ($110) Received the item back, and guess what, a completely different used item in terrible condition.

rang eBay, and they're response was, well we don't physically see the item so because the buyer return an item we have to side with the buyer! So much for seller protection. Buyer gets to keep item and a full refund and I'm left with a non-sellable faded dirty item!

based on this, when the package arrives I would video opening the packaging, include any return address on the packaging in case the buyer is trying to scam you.

[davidc4430]

ebay began as a good way to sell secondhand goods, that was then.

today ebay is far more centered on the selling of new items, so not as described is usually not an option.

ebays rules have made selling used items very difficult.

how does any seller prove an item sold as used when recieved fits the buyers exact requirements? the buyer cant see, hold or test an item before purchase so they buy with fingers crossed the item not only works but the seller has been honest in the description.

i am by no way eluding to your item not being axactly as described and this buyer has just had a change of mind and is using not as described as a way of getting a refund.

in my opinion you need to get the item back ASAP even if you have to pay for return postage as you could end up out the money you recieved plus the actual item!

your prolly much better off selling used car radios on a pick up only deal. that way you get to show the buyer its working and hopfully they pay cash so no way for a not as described case being opened.

[mystuff2234]

Sad but very true -  'if you send anything by standard mail without tracking then by default you do not have seller protection'. On another ebay store we have a buyer started a not delivered claim (incorrectly). It was only to advise he was in a different location at his work premises and could we change the floor number, but the item had already been posted by domestic mail.  These are small low cost items typically so not cost effective to send registered/parcel.  A month or so later the claim was still sitting there. We asked an ebay cistomer service person to delete it as not valid (resolved anyway - the customer had confirmed receipt of the item by email). The response of the customer service person was to state - 'no tracking info on record', confirmed the claim and refunded the guys money despite the emails we had.  To top it off the customer then claimed not delivered on FIVE previous orders from five different dates and Ebay gave back everything. **bleep**  happens on ebay.