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Refund for tampered return
Summary: developersolution sold a PC to a user, who later requested a return, claiming they found the product at a lower price. After opening the packaging, the customer sent photos of the damage, preventing the item from being resold. developersolution is asking whether it would be appropriate to withhold a percentage, or even the entire refund amount, given the damage to the packaging, and is looking for advice on how to proceed.
Good morning,
I sold a PC to a user who, shortly after receiving it, started the return process because it was "found at a lower price",
right after that he sent me photos of the opened packaging, now obviously damaged and compromised, making it impossible to put back up for sale...
Given that I find it improper to open the packaging of a product you intend to return for the reason he stated, I know I can withhold a percentage of the refund amount, except that I’m thinking 100% since I wouldn’t know what to do with a PC without its packaging.
I have no experience with this, what do you recommend I do?
marioelegio
Mentore2 months agoYou are a professional seller and therefore are subject to the Consumer Code (d.lgs. 206-2005).
You are required to accept the return for any reason the buyer gives.
The law (art. 52) says that the consumer is responsible for the decrease in value of the item only if it is handled in a way that is not necessary to determine its nature, characteristics, and functioning. So simply opening the packaging entitles the buyer to a full refund.
At most on eBay you can deduct 50%, but only in cases where there are clear signs of damage to the product. In the case of damage to the packaging only, I don't think it is possible to deduct more than 10%-15%.
Keep in mind that if the buyer appeals against an unfair penalty, you will be forced to issue a full refund.
bye
mario