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Buyer opened return claim for TV — serial numbers don’t match & no evidence of fault
Hi everyone, I could use some advice on a tricky buyer situation.
I recently sold a Samsung TV (model UE32F4510AK) with returns not accepted on my listing. The buyer collected the TV in person and later messaged me claiming the picture wasn’t clear. I immediately sent photos I had taken just before collection showing the TV working perfectly on the source menu, Netflix, and Amazon Prime (all requiring WiFi, which worked fine). Bearing in mind the TV is from 2014, the picture quality is still great.
The buyer kept refusing to send me a video /photos showing the issue, despite me asking multiple times. Instead, they sent me photos of two different TVs:
- Some images do show my TV (correct serial number, clear standby picture, no faults).
- Other images are not my TV (different serial number, different port layout, and a damaged aerial port).
Which I’ve explained to him multiple times
The buyer later claimed WiFi doesn’t work, but the photo they sent shows a black TV (mine is white) with “No Samsung wireless LAN adapter connected.” That message cannot appear on my TV model, as it has built-in WiFi (proven by my own photos showing apps working).
Now they’ve opened a return request, but the reason they chose was “doesn’t fit,” which to me suggests buyer’s remorse rather than a genuine fault.
I’ve been fully cooperative and kept all records, but it looks like the buyer is mixing up multiple TVs they purchased and trying to pin faults from another TV onto mine. The buyer on collection showed me he had purchased 15 TVs that day hence why I think there’s been a mix up.
My questions:
- Am I safe to decline this return since my listing says “no returns accepted” and their evidence doesn’t match my TV?
- When and how should I upload my photo evidence (serial numbers, port layout, WiFi apps working)?
- Has anyone else dealt with buyers sending evidence from the wrong item?
Any advice from experienced sellers would be really appreciated!
Thanks in advance.
papso22
Mentor11 months agoIf there is an option to decline the return, you can certainly do that and that will be the end of the buyer's ebay claim.
However they could still try a chargeback with their funding source which, if they win, means you probably won't get the TV back.