eBay Item Sold Now Buyer Wants a Refund

sagrules on 10/12/2015 - 15:35
Last edited 10/12/2015 - 15:36

Hi all,

I sold an item on eBay recently that I got given as a gift. However Since the item did not contain the original packaging I assumed all necessary parts were included. Now the buyer is requesting full refund using missing parts. The item is a fit bit and I included the usb charger with it. It is apparently missing a wireless dongle. I didn't include this in the pictures on eBay listing or in item description. I have 100% buyer feedback and concerned this will impact my rating. I have a few days to resolve the issue. Please give me your thoughts on what I should do. I am considering buying that dongle and sending it to the buyer as compromise.

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Comments

  • barginhunter11 on 10/12/2015 - 15:42
    +7

    If you listed as new or brand new. Paypal and ebay will rule in the buyers favor.

    They are required to send back the stock. But this can be at your cost too.

    Maybe a dongle to replace is the easiest option

    If listed as used.. you maybe able to get away with it as it wasn't pictured

    • lplau on 12/12/2015 - 12:56

      Depends on how you listed your item.
      It should say if return is paid by who.

      Also Paypal now pays for return postage up to a certain amount per year. So the customer can easily claim that instead.

  • Mikinoz on 10/12/2015 - 16:03
    -1

    There is a big difference between new and brand new in box, sometimes the buyer makes mistakes not asking questions and making an assumption. Sometimes the seller makes mistakes describing the item. Really depends on the listing. Also this is the problem with their feedback system and why I choose scumtree.

    • [Deactivated] on 11/12/2015 - 20:18
      +3

      While technically speaking "never used" could be considered the same as "new", that is still critical information to put in the Description. If you just say new, it implies new in box never opened.

      • lplau on 12/12/2015 - 12:58
        +1

        I think this case hinges very much on what he set up the item condition.
        New: Never Used - A new, unused item with absolutely no signs of wear. The item may be missing the original packaging, or in the original packaging but not sealed. The item may be a factory second or a new, unused item with defects. Please see the seller's listing for full details and description of any imperfections.

        Brand New - A brand-new, unused, unopened, undamaged item in its original packaging (where packaging is applicable). Packaging should be the same as what is found in a retail store, unless the item was packaged by the manufacturer in non-retail packaging, such as an unprinted box or plastic bag. See the seller's listing for full details.

        http://pages.ebay.com.au/help/sell/item-condition.html

        Also if you have a good enough reason, Ebay can reverse an unreasonable bad feedback.

  • pyramid on 10/12/2015 - 16:07
    +5

    You assumed that it has got all parts and you listed it as new. Now with fitbit, if you don't have dongle, there is no use of it as far as i know. I guess better to send him dongle and end the story.

    • Scrooge McDuck on 10/12/2015 - 22:53
      +1

      Now with fitbit, if you don't have dongle, there is no use of it as far as i know.

      See here.

    • cnrmlj on 12/12/2015 - 15:27

      I have a fitbit and never used the dongle and it works fine. I do remember the dongle but it is still in the box.

      • MrFrugalSpend on 13/12/2015 - 16:35
        +3

        Perhaps you can sell it to the OP!?! :p

  • Cave Fire on 10/12/2015 - 16:08
    +2

    Link to the completed auction would be helpful. If you used a product code in the listing or model name and that product usually has the missing parts, you could assume the dongle was a part of the deal. But if you listed out exactly what parts you are including, then thats all your auction is for.

    • pyramid on 10/12/2015 - 16:10

      I agree, OP should put more information here. Whatever he has written here is half cooked to me.

  • 55 Beetle on 10/12/2015 - 16:22
    -2

    Difficult with eBay when a new item must be unopened too.

    I have a few items that are unused but opened but I have to sell them as used.

    I know you can put unused in the description but it isn't the same.

    • tomorrows_angel on 10/12/2015 - 17:02

      I've had this happen to me too…

      • zolinger on 10/12/2015 - 18:55

        Did your friend send bikies to the buyer's place?

        • ankor on 11/12/2015 - 22:36
          +4

          The buyer was the bikie..

        • zolinger on 16/12/2015 - 13:17

          @ankor: Dont think bikies bother with mobiles… if anything itd be bike parts

      • highwind on 10/12/2015 - 19:12
        +3

        I wonder if taking a photo of what you are sending, including serial number and so forth, would be acceptable to prevent this sort of thing

      • tomorrows_angel on 10/12/2015 - 21:54
        +1

        In my case it was an appliance and they obviously used mine for parts and swapped out the parts… So serial numbers wouldn't help.

        • Henryneko on 12/12/2015 - 10:20

          Seriously??
          Goodness how can people do such things?
          Wow…

        • King Tightarse on 12/12/2015 - 17:25

          @Henryneko:
          Ebay make it super easy to scam for buyers to scam now. They almost encourage returns. The "Return This Item" button is right at the top of the drop down list next to any bought item as if it was the simplest and most normal thing in the world to do.

    • ChillBro on 10/12/2015 - 22:54
      +11

      Then get that phone imei banned. It's the least you can do if PayPal isn't cooperating.

      • ninetyNineCents on 11/12/2015 - 15:21
        +3

        Get Apple to ban it as well.

      • ankor on 11/12/2015 - 22:37
        +1

        Yeah brick that (profanity) shit.

      • lplau on 12/12/2015 - 13:02
        +1

        If they are pros, they will just export the phone to another country and sell it there.
        As far as I know IMEI bans are only relevant in the country that the ban has been made in. E.g. Australia.
        The phone will still work elsewhere.

  • ozhunter on 10/12/2015 - 16:59
    +3

    It is apparently missing a wireless dongle.

    Is it though? Look up an unboxing video and show it to him if there is nothing missing.

    It's not really black and white. If you sell something new like a phone and it doesn't include the accessories, it would be better to emphasize that it is the phone only and no accessories included. LIkewise if it's not in the original packaging, sealed or box has been opened, it's always best to clearly state it.

  • cypher67 on 10/12/2015 - 17:05
    +8

    Just send them the wireless dongle, if I bought an item as new I'd expect it to include everything it would as new unless it specified that it wasnt included. If you were the buyer you would be doing the same thing.

  • sagrules on 10/12/2015 - 17:25
    +1

    I have offered to send them the wireless dongle which I still need to purchase and awaiting their reply. However They have already opened an eBay case. To complicate things I am also overseas at the moment.

    • barginhunter11 on 11/12/2015 - 08:33
      +1

      I had a case open while i was overseas. in the dispute comments i made my claim and the buyer waited till i got back.
      By the time i got back it was sorted

  • Cheeper on 10/12/2015 - 17:51
    +19

    An opened item with components missing is "not new".
    The missing part should have been mentioned in the listing.
    Refund fast and apologise to the buyer.

    • sagrules on 10/12/2015 - 18:07

      I have never used a Fitbit before so I didn't know it was missing any items until after it had already been sent and brought to my attention. It was given to me as a gift in the same way as I sold it - no packaging. Photos showed what was included with matching description.

      • [Deactivated] on 10/12/2015 - 18:18
        +21

        Weird that someone would give you a gift without its original packaging lol.

        • Scrooge McDuck on 10/12/2015 - 22:41
          +3

          Did it have blood on it OP?

        • anonymous01 on 12/12/2015 - 23:50

          May be the person who bought it from him on eBay is the same person who gave it to him as a gift, so he can buy another one and give it as a gift to someone else too.. May be that person buys cheap stuff from eBay and gives as gifts… woah!

      • pyramid on 10/12/2015 - 19:53

        OP - I don't trust your story anymore….so do you care to put link of your ebay listing?

      • Scrooge McDuck on 10/12/2015 - 22:39
        +4

        It was given to me as a gift in the same way as I sold it - no packaging.

        Have you asked the gifter if they have the wireless dongle?

      • RocketSwitch on 11/12/2015 - 15:32

        I usually research what I sell on eBay to see what it should include before I sell.

        Fortunately, you can get out of it if you listed what they get in the listing. If you said Fitbit and USB charger, you're fine as you didn't state anything else.

        If they assumed it should come with it, say to PayPal, my listing didn't say it included it.

        If they get you on the new, state what's on eBay:

        "New: Never used

        A new, unused item with absolutely no signs of wear. The item may be missing the original packaging, or in the original packaging but not sealed. The item may be a factory second or a new, unused item with defects. See the seller's listing for full details and description of any imperfections."

        This fits your item, but you can cover yourself by stating this bit, "See the seller's listing for full details and description of any imperfections."

        However, if you want to keep 100%, not much you can do here, might as well comply with the buyer, I would ignore it and when they give you a negative or neutral feedback, you can rebut with your own.

      • rodinthink on 13/12/2015 - 21:25

        Someone got tricked by gifter. lol

  • sparkles on 10/12/2015 - 18:15
    +4

    It's useless without the little dongle, you should either give them a refund or source them a genuine dongle. Appear to be $24.95 on the FitBit website.

    If I was a buyer I'd be annoyed, but can see how it might be an easy mistake to make as a seller if you had never used this product. I sold a FitBit and the buyer claimed the cable was missing. It was brand new, still sealed. They hadn't opened the box up.

    • cnrmlj on 12/12/2015 - 15:29
      +1

      No it isn't. The dongle for my fitbit is still in the box.

  • [Deactivated] on 10/12/2015 - 18:17
    +2

    However Since the item did not contain the original packaging I assumed all necessary parts were included.

    This sentence confuses me.

    Was it in its original packaging or not? I find it odd that you'd simply assume everything was included / nothing was missing when you didn't have the packaging to confirm it. I'd be quite the opposite and be more likely to assume everything was included if it was still in its original packaging, and you knew that no-one had used it before.

    • Scrooge McDuck on 10/12/2015 - 22:45
      +1

      I think OP meant:

      The item did not contain the original packaging, but I assumed all necessary parts were included.

      The capitalisation of the second word "Since" suggests it was an edited in afterthought…

  • mrham on 10/12/2015 - 18:20
    +3

    From the official website: "The wireless sync dongle is the small USB device that comes with all Fitbit trackers except the Ultra and Classic".

    Better check if it's an Ultra or Classic.

  • scrimshaw on 10/12/2015 - 18:27
    +4

    If you want 100% feedback and you want to keep it that way, the only recourse I see is to either give him a refund OR source him a wireless dongle.

    You can do that by buying dongle off somebody else or some website online and having it shipped to the buyer's address instead of yours, and then emailling the invoice to the buyer so that he knows you're replacing the missing dongle. You can also do this while you're overseas — no sweat.

    In any case the buyer is free to leave you a negative feedback if he/she is having a bad day. There's nothing stopping him from doing so, even if you refund him! Sounds unfair, but that's ebay's rules and you have to play by it.

  • Elnato on 10/12/2015 - 19:01
    +2

    The Best thing to do is contact the buyer and see what they'd prefer, you might be able to give a partial refund for the wifi dongle, the buyer has full control over feedback as well unfortunately so be careful

  • SnakeDoctor on 10/12/2015 - 19:14
    +5

    For the record, a fitbit is not necessarily useless without the dongle as you can sync it to a smartphone/tablet if it has Bluetooth 4 LE.

  • oscargamer on 10/12/2015 - 20:05
    +3

    refund and relist

  • whodidthat on 10/12/2015 - 23:00
    +1

    If the buyer has opened a request, there is no option to end the matter by sending a dongle.
    The whole ebay guarantee system is badly thought out.

    If he's asking via messages, I'd send the dongle otherwise pay for it to be returned and refund.

    • altomic on 10/12/2015 - 23:10
      +3

      This , and apologise profusely and openly admit your ignorance.

  • DeafMutePretender on 10/12/2015 - 23:49
    -1

    I assumed

    If I was the buyer, then I would think that your assumption made an ass out of not only of u but me as well. Describing the item accurately (that includes omission of important information) is the least you can do lest you be made an ass out of again.

  • alxr0101 on 11/12/2015 - 07:51

    Ebay are useless, irrespective of how accurate your listing. They ignore factual evidence and side with the buyer.

    • barginhunter11 on 11/12/2015 - 08:37

      Not always . I sold a OEM Product and a buyer complained its wasn't in retail packaging so they could re sell
      The item was new and photo's were taken of the oem packaging .

      I also won another case for a used item i was selling based on the terms i put "no returns" im my terms

      • alxr0101 on 11/12/2015 - 13:47

        Not my recent experience at all.

        Ebay's staff cannot be relied on to follow their own Rules, nor common sense.

        DEFINITELY got a dud ebay rep that dealt with the initial process, however subsequent contacts with reps ended with "nothing can be done" once the dud decision was made.

  • [Deactivated] on 11/12/2015 - 08:57

    Don't stress about the 100% rating. It comes back to 100 after a certain period. I got negged by an idiot who didn't check the tracking. His item had been sitting at his PO for six weeks. He negged me without even asking me where the item was.

  • zond on 11/12/2015 - 15:15
    +13

    I have a spare fitbit dongle sitting in my drawer. Make it useful if you or the buyer can pickup. Sydney CBD.

  • AlisonP on 11/12/2015 - 16:10
    +13

    I also have a spare fitbit dongle. Wife lost her fitbit. East Bentleigh or Dandenong. Can post it for you.

  • 0p on 11/12/2015 - 16:20
    +2

    Just in case you didn't know the dongle doesn't come with Fitbit classic and Fitbit ultra…

    What is the wireless sync dongle and how do I use it? - Fitbit Help
    The wireless sync dongle is the small USB device that comes with all Fitbit trackers except the Ultra and Classic.

  • EmCKay on 11/12/2015 - 17:44
    +2

    Still finding this a bit dodgy. Would really like the link, OP!

    • KaTst3R on 12/12/2015 - 20:40
      +1

      I wouldn't be surprise if it turns out to be a scam to get someone to send OP a free dongle out of compassion. I watch too many dramas.

  • Cave Fire on 11/12/2015 - 18:46

    Use this deal to offset : https://www.ozbargain.com.au/node/203368 And stick to your guns if your description is itemised.

  • neonlight on 11/12/2015 - 19:54

    Should have listed as unused but at least itemised things in the package. I always do this so no surprises and buyer can't argue cause they didn't read.

    Try to make a deal by partial refund the cost of the wireless thing but that doesn't mean the buyer will not give you a neg feedback

  • [Deactivated] on 11/12/2015 - 20:19
    +7

    You effed up.
    Tell him to send you the product and give him a Full refund. Don't risk a negative mark against your name or eBay getting involved.

  • [Deactivated] on 11/12/2015 - 20:24
    +7

    OP you really screwed up. Buying the missing dongle is not going to cut it, it's still a massive inconvenience to the buyer because your definition of new is "never used" while everyone else's definition is "brand new in unopened box". eBay and Paypal will side with the buyer 100%, you have no chance of winning. If you want a chance to save your rating, contact the buyer ASAP and make an agreement ASAP for a total refund, partial refund of lost value or to ship the missing piece. Just do whatever the buyer wants. If he wants to return it, Paypal offer free returns to buyers but if the buyer doesn't want to do that just pay him out $8 or whatever it costs directly using PayPal (sender to pay fees) for return shipping with tracking, and then process the refund in eBay when the item is actually received back. Then just pray that the buyer is sufficiently happy with your response that they don't leave a negative review.

    • MrFrugalSpend on 12/12/2015 - 11:22
      +1

      I don't entirely agree with this.
      Did the OP ever clarify if he listed as (1) Brand New or (2) New: Never Used? This is very important.
      eBay very clearly explains the difference between the two so that everyone is aware:

      BRAND NEW:
      A brand-new, unused, unopened, undamaged item in its original packaging (where packaging is applicable). Packaging should be the same as what is available in a retail store, unless the item was packaged by the manufacturer in non-retail packaging, such as an unprinted box or plastic bag. See the seller's listing for full details.

      NEW: NEVER USED:
      A new, unused item with absolutely no signs of wear. The item may be missing the original packaging, or in the original packaging but not sealed. The item may be a factory second or a new, unused item with defects. See the seller's listing for full details and description of any imperfections.

      Despite this, I agree the OP screwed up - it was missing parts, and looking at the definition of New: Never Used, you need to include details on the listing of any imperfections. Therefore, if it was listed as Brand New - definitely offer immediate refund as it should not have been listed as such. If it was listed as Never Used, then determine if it was clear that it was missing parts (sounds like it was not, unless you could argue about the photo, but that will definitely lead to a dispute and negative feedback), and if it was not clear it was missing the dongle, then offer a refund and get the item back, pair it with the dongle, and sell again, or list it as not including the dongle. Or as was suggested by one poster above, was it one of the fitbit models that doesn't come with a dongle? That's the only other out to explain that with a reference to a fitbit website.

      If it is supposed to have one, as for buying the missing dongle, I think that is a perfectly suitable remedy, provided it can be sourced and posted quickly and is also new. However it needs to be the buyers choice, ask them whether they want:

      a. Return product for a full refund,
      b. Partial refund to enable them to buy the dongle, or
      c. Whether they are happy to be sent a new dongle that the OP purchases.

      OP never had a complete product to sell, so these are fair options.

  • Brick50 on 11/12/2015 - 22:08
    +8

    What cracks me up is when certain sellers list items as "Brand new" then sometimes in the listing state "only used a few times"

    • alxr0101 on 12/12/2015 - 08:51

      Buy it, claim refund! Seller would wear the consequences.

  • johnno07 on 12/12/2015 - 08:50
    +8

    Thanks for perpetuating one of the reasons eBay is such a minefield - sellers having no actual f***ing idea about what they are selling. Sigh

  • A Driver on 12/12/2015 - 08:56
    +3

    I buy off ebay a lot and sell a little bit too so if I ever have an issue with a buyer I just put myself in their shoes… I know that I would be super pissed off if a key component was missing (even if the listing didn't specifically say that it was included it also didn't say that it was missing!). Just suck it up and either send them the dongle, refund them money to buy the dongle or let them return it for a full refund.

  • MrFrugalSpend on 12/12/2015 - 11:36
    +2

    OP - if you got given the item as a gift, did you ever ask the person who gave it to you what happened to the dongle?
    If it comes with a dongle, they should have it. If they know it was missing, they'd know you haven't tried to use it!!

    Otherwise, if you have little contact with the person who gave it to you, or very little was known about the product history, how can you even be sure that it is actually new?

    New never used means never used by anyone, not just never used by yourself.

    Its a bit strange someone would give you something 'new' as a gift that was no longer in packaging, and apparently missing parts.

    • Speckled Jim on 12/12/2015 - 14:10

      Its a bit strange someone would give you something 'new' as a gift that was no longer in packaging, and apparently missing parts.

      My definition of happiness: living two states away from our families.

      The price we pay is mailing gifts. Sometimes we have to modify (slightly downsize) or discard the packaging in order to fit them into the satchel.

      In such circumstances, having a component left behind is quite plausible.

  • FatBlanket on 12/12/2015 - 12:48
    +7

    As a buyer I'd expect an 'as new' item to have all the parts, if not I'd expect it to be mentioned in the advertisement. As a seller I make sure I mention every little detail and be as honest as possible.

    If you bought a PS4 that was an unwanted gift and 'as new' and it turned up without a power cable you'd be a little miffed lol.

  • fozzie on 12/12/2015 - 17:12

    Other thing you could do is partial refund,enough for buyer to buy this dongle thing.

  • musicbiz on 12/12/2015 - 19:44

    Don't be afraid to stick to your guns if you think you are in the right though. I had a DVD box set recently and they said "all the discs skipped" and wanted an immediate refund without returning the item because they claimed they were so distressed having given them as a gift. Given they were brand new I figured ALL the discs being faulty sounded odd so I said if they return it to me and the discs are faulty I will immediately return the full sale price, original postage and return postage. If they were not "all skipping" as claimed I would refund the purchase price and they could wear the postage (which would have been about $20 both ways) and I would relist. I never heard from them again.

  • Serapis on 12/12/2015 - 19:48

    Card not present transaction

    If chargeback, whether fraud or legit, merchant takes the losses. Pretty much nothing you can do, and pretty much written into t&cs by eBay when you posted the item - you are liable for any risks and losses.

    Unfortunately sort it out with buyer, take item back and suck it up or dispute, get credit card chargeback and ebay / paypal takes the money off your card with no item returned.

    Just the risk in doing business unfortunately… =/

  • Serapis on 12/12/2015 - 20:04

    For payment protection read:

    https://www.paypal.com/au/webapps/mpp/ua/useragreement-full#…

    PayPal Seller Protection Policy

    Limitations

    S5.1 The PayPal Seller Protection Policy will not apply to a transaction if:

    j.The buyer claims the item is significantly not as described;

    • King Tightarse on 12/12/2015 - 20:31

      but wait, isn't just about every second attempted PayPal or Ebay refund claim for "not as described?

  • derek324 on 12/12/2015 - 20:40
    +1

    The OP decided not to give link to the auction, and answers only some questions people ask here. Are we getting full story?

  • Hirolol on 13/12/2015 - 03:07
    +3

    These lame threads should be closed.
    Dishonest OP's not even telling the full story and crying victim.

  • Peteroz on 13/12/2015 - 15:05

    That's Ok. You need to keep it simple Remember the buyer is always right! If he wants the refund, that's ok, make a refund after he sends the item back to you. I sell lots of things on Ebay, if buyer is not happy, I always happy to make a refund, once I get the item back. Keep it simple, and move on. You find somebody else who will buy from you again, and next time be more accurate with the description. And always offer 7 days money back. I hate those, sells with no refund. Just try to be good to others. And you will be rewarded later. And please don't need to stick your "guns out" that is just a silly attitude.

    • Cave Fire on 13/12/2015 - 17:36

      It's "stick to your guns" which means staying with what he wrote on the auction.

    • ozhunter on 13/12/2015 - 17:43

      "The buyer is always right" is a silly attitude.

      Always offer money back? No

    • Hirolol on 13/12/2015 - 20:57

      Suns out guns out 8)

      I dont have guns though.. Just fat

  • goosegog on 14/12/2015 - 17:50

    Where can I get one of these FitBit Dongles on line - Haven't had anything like that for years !?! Would love a big dongle!!

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