Return request buyer
Good day,
I sold a flawless smartphone, and 3 days after delivery the buyer gets in touch and sends a photo of massive scratches on the display that definitely weren’t there before. I can prove that with photos too.
In my opinion, it can’t be a shipping damage either. The buyer now wants a return or a price reduction. how should I respond? I only have until today to react.
Best regards
13 comments
cdeals158
OP1 month agoThanks, I have now offered 15 to handle the matter on my end
oskar_der_wikinger
·1 month agoHello @cdeals158
has your buyer already reported a different item through the system?
Then you should definitely provide him with a return label, and when the phone is back with you, check whether it’s even yours.
You did save the device data, right?
If eBay has to intervene, it can happen that they arrange a refund for the buyer at your expense, and you lose both, the phone and the money.
cdeals158
OP1 month agoYes, I strongly assume that it’s mine, but it can’t be at my expense, since I can prove that the phone was in perfect condition when it was shipped. If I take it back now, I’m stuck with a damaged device and no cash
oskar_der_wikinger
·1 month agoI don’t want to accuse anyone of anything right now @cdeals158
but if you read through the community, you’ll notice that damage is often reported in order to push the price down afterward.
Did your buyer get in touch with ideas about a price reduction?
cdeals158
OP1 month agoYes, he wants a 30 euro discount because of the damage. I’m actually not willing to accept that
kometenhuhn
·1 month ago · EditedHow high was the sale price achieved, and has a return already been opened?
cdeals158
OP1 month ago · Edited270 and yes, it was opened by the buyer
kometenhuhn
·1 month agoIn a case like that, you have to weigh things up. Maybe also check the buyer's profile once, what has he bought, what has he reviewed - possibly the same phone? Is he possibly selling multiple smartphones?
You can also say, I offer 15 € or take it back. That's up to you. But you do have to respond on eBay. Either agree to a partial refund, or take it back.
If the item is sent back, you have the option to file an appeal if the item does not match the one you sent. But then maybe it's better to post here again and get someone from eBay's advice, as appeal decisions are often made by AI.