First Return Request
Hi everyone,
I’m a long-time eBay user who recently started selling a few things just to make some space.
About a month ago, I sold 3 monitors to a guy who contacted me privately a week later saying that 2 of the 3 monitors are defective. I know they’re not, I even have videos proving it that I shot just before packing them, with references to the eBay sale.
In response to his message through eBay messaging, I replied quickly, trying to help him troubleshoot and asking for a video proving the actual malfunction, but I was IGNORED.
Yesterday, a month after delivery, a return request was opened against me.
I tried writing again to get back in touch with the buyer, but I’m almost sure I’ll be ignored again.
I spoke with eBay, who of course calmly told me to pay for the return and wrap up the situation with everyone happy.
I don’t even think I can go after the shipping company because I can imagine the package was not accepted with reservation.
I have the feeling that leaving the decision to eBay would be counterproductive, and issuing a partial refund feels to me like a defeat and an admission of being a scammer, which I absolutely am not.
I realize the scales are heavily tipped in the buyer’s favor, but is there really nothing else I can do as a seller?
Should I call the buyer by phone?
Thanks
Regards
G.
syphon83
OP2 years agoFirst of all, thanks to everyone for the replies.
You can’t know how bitter and pissed off I am about this situation.
We’re not even talking about huge amounts, they’re 25-euro monitors each.. it’s really the whole context that makes me angry, and being ignored is really the icing on the cake.
If I lived closer, I’d have already gone straight to the buyer in person.
The phone call would only be for personal satisfaction, in the hope of understanding, maybe helping him, or just hearing any possible excuses. (if I could even get in touch).
I thought I’d protected myself by even making videos of everything from the packaging to the shipping to the post office, but apparently it’s all useless. The girl from eBay told me they don’t watch the videos I attached everywhere.
Just to be safe I’ll try calling eBay again, and then I’ll start the return procedure for all the monitors.
If they really are broken, I want to smash them myself with a hammer, I really don’t want the satisfaction of a partial refund for a few euros.
Thanks again to everyone.
actar80
·2 years agoI understand your disappointment, I would be furious too, my advice is to avoid selling items like this here that can be declared not working, better use sites without restrictions and do hand delivery, of course the chances of selling will be much lower but you won't have similar problems.
daxsisko
·2 years agoin short, as the person before me said, when in doubt Ebay gives the buyer “priority”, so I wouldn’t get my hopes up too much....
you can always report the buyer through the proper procedure (in case they’re a serial kind of dishonest person..... maybe it will have some effect, even if not right away.... ) ;
calling them by phone doesn’t think would solve the problem given the assumptions you mentioned and moreover it would be useless in the dispute since it’s a private conversation not monitorable by Ebay
actar80
·2 years agoMario has already replied to you; the risk of losing money and items is high.
Videos and photos only go so far, since they can be made by either side, but when you spoke with support did you point out that the buyer did not accept your invitation to make 1 video showing the malfunction of the 2 monitors?
I mean, if he has nothing to hide, what problem is there in accommodating you? By giving you proof, you could agree on a partial refund for the 2 monitors unless you want them back to repair them, but that is 1 later decision of yours.
You also have to take into account the fact that you need luck even to interact with 1 support agent who is willing to examine the case and who does not hastily brush the matter off and tell you to accept the return. Good support would ask the buyer for videos of the 2 malfunctioning monitors; in short, it would become active in handling 1 such case.
Try contacting eBay again (hoping you get 1 available and competent agent) making it clear that the buyer is not providing proof of the malfunction of the 2 monitors, and today everyone has 1 smartphone they can use to make 1 video — it’s not like 15 years ago, when you needed a camcorder that not everyone had at home.
actar80
·2 years agoI’ll add that in almost a month of use, the buyer may have also broken them or blown them out (say they have an old, faulty electrical system). Make sure to mention this and other details when you speak with the support staff.
It depends a lot on the impression the person you talk to gets, and they’re not just dealing with your case, so you need to explain it to them in detail yourself.
If, in any case, you realize that support isn’t handling the situation, you’ll have to choose between taking everything back at your own expense or agreeing (if they reply) to a partial refund for the 2 monitors that were “declared” non-working.
marioelegio
·2 years agoUnfortunately not, if you run into a rather dishonest user, it's hard to get out unscathed. You can only try to minimize the damage.
In all distance sales (on any platform) this risk exists. In case of a dispute, there is no proof (photos, videos, etc....) that can clear the seller. With payments made through the platform or PayPal or credit card, it is impossible to escape the right of return and refund and, in the case of a claim for non-conformity, return shipping costs are always the seller's responsibility.
If you leave the decision to eBay or PayPal or the credit card provider, they will force you to refund, completely disregarding the return. In these cases you would suffer a double loss, losing both the money and the item.
ciao
mario