Seller able to return item when returns aren’t accepted

[danwee-82]

Just posting to see if anyone else has come across this and has tips. I sold a high value item (Rolex watch) which needed to be repaired. Stated that clearly in the listing and included photos of it being in fair condition. Lots of watch dealers offered straight away and one bought at asking. Send to authenticator who sent to the buy next day. 

Buyer now wants money off or return saying there was a scratch that wasn’t in the listing even though it was and there was a close up photo of it. As I said the item was advertised as needing to be repaired and not in new or even good condition. 

I said no and called eBay who basically said even if I didn’t misrepresent the item and marked as no returns the buyer can say it’s not as described and return! eBay are covering postage though which is good. 

I still want to sell the item but am dubious now of sellers who get the item and then try to negotiate a lower price after the sale. Is this just a watch thing? Any tips on how to avoid this? 

Thanks!

[myriad*seller]

ALL sellers have to accept returns when a buyer opens a case. 

Private sellers can only refuse "change of mind" returns but not "Not as described" returns. If a buyer opens a case, their refund is guaranteed.

What you may find is that what the buyer sends back isn't your Rolex, but you will still have to refund them

Send the buyer a pre-paid return label (Special Delivery!!) . You have 4 days after the case has been opened to issue the label. Do not fail to do this, as if you refuse, the buyer can be refunded without even returning the watch, and will be told to keep the refund AND the watch.

eBay don't cover return postage, the seller pays it. Not sure why you think eBay pay for the return label?

Wait until the buyer returns the item

Hopefully it WILL be your Rolex

If they return something different, come to the boards before doing ANYTHING or you will lose your money 

[myriad*seller]

You chose the wrong condition category when you listed 

You chose "Used"

eBays conditions descriptions state the following; 

• Used: An item that has been previously used. The item may have some signs of cosmetic wear, but is fully operational and functions as intended. This item may be a floor model or an item that has been

If the item needed repairs and did not work then it should have been listed "For parts only: spare or repair" 

[4_bathrooms]

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@myriad*seller wrote:

What you may find is that what the buyer sends back isn't your Rolex, but you will still have to refund them

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This sale went through an authenticator so it will pass through authentication again during return. The authenticator will check it is the same watch and that it is still in the same condition it was in when originally authenticated.

[myriad*seller]

That's very useful to know, and also very useful protection for sellers!

FINALLY eBay actually protects sellers! 

I wonder if the buyer realises this.....

[zoomingmouse]

I think that it would be a good idea to get some more sales behind you, of lower valued items & less scam magnet items before you sell something high value. 

Unfortunately, there are people out there who wait for a new member selling something desirable as they are very aware of how the system works & how to use it to their advantage.

Have they opened a case. or just emailed you? 

[lucy_farmer]

'If the item needed repairs and did not work then it should have been listed "For parts only: spare or repair"   '

Mind you, even that category doesn't stop a buyer wanting a return and refund if it wasn't as easy to fix as they thought it would be.....

[zoomingmouse]

It must have passed authentication to be sent on to the buyer, so why they allow a SNAD aganst the seller is beyond me, if that's what's happened here.

[myriad*seller]

Authentication only checks that it is a genuine Rolex

They don't do condition assessments

The buyer isn't claiming it's a fake Rolex, they are claiming it did not match the description which, when sold under the category "Used" means it should be working, and did not mention a scratch (which is what the buyer is complaining about). 

Not sure why they are moaning about a scratch, but maybe it is buyers remorse.

They could simply open a case for "not as described" as the watch, by OP's own admission does not work. 

Either way, the seller has to refund 

[danwee-82]

Thanks for all the responses, the watch works it just needs to be serviced/ repaired ideally. 

I’ve sold quite a bit in the US but had to do a new account here in the Uk. In the US things are actually final sale. eBay explained that because the buyer can just do a charge back, etc in the UK they let them do whatever they want!

As mentioned the authenticity guarantee is good and eBay pays for return shipping on those items. But they only check that it’s a real Rolex and not that it matches description. Will try to avoid selling to a watch dealer I think who will clearly get the item and decide it’s not worth their while if it’s not what they’re after. 

[myriad*seller]

I think you are mistaken about selling on eBay in the US

Buyer Protection applies in the US too 

This is the US Buyer Protection webpage which explains buyers can easily get a refund in the US too. 

https://pages.ebay.com/cl/en-us/coverage/index.html 

[4_bathrooms]

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@myriad*seller wrote:

Authentication only checks that it is a genuine Rolex

They don't do condition assessments

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Apparently, they do:

"If the authenticator confirms the item is consistent with the listing title, description, and images, they perform a physical authentication inspection. If the inspector cannot determine that the product is authentic, or if the product is not as described in the listing, the item won't be sent on to the buyer and they will receive their money back."

So the authenticator does confirm the item is as described before they carry out authentication. I suspect eBay has to leave INAD return reasons available in case something happens in transit between authentication and final delivery to the buyer. I also suspect eBay does nothing to sanction the buyer if they open an INAD case and the item is re-confirmed as being as described by the authenticator during return.

[plpmr]

" But they only check that it’s a real Rolex and not that it matches description."

Please the response from @4_bathrooms 

[danwee-82]

Interesting! Its already been through authentication when it went to the buyer but the person I spoke to at eBay has basically said it doesn’t matter and that as long as they return the same item and it passes authentication again I have to refund. 

[papso22]

Ebay people on the phone have no idea how ebay actually works or the policies that ebay has in place, unless they are handed them on a plate.

[dancewithadingo · Accepted solution]

Good Afternoon Dan

I agree totally with ZM. Even though you have experience of selling on the US site, to a UK prospective buyer you appear to have not sold anything and thus are inexperienced.  Get that profile and feedback score up into double figures before listing any high value items.

If you still want to sell the watch then i can recommend a highly professional auction house with a head office in Birmingham and an office in London. They are specialist watch and jewellery auctioneers with a reputation second to none. 

Yes it will cost you more in fees etc but at least you won't have the aggravation and worry of selling it yourself on eBay.  I feel that sellers such as yourself need to be saved from themselves. This is borne out by your statement of next time not selling to a watch dealer. That's an impossible ask. You don't know who you are selling to and thus can't exclude a so called watch dealer.

Should you decide to re-list you may be lucky next time or again run into unseen problems. I know which route I would take and that would be straight to a 'bricks and mortar' auction house.

Use common sense. pay more with an AH and be able to sleep at night knowing that you will not be scammed and if the watch sells you will receive a cheque shortly afterwards.

Good luck,you might need it.

[dancewithadingo]

Good Afternoon Again Dan

Just a follow up to my earlier response. I am confused and perplexed. As the watch on the listing shows as only being sold today at 1.39pm how on earth did all of this happen in the space of 90 minutes?

How can the buyer have received the watch today if it only sold at lunchtime?  What have I missed?