Return request from the buyer
Good morning, a few days ago I sold this device: https://www.ebay.it/itm/296155366879?mkevt=1&mkpid=0&emsid=e11050.m43.l1123&mkcid=26&ch=osgood&euid=3b28c10fa2d246a9b4e738d8dc44fdee&bu=45442990341&osub=-1%7E1&crd=20240127110927&segname=11050
The buyer received and tried the device, which is working, but wrote to me that he does not have a cable to connect the camera to the device and therefore asks for my address to return it to me.
In my listing I had disabled returns and I had also written that the box contained the device, the power cable and the return booklet. I had not mentioned the connection cable.
Can I refuse his request ?
10 comments
technopartsbay
·2 years agoIn addition to what Actar rightly wrote, the listing states:
"The package includes: DVD recorder, power cables, instruction booklet.
More details and features are shown in the writing on the box."
And on the box it says that the cable for connecting to the source is not included.
So the item matches what is described in the listing.
actar80
·2 years agoAnyway, looking at photo no. 3 on the back of the box in the "package contents" section, you can see it marked with an asterisk: "Camcoder camera, memory cards and cables are not included".
So the cable is not included by default in the package, even when it’s new. If that cable not included refers to the connection cable, as I assume, then even if you buy the DVD recorder new, you have to purchase the cable separately.
Point that out to the buyer.
actar80
·2 years agoGood evening, to be precise you should have indicated that the connecting cable was missing, it’s better to write everything in the listings, even what’s missing.
Anyway, did the buyer open 1 dispute "for item not as described" or for "change of mind"?
actar80
·2 years agoI’d add, in any case, that if the claim is opened for change of mind you can رفض it since you are a private seller, but if it’s opened for item not as described you can’t refuse it and you’ll have to respond promptly to any request from eBay.
The main advice: don’t leave the case to automatic procedures, go to the help and contact section, click on the transaction for which you’re asking for help, scroll all the way down and contact support directly in chat or by having them call you at the mobile number registered on your account, and explain everything in detail; otherwise you’ll almost certainly lose the dispute even if you’re in the right.
sixlor12
OP2 years agothanks, the buyer didn't open a dispute, he just asked me if I can send him my address
actar80
·2 years agoIf she has to open it, first check what kind of dispute it is (change of mind or non-conformity) and in any case contact eBay support directly.
Remember that he has 30 days from the delivery date to open a dispute, then if he paid with Paypal he has 180 days on Paypal. In any case, keep the messages exchanged between you and the buyer, especially the emails that arrive in your email inbox (the messages on eBay after a few months you won’t find anymore) since after 2 months from the sale you won’t see it anymore in your console (at least that’s how it was until some time ago, then I stopped selling).
Also take a few screenshots of the listing and try to make one where, by hovering the mouse over the third photo, you can read the back of the box and the listing number.
sixlor12
OP2 years agoperfect, thanks, I contacted eBay support and they confirmed that I can refuse the return. then the buyer opened an official request for change of mind, now I’ll decide whether to accept it or not. if I were to refuse it, could they leave me negative feedback?
sika700
·2 years agoOf course he could.
Best regards.
actar80
·2 years agoSince you are a private seller, you can reject the dispute opened for change of mind, but as they already told you, they could leave you negative feedback out of spite.
But afterwards you could try contacting customer support again to ask for the negative to be removed, pointing out that you sold the item as described and in its factory condition (without connecting cable) and that the buyer opened a dispute for change of mind just to get around the issue. If they phrase the feedback incorrectly, you may have a good chance of getting it removed.
As already said, since eBay ruled in your favor, keep and document everything. They may later try to file a dispute on Paypal.
actar80
·2 years agoI forgot, it makes no sense for him to ask you for the address, first of all because eBay hasn’t allowed private sellers to have their address requested for years now, secondly because he can infer the address from the delivery slip on the package he received, but maybe he threw the package away.
And then, if anything, it would be you who would need his address (which you already have as the seller) if you decided of your own free will to send him the cable in question.
🤔🤔🤔It makes me wonder ... that he’s an inexperienced user and thinks that after learning your address he’ll send the item outside of eBay’s procedures and then demand a refund ... which of course you should never do without eBay’s involvement, but your only obligation would be to send him back the item (since it belongs to him) at his expense, in any case a nice round of hassle. Don’t give him the address, he doesn’t need it.