Buyer reports defective product, how can I know if it's true
Summary: tech.ant.1291 raised a concern about determining the validity of a claim regarding a defective product reported by a buyer. daxsisko and heavenwelkin responded, but the content of their contributions is not specified in the discussion.
Good evening, I sold a battery for power tools, battery fully charged before shipping, I ship the product and the buyer says that from the charger the indicator light flashes as a sign of a damaged battery, I asked the seller for photos and since he sent me different photos it’s not really clear, meanwhile I propose replacing the product and ask for a video to verify what he is saying, and I leave my WhatsApp contact since eBay does not allow uploading videos, if the buyer does not allow me to verify the malfunction can I refuse to replace the product?
heavenwelkin
·1 year agoI just looked at your listings and you appear as a private seller selling new items.
In this case, if the buyer makes a simple return request (a return), according to eBay rules you can refuse it since you appear as a private seller.
But if the buyer opens a return request for item not as described, you will not be able to refuse, as I wrote in the previous post.
Best regards
heavenwelkin
·1 year agoGood evening tech.ant.1291
You’re right to contact the buyer to try to solve the problem directly with them by providing assistance, so as to avoid a possible return request (which you cannot refuse).
If you can’t resolve it with the buyer, they will have to open a return request for an item not as described.
In this case you must provide return labels and take the item back.
Best regards
daxsisko
·1 year agoif the buyer opens a dispute for defective or non-conforming item there aren’t many alternatives ( except for the risk of losing the item and money....... ) ;
anyway, it’s better to avoid replacement: if anything, have the item returned to you ( if it makes economic sense.....considering that very likely you’ll be forced to pay return shipping ) , and refund once you’ve received and checked the item..... then, to avoid any further problems, you close it there.....