The buyer says the iPhone is locked, but “Find My iPhone” was turned off before shipping
Summary: faromania_it started a discussion about a buyer who complains that the iPhone they received is locked, even though the "Find My iPhone" feature had been turned off before shipping. heavenwelkin took part in the conversation without adding further details.
Hello everyone,
I am an Italian seller. I sold an iPhone 14 Plus to a buyer with an account created in the United States, 1 day before the purchase.
The buyer opened a return request saying the iPhone “doesn't work” because the passcode request screen appears.
However, the phone was completely reset (“Erase Content and Settings”) and the “Find My iPhone” feature was disabled before shipping, so the device is not associated with any Apple ID and can be activated normally.
The screen shown is simply the normal passcode request screen that appears after restarting any iPhone, not a lock or a defect.
I have already opened a dispute and contacted support.
eBay Italy told me that the case has to be handled by eBay USA and opened two internal reports to forward it.
Has anyone had a similar case, where the buyer misunderstood the iPhone passcode request screen?
What do you think is the best way to avoid a forced refund in a situation like this?
Thanks in advance for any advice or experience you can share.
Domenico (faromania_it)
heavenwelkin
·10 months agoYou need to try contacting the buyer and clearly explain that the iPhone is unlocked and unrestricted, and maybe get someone to help you or help them yourself.
If the buyer opens a dispute for an item not as described, saying it appears to be locked, you will have to accept the return and provide a return label at your own expense.
If you do not follow the procedure to the letter and provide a return label (maybe digging in your heels about the fact that you are right and the buyer is wrong), you will lose the item and the money.
Depending on how the buyer handles the return, you will almost certainly have to pay the customs fees again unless you tell the buyer that they need to fill in and/or tick the correct boxes and provide the right documentation stating that it is a return.
Try to sort this out by contacting the buyer because otherwise the return procedure will be pretty PAINFUL for you.
Sorry for the inconvenience.
Best regards