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I sold a new old stock electronic on eBay and the buyer claimed it was defective and sent it back. The item was brand new and sealed in the original packaging. Their account was brand new with zero feedback. The item was an old walkman with headphones. I got the original walkman back, but I don’t think I got the original headphones back. I am seeing signs of use on the headphones (not to be gross, but earwax stuck in some of the speaker holes and dirt in tight spots). One side of the headphones doesn’t work very well.
I offer free 30 day returns, so I can withhold the original shipping and deduct up to 50% of the return. I have never had to do this before and I am wondering if I should move on or actually utilize this feature?
Thanks for any help!
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ebay’s guidelines:
<div class=”title expand” tabindex=”0″ role=”button” aria-expanded=”true”>Refund deduction guidelines table
</div>
<div class=”” aria-expanded=”true”>
<div>
<table class=”standard”>
<thead>
<tr>
<td>Condition of return</td>
<td>Refund deduction guidance</td>
</tr>
</thead>
<tbody>
<tr>
<td>Excellent condition:- Unused, undamaged, or unaltered
- All items included in the original package
- Factory or vacuum seal must not be broken/opened (if applicable)
- Original tags included & attached (where applicable)
- Must include provided certificates of authenticity, grading, or appraisal
</td>
<td>No deductions</td>
</tr>
<tr>
<td>Good condition:- Missing original packaging
- Factory or vacuum seal is broken/opened, but the item is still in its original condition
- Original tags included but unattached
</td>
<td>5%–10% deduction</td>
</tr>
<tr>
<td>Fair condition:- Missing parts
- Some signs of wear or use
- Item has been installed
- Item has been registered or user has not logged out of the device’s account, and it cannot easily be set back to factory settings
- Original tags missing
</td>
<td>15%–30% deduction</td>
</tr>
<tr>
<td>Poor condition:- Significant signs of wear, or significantly different than how it was shipped to the buyer
- Missing essential parts
- Item is damaged, scratched, defective, or requires service or repair
- Missing provided certificates of authenticity, grading, or appraisal
- Opened items that cannot be resold (perishables, liquor, makeup)
</td>
<td>35%–50% deduction</td>
</tr>
</tbody>
</table>
</div>
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Is it defective like the buyer claimed? Most of the Walkman units I come across are broken these days due to the nature of the internals not standing up to the test of time (belts, plastic, etc.)
If the unit is defective, as a buyer I would expect a 100% refund with no deductions, and as a seller I would issue it in full after receiving the item back and confirming its condition.
If the unit isn’t defective, I would apply the maximum deduction to the refund and contact eBay in an effort to get more of the cut back.
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Just thought I would give an update:
I tested the walkman extensively and it works perfectly. My suspicions about not getting the original headphones back was correct. Through a series of messages, the buyer admitted to sending back the wrong headphones. They opened the item, took the new headphones, and sent back their old broken headphones. I have since issued a 50% refund and withheld the original shipping cost.
I have been selling full time for 2 years now and this is the 3rd time someone has made a scam attempt. I wish I could recoup the full value of the item, but at least I got 50% back.
Thanks for the help everyone!
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