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Buyer wants to return a defective item purchased
Summary: tizianb describes a problem with a buyer who purchased an old control unit that was offered as untested and with uncertain functionality. After a month, the buyer wants his money back because the device does not work. perfect-sally explains that due to buyer protection, the item has to be taken back, even though the uncertainty about its functionality was clearly stated. Despite the note about uncertain functionality, an item must be taken back if it does not work, which tizianb sees as problematic. It is made clear that these are eBay’s policies, regardless of the original item description.
Hello eBayers,
I currently have the following problem with a buyer.
At the end of last month I sold an old lane-change control unit from a 2014 Insignia.
In the condition field I wrote the following:
“Removed from an old Insignia Sports Tourer 2014. Function uncertain. Buy at your own risk.”
In the listing itself, I wrote the following in the description:
"Whether the unit needs to be coded first or whether it is plug and play, I unfortunately can't say nor can I give any guarantee that it works. "
And a short exchange of messages between me and the buyer went like this:
Buyer: "Hello, and unfortunately you don't know whether the part still works?!"
Me: "Hello, unfortunately not. That's why I wrote it explicitly."
(At his request, I then sent him a few pictures of the item because it was about the pins on the connectors)
He then paid and I shipped it.
Now he wrote to me yesterday (21/07), almost a month later, saying it doesn't work and that I should send him his money back.
My question now is whether I would even be obliged to do that in this case.
I hope you can advise me on this.
Thanks^^
perfect-sally
Mentor2 weeks agoThe buyer has 30 days of buyer protection from the delivery date. And if they open a return during that time with the reason you specified, then you have to take it back and also pay for return shipping. If you don't do that, eBay will handle it for you and you'll get a defect on your account.
tizianb
OP2 weeks agoEven if the buyer was explicitly told before the purchase that the functionality is uncertain, and I confirmed this again when they asked?
If eBay handles it that way anyway, of course I accept that. I'm only asking because then I honestly wonder what the point is of offering items as untested or with unknown functionality or as for tinkerers, if under buyer protection you're ultimately still treated as if you had guaranteed the functionality.
perfect-sally
Mentor2 weeks agoIt doesn't help if you describe it like that. If the item then doesn't work properly, it has to be taken back or the buyer accepts a partial refund.
Many users think that if they write function not tested or uncertain, that they're then off the hook. That's not the case, buyer protection makes it possible.
If you have an item like that, then offer it as a spare part/defective item and describe the defects separately as well.
tizianb
OP2 weeks agoI can hardly describe a defect if I’m not aware of one. To the best of my knowledge, I answered the buyer’s questions honestly and pointed out to him both in the listing and in response to his inquiry that the function is uncertain.
Moreover, I did not offer the item as new or as functioning, but explicitly sold it with unknown functionality and excluding any warranty.
As I said, if eBay still handles it that way as part of buyer protection, then so be it. I just then wonder what practical point there is at all in selling unchecked used parts on eBay if, in the end, you still bear the full risk.
perfect-sally
Mentor2 weeks agoIt makes no sense at all to sell untested parts because if the part actually doesn’t work, all sellers have to take them back, whether commercial or private.
perfect-sally
Mentor2 weeks agoAnd one more thing: you were lucky that eBay hadn’t ended one of your listings and that you could sell it at all!
USK / FSK 18 media may only be shipped with age verification for 18 and over, and you had offered Hermes parcel shipping. Please keep that in mind next time, because the listings could be ended and your account could be restricted.
tizianb
OP2 weeks agoI guess I can count myself lucky there, even if that wasn’t my intention. It’s been changed now, of course, thanks for the heads-up.
tizianb
OP2 weeks agoI think we're going around in circles here. In principle, I think buyer protection is right. But then I don't see what the point of listings with "function unknown" or "for tinkerers" is at all if the seller ultimately bears the risk regardless of how they describe it.
perfect-sally
Mentor2 weeks agoWhy are we going in circles? If the item doesn't work and the buyer files a complaint, then it doesn't matter what the seller wrote in their item description. It has to be taken back. That's how eBay works.