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Customer returns a broken product (broken by him)
Good evening!
I sold a phone in perfect condition. With photos and videos before shipping.
The customer says they used it, took some photos.. And then the display stopped working.
They send it back to me and when I open the package.. The phone has a cracked display!!
Am I required to refund them? Even after they stated that they used it and turned it on? (and so they definitely broke it!)
I indicated on eBay that I received the item, I stated that the buyer sent me the item broken, but the only option is a full refund!
2 comments
sika700
Mentore3 years agoGood evening,
this is a borderline case... if you play your cards right, maybe... and I stress maybe... ebay will side with you.
Let me start by saying that photos and videos are useless, but the important thing is the communication you had with the buyer; if everything is tracked through ebay messaging and clearly the buyer told you that the phone was working, all you need to do is contact ebay support, explain in detail what happened, and wait for their reply...
Maybe that can help you, but considering that you got your phone back, it would be fair to refund the buyer.
Kind regards.
marioelegio
Mentore3 years agoIt's impossible for you to prove that it wasn't broken at the time of shipment. You could have filmed one phone and sent a different one.
The buyer has 30 days to check the phone, they can declare that it was broken.
Now it's up to you to point out to eBay the inconsistencies you've noticed in your customer's behavior. But almost certainly they'll ask you to refund them. You can appeal eBay's decision, hoping that the case gets handled by a different person, but the chances are really slim.
https://www.ebay.it/help/selling/managing-returns-refunds/fai-appello-contro-la-decisione-di-ebay-su-una-restituzione-un-oggetto-non-ricevuto-venditori?id=4369&st=3&pos=2&query=Fai%20appello%20contro%20la%20decisione%20di%20eBay%20su%20una%20restituzione%20o%20un%20oggetto%20non%20ricevuto%20-%20venditori&intent=appello&lucenceai=lucenceai&docId=HELP1306
hi
mario