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I sold a working item and the buyer is trying to play cute
Hi guys, how should I deal with a buyer who’s trying to be clever? Basically I sold a Parkside power tool, fully working, brand new, never used, complete with everything, including the receipt and 3-year warranty. The buyer receives it and immediately sends me a complaint that the product isn’t working and wants to return it to get a refund. The product was tested before shipping and it worked, but unfortunately I didn’t make a video 😭 now do I have to pay the return shipping costs for a product that they’ll surely have swapped with a broken one, but doesn’t eBay protect sellers from these people? Do I have to pay the return shipping myself? Can I have an expert report done to verify tampering or that the product was replaced?
marioelegio
Mentore2 years agoVideo, expert report, etc… will be useless.
No one will ever be able to state with absolute certainty which of you two is trying to be “smart”.
In these doubtful cases, anyone (judge included) would side with the buyer.
So all you can do is provide the return label, take back your (or another) tool, and refund.
Sorry, but this is an inherent risk connected to all distance sales.
hi
mario
888vita
OP2 years agoIf I don't agree to send the return shipping label for the product, what happens?
marioelegio
Mentore2 years agoNothing particularly happens to you, you lose the item and then they force you to reimburse it.
hi
mario
888vita
OP2 years agoHow do they force me to pay? The money is on eBay, what will happen to it?
sika700
Mentore2 years agoForced withdrawal or debt collection...
888vita
OP2 years agoBut of course it's unfair to treat an honest seller like this! The buyer does whatever they want and the one who always pays the price is the seller!! How disgusting
888vita
OP2 years agoIf I accept the return and something is missing from the box or I find something that was deliberately broken, what can I do?
sika700
Mentore2 years agoAbsolutely nothing... even in that case you'll be forced to refund.
If you don't accept these possibilities, don't sell online anymore!
Kind regards.
marioelegio
Mentore2 years agoYou’re a low-volume seller, so your payments are on hold, and with an open dispute they’re completely blocked.
So they’ll ask you to advance the refund by adding a credit card, and then, once everything has been sorted out, they’ll credit you the payment.
https://www.ebay.it/help/selling/managing-returns-refunds/rimborsare-gli-acquirenti?id=5182&st=3&pos=2&query=Rimborsare%20gli%20acquirenti&intent=rimborso&lucenceai=lucenceai&docId=HELP1608#section3
Also keep in mind that if you don’t cooperate and don’t meet the deadlines, you won’t get the eBay fees refunded and they may also deduct dispute-resolution fees from the payment.
hi
mario