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Problem with a transaction where the buyer requests a refund
My name is Gianluca and I am a registered seller on eBay for over 20 years.
Recently I faced a problematic situation with a buyer and I would like to share the details with you.
Here is an overview of the transaction:
- Date the buyer valvall-99 (0) first registered on eBay: 12 October 2023
- Purchase of the item by the buyer: 12 October 2023
- Item shipment date: 13 October 2023
- Item delivery date: 18 October 2023
- 0 feedback from the buyer
Everything seemed to be in order until the buyer decided to contact me 4 days after the item was delivered. After opening the package and inserting the wrong batteries into the item, the buyer contacted me in an offensive and judgmental tone, accusing me that the item was defective.
I replied promptly, confirming that the item was working perfectly before shipment, as I always do. I also asked the buyer to send me a photo of the item.
From the photo I received, I noticed that the batteries inserted were the wrong size, different from what the item requires. I advised him to replace the batteries with the correct ones, but at the same time I pointed out that in 3 days he could have done that or contacted me. The buyer stated that he was ill.
Now, the problem has worsened as the buyer inserted non-compliant material into the item, which may have caused damage or issues. I do not think it is right to proceed with a refund or other compensatory measures, as I cannot guarantee the integrity of the product due to the use of unsuitable batteries and possible tampering. Also because he may have used some parts for a replacement of a similar radio he may own, because it seems strange to me that he registered on the very same day of the purchase, and then checking the shipping address he had it shipped to a store that deals with electronics and photo, so it can be immediately and easily verified. Something doesn’t add up.
I would like to point out that the item in question is delicate and vintage, and the buyer does not seem to be familiar with how it works. The buyer’s actions in this regard raise many concerns:
The buyer registered on eBay on the same day of the purchase.
The buyer had no feedback previously.
The purchase was made and received in the same month.(5 days)
The buyer used an offensive tone in communications.
The buyer made changes to the item, including changing the batteries several times, opening and closing
The buyer stated that he contacted an electronics engineer to assess the problem.(for batteries?) and what did this supposed electronics engineer do to the item? Shipment to a store that deals with electronics and photo, so the product could be tested right away.
In light of these facts, I fear that the buyer acted inappropriately or may have damaged the item due to improper use, or that he made this transaction for a possible spare part (I’ve heard that this sometimes happens, that they order the product, then take the spare part they need and then say it doesn’t work and want a refund).
I want to resolve this situation fairly and responsibly, and I rely on your support and experience to find suitable advice. Also because on eBay I can’t find an email to explain this situation to them.
I have been on eBay for 20 years with all positive outcomes, also on other similar platforms (Subito.it for 14 years with all positive outcomes and Vinted for 2 years with all positive outcomes) never had a problem with anyone.
I am deeply concerned about the protection of sellers like me in situations like this, especially with people who register the same day and make purchases the same day without knowing anything and maybe trying to be clever.
If an adequate solution cannot be found, I may be forced to consider alternative selling or buying platforms. My seller reputation is important to me, and I always strive to ensure a fair and transparent transaction.
I hope eBay can continue to be a reliable platform for sellers and buyers like me, given that I have been your customer for 20 years.
Sorry for the rant.
In case you can give me advice
marioelegio
Mentore2 years ago...... but:
If he didn’t put something with an excessive voltage in it, there probably isn’t any damage.
bye
mario
cizeta1964
Mentore2 years agoUnfortunately, there’s not much you can do, other than take back the product while trying to minimize the damage