Request tracker return

[gtech10]

Hello, I’m hoping someone can offer advice. I sold a dog tracker brand new sealed in box. The buyer has opened it so it’s no longer sealed and is now requesting a return and refund. They have stated it does not fit and have send me 5 messages in the past 12 hours about how cruel it would be to use the tracker and that it is bigger than their dog. It’s just a normal dog tracker from a well known brand. What are my options? I am concerned that I will receive back something different than to what I sold perhaps a broken tracker but either way it’s now unsealed so worth less. Can anyone advise? Thanks! 

[missdollydaydream]

You are registered as a 'private' seller and so you do not need to accept change of mind returns. In any case, they can no longer return the item in the state they received it.

[gtech10]

Thanks for taking the time to get back to me. That’s really helpful. So can I safely decline the return without eBay forcing me to refund? Thanks again, Teresa

[therenewalworkshopltd]

A buyer has every right to open and inspect an item before returning it.

So just because they have done that, does NOT mean that they cannot return it.

@gtech10   Be aware, that if the buyer has not yet opened a return and understands the system, they are likely to open an INAD return instead.  Which will mean, that you have no choice but to accept it.
So I would suggest, that you simply state to the buyer that you won't accept a return for the reasons that they have given.  Then stop communicating further, other than maybe restating the same thing again.

[style_wise]

To add to good advice received, do you know can add this Buyer to your Blocked List? You can also set up this list so people on it can not DM you.

Of if you want to just block them individually, within each message you can use the ... icon to tell eBay their message is 'unwanted' (or if it breaks any eBay policy). This should stop the intrusive emailling. Personally I would just direct message once. If actual Case is opened and demands a response, I would reply there. Keep everything brief and factual - write it as if eBay are reading it because Customer Service may have to step in later. Good luck!

[gtech10]

Thanks for that, that was my worry. They have opened a return and as far as I can see it’s “does not fit”. Which I would be absolutely fine with if it was a pair of jeans but it really doesn’t apply to the item. 

[gtech10]

That’s helpful, thank you! Yes the messages are slightly strange and frequent. I have replied once stating I’m at work and will get back to them this evening. I will decline and block. Thank you. 

[therenewalworkshopltd]

Hmm, does not fit works.  Different dogs have different size necks/wherever it fits!  So it is quite feasible that it doesn't fit.
That however is likely to be something that they have written.  What is the Ebay reason for the return?

And btw, I didn't say block them, just not to answer them any further other than the same reason.

[suelel1968]

Hi, I'm not here to make you cross, but I think you are better to accept the return. It was over £40 to the Buyer and times are tough and we all make mistakes. 

The buyer had to open the box! When ever I have sold a new boxed item, usually unwanted competition wins, I always opened the box and photographed the contents and said, only opened to check the contents.

Yes, the buyer could have done more research or she could have gone to a business on ebay or  Am*zon or Ar*os with the option to return. 

It will cost you nothing to agree a return unless she does a not as described case, in which case you will pay postage and refund her initial postage. Work with her!

Private sellers need to understand that most buyers don't understand the ins and outs of eBay, to be fair most sellers don't either. Imagine how you would feel £40 down and pig sick that you didn't read the small print. We've all done it. 

So you can lose about £7 quid on postage, or lose nothing and when you get the item back resell it for a few pounds less. For me it would not be worth the bad feedback. JMHO

[simplyessential_uk]

A buyer has every right to open and inspect an item before returning it.

So just because they have done that, does NOT mean that they cannot return it.

You are incorrect - This is a private sale , a buyer does not have the same rights under DSR unless it is faulty or INAD - Yes the buyer can open an INAD and get a free return or say its not working and the seller would have to accept it - This is a change the seller would have to weigh up.

but I agree with your reponse "simply state to the buyer that you won't accept a return for the reasons that they have given.  Then stop communicating further"

[therenewalworkshopltd]

The fact of the matter is, that neither the buyer, nor the seller have the same rights.
But it is far from unreasonable to inspect an item by opening it, before requesting a return as private individual.  
The other side of that of course, is that a private seller should not be selling an item as brand new!
Once entered into the retail chain and bought any warranty is null and void in the vast majority of cases.
So it is second hand, whether opened or not.  
So technically, the buyer has the right to return it as it is no longer brand new, or in other words, not as described.

[simplyessential_uk]

I think you are confusing what you "think" should be correct and what is "actually" correct.

OP is a private seller and therefore the DSR do not apply for "does not fit" - now if OP put the measurements in or mislead in anyway - that is a different matter but the OP was asking what he can do - Of course tell him your opinion, pros/cons of each choice BUT dont mix that with what is actual fact and what he can do re Ebays T&Cs.  Seller clearly put Brand new in box - which is correct - If it wasnt then private sellers wouldnt be allowed the option of new as its technically second hand - but that is completely irrelevant to the matter of the return.

[therenewalworkshopltd]

No, I'm not confusing it at all.

But I'm not going to continue a pointless argument, as you clearly have your own opinion on this as well.

And since when, that just because Ebay allows something, makes it correct?
If that where the case, then we would not be seeing the many sellers selling food as a private individual!

[simplyessential_uk]

What an odd reply - Clearly you are not cut out for giving CORRECT advice to buyers - This is not my opinion but facts according to Ebays T&C - regardless of whether you think its right or not.

You are now getting in to the arguments of business sellers masquerading as private sellers - a long standing complaint of many Sellers on these boards but again nothing to do with this post.  

[gtech10]

Thanks for all your advice. I decided not to refund however the buyer escalated to eBay and they refunded anyway. I wasn’t particularly bothered by the return I wanted to protect myself from receiving back a faulty tracker in place of the brand new one that I sent which, given the content of the barrage of messages I received over the period of 12 hours, was a definite possibility. 

[4_bathrooms]

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@gtech10 wrote:

Thanks for all your advice. I decided not to refund however the buyer escalated to eBay and they refunded anyway. 

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There are two types of return on eBay; remorse returns - where the buyer has changed their mind or ordered the wrong item - and "item not as described" (INAD) returns. Private sellers can choose not to accept remorse returns but all sellers have to accept INAD returns.

"Does not fit" is almost always a remorse reason for anything other than vehicle parts. However, the type of case you were dealing with sounds like it was an INAD case. If you go into the case details there should be a "Reason" (in grey text) with the actual reason chosen by the buyer directly below it in black text. What specific reason did the buyer select for opening the case?

[*vyolla*]

I also would've declined a 'does not fit' return.

There are measurements for the tracker on your listing.

If it doubt, your buyer could've checked Google or the Tractive website, both of which give the same measurements.

If it doesn't fit his dogs collar then he should've done his homework first to find out what Tractive model he needed. 

[4_bathrooms]

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@*vyolla* wrote:

I also would've declined a 'does not fit' return.

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It doesn't sound like the OP had the option to decline; this sounds like an INAD case.

My gut feeling is the buyer chose "Doesn't match description or photos" or another INAD reason but stated the item didn't fit in the message box. If that is the case this might be appealable.

[*vyolla*]

Ah, yes, @gtech10  should definitely appeal eBay's decision. Considering the measurements are clearly displayed on the listing and the item wasn't sent back in the same condition etc I'd say they've strong grounds there.