another week, another ebay thread - but this is a good one!

glenimp617

glenimp617

glenimp617

Soldato
Joined
30 Sep 2005
Posts
16,706
so...sold a monitor on ebay

buyer claims there's a part missing (it's the little black part in the second photo, top middle, connects the monitor to the stand)

** Competitor product link removed **

ebay customer services tell me photos don't mean anything, and to refund the buyer (inc paid postage). They say sending a new monitor, getting one back which is now opened with a part missing is now my problem

tldr: use mm and not ebay

\rant - thanks for reading

p.s. going to buy an xbox one console, take it out and say the box was empty...win! <- Not really, too honest, and you know how honest people get treated
 
To be honest, I could have really gone to town with this thread. Two online chats, and two phone calls. Honestly guys, it made me so mad! some of the things they were coming out with.

The second guy actually ended the chat when I asked him a simple question.

There's simply nothing I can do
 
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First Chat
======

Noello Jr Romero
Welcome to eBay Live Chat, my name is Noello. I'll be glad to help you today with your query.
Noello Jr Romero
I'm sorry to hear that this transaction did not go smoothly as expected. Don't worry I'll be happy to look into this for you.
Noello Jr Romero
Please bear with me for 2 minutes while investigating this matter. I'll be back shortly.
glenh279
thanks very much
Noello Jr Romero
Thanks for patiently waiting.
Noello Jr Romero
Upon checking your account, I can confirm that the buyer is claiming that the item is not as described and wish to return for a refund, in this case , since I confirmed that there is no case filed , you are not obliged to refund the buyer.
Noello Jr Romero
For now , I suggest you to communicate with him and make an amicable agreement.
Noello Jr Romero
As we always emphasise dispute resolution, the first option is for you to communicate with your buyer and still try to resolve the issue with them. Often disputes involving return request are best resolved through open and honest communication between members.
Noello Jr Romero
Also, in the event that the buyer filed a request, you may want to consider contacting us back so that we can check it for you.
Noello Jr Romero
You can find more information about Returns process here :

http://pages.ebay.co.uk/help/sell/return-process.html
glenh279
we can't, he says the part is missing (there is no way that is true, the part is in the photo, it was in the box, and the box was fully sealed. There is no way it could have fallen out)....he wants to return it
glenh279
if i accept the return, i will have a monitor that no only has been opened, but now has a part missing
Noello Jr Romero
I understand that, for now , kindly consider the options I have provided.
glenh279
what shall I say to him?
Noello Jr Romero
Glen, since you are the seller, you may consider asking him more information about the item and for his refund query.
glenh279
the item has a part missing, and he wants to send it back
Noello Jr Romero
I know that, Glen, I am afraid but we can no longer intervene for this transaction as there is no case filed. Kindly consider the options I have provided.
Noello Jr Romero

Is there anything else I can assist you with, or needs clarification?
glenh279
i will have to get him to open a case, than contact you again?
Noello Jr Romero
Yes, you may consider contacting us back once the buyer open a return request and you may also ask him to open a return request for this transaction.
glenh279
ok thanks i shall do that now
Chat Session Ended, Goodbye. (5010)
 
Second Chat
=======

Vincent
Welcome to eBay live chat. My name is Vincent, I'm happy to be able to assist you today.
Vincent
Sure.I'll be more than happy to assist you with that and to better assist you. May I have the item number please.
glenh279
321776722119
Vincent
As I checked all the information here on file this is regarding the Samsung 27" Curved 1080p HD LED TFT Monitor SD590C and your buyer filed the case against you on 6/17/2015.
glenh279
yes, I spoke to Noello who said to get the buyer to raise a dispute. This has just been done
Vincent
Please be advised that you have 8 days to resolve the buyer's concern.
glenh279
?
Vincent
You may get in touch with the buyer and ask if he/she is ok for partial refund or replacement.
glenh279
im confused
glenh279
why would I offer that?
Vincent
Again, since the case is still on going you have 8 days to resolve the buyer's concern.
glenh279
sorry, im confused, how do i do that?
Vincent
That's why you have to get in touch with the buyer about this matter.
glenh279
i have
glenh279
you have read the transcript right?
glenh279
from earlier
glenh279
with noello
Vincent
Yes. I have read the transcript.
glenh279
ok
glenh279
so how do we resolve this
Vincent
In order for you to resolve this matter you have to get in touch with the buyer and ask the buyer of what he/she would like to resolve this matter.
glenh279
they want to send it back for a refund
Vincent
I do understand.
Vincent
I just want to let you know that if the buyer wants to send the item back to you. You have to assist the buyer about it.
glenh279
as you can see in the photos, all parts are there still in their wrapping. The box was fully sealed. If they send it back, im left with a monitor which has been opened, and missing a part. I am then unable to sell this
glenh279
also, I have to pay postage so not only do i now have a used monitor with a part missing, i am down £13.50
Vincent
We are not disproving the facts that the item was in immaculate condition because you wrapped it properly. We believe that you are an honest and professional seller but the item could be damaged while in transit and that is very uncontrollable.
glenh279
its not damaged?
Vincent
It is your buyer who can validate the facts if the item is fine or not.
glenh279
there is a part missing, the stand.....clearly shown in the photo
glenh279
have u looked at the photos?
glenh279
its the second photo
glenh279
the part is the black item, top middle
Vincent
Ok if that's the issue. That is the reason why the buyer wants to send the item back to you.
Vincent
Kindly consider the options I have provided.

glenh279
what options?
glenh279
there was no missing item
glenh279
have u checked the photos
glenh279
you are making assumptions which is very unprofessional
Vincent
It is just a photo Glen.
glenh279
can i speak to a manager, or someone senior please
glenh279
ok hang on a seconde
glenh279
lets say i refund the buyer
Vincent
We don't have the actual item so how can we rectify the veracity of the facts.
glenh279
whats to stop me buying the same monitor on ebay from another seller, taking the item out, and then saying its missing, raising an ebay dispute and getting a refund?
Vincent
Once you have refunded the buyer you have to ask the buyer to close the case as you have refunded him.
glenh279
im not convinced you understand whats going on, can i speak to someone else please
Vincent
I don't think the buyer would raise a claim to us if the item is fine.
glenh279
so your saying i sold a brand new monitor, with photos....then for some reason took a small part out of the box and posted it?
glenh279
why would i do that
glenh279
makes no sense!
Vincent
I fully understand the complexity of the case. I have explained everything to you.

You may get in touch with the buyer and ask if he is ok for partial refund or replacement but the buyer can send the item and ask for full refund.
glenh279
ive made nearly £70,000 transactions on ebay since 2002...i dont think i would be taking parts out for fun
glenh279
id like to speak to someone senior please
Vincent
We highly appreciate that Glen.
glenh279
i doubt that
Vincent
My Manager will tell you the same thing as what I have told you. In fact, they are the ones who taught us about the procedure.
glenh279
so i can buy something off ebay, take it out the box, say it was empty and get a refund?
glenh279
so where do we go from here. what options do i have which prevents me from losing money, and taking back something with missing parts
Vincent
Again, we don't have the actual item and we are not part of the actual transaction. It is your buyer who can check if there's a missing part.
glenh279
its a shame honest people on ebay are not looked after
Vincent
Noello told you that you have to get in touch with the buyer right?
glenh279
yep, and i have
Vincent
We believe that there's a big chance to resolve this matter through communication.
glenh279
well there seems to be a part missing, kinda crucial as without it, the monitor wont stand on the desk
Vincent
the case is still on going and I am so sorry because we cannot intervene yet.
glenh279
the part was in the box, now its not
Vincent
Kindly consider the options I have provided.
glenh279
how do we resolve this through communication?
glenh279
you havent given me any options!
glenh279
we seem to be going around in circles which is why i have politely asked to speak to someone else
glenh279
is there a phone number i can ring?
Vincent
1. get in touch with the buyer.
2.Ask if he/she is ok for partial or refund.
3. If the buyer wants to return the item you have to assist them.
glenh279
ok, so what do i do after i take the monitor back and give the refund?
glenh279
i will have an opened monitor with a part missing
Vincent
Once you have received the item back form the buyer you have to put the buyer's refund into motion.
glenh279
ok, what do i do next
glenh279
once i give the refund

CHAT FORCED DISCONNECTS!
 
what really annoyed me tonight, was on the second online chat. Vincent basically accused me of lying!

Vincent
I don't think the buyer would raise a claim to us if the item is fine.
 
toon_mad said:
It is ridiculous, oh and not to mention if ever I had to return something I had bought I had to pay my return costs myself. Ebay are basically telling you to accept the return and you fund the return bill too, it's pathetic from them.
Click to expand...

There are cases where this works to benefit the buyer, unfortunately it leads to abuse and genuine honest sellers get shafted :mad:

Note to self: Calculate how much money you have lost, and claim it back through any means necessary!

p.s. If anyone is thinking about selling a Samsung 27" curved monitor on ebay, I'd hold off for a couple of weeks
 
Logged into paypal

Balance negative, and won't let me unlink my bank account

"We're sorry, we're not able to process your request. Please try again later."
 
Hikari Kisugi said:
OP, you say you have sold £70000 worth of stuff on ebay, is this the first bad selling incident you have had?
Click to expand...

£70,000 since 2002 (buying and selling). I'm terrible at buying gadgets I want but don't need, before selling them to raise money for the next one :eek: Think I have a problem to be honest (How else do you think Gibbo afforded that Porsche)

That said, I have been through a fair few get rich quick schemes over the years like my dell laptop caddies :D that was a few grand profit

I have had a few nasties (like someone trying to steal a mobile phone from me)...http://forums.overclockers.co.uk/showthread.php?t=18595637&highlight=startername_glen8

...but that shouldn't mean I should accept it
 
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I have no idea to be honest, my thinking is that he just doesn't want the monitor anymore? There is simply no way it's gone missing.

It was there, I checked and double checked, photographed it, the box was taped up like a good 'un. Samsungs boxes don't open at the sides, the are top/bottom so it couldn't have fallen out either.
 
It's currently in dispute, so unless we can agree something within 8 days, ebay steps in and makes a decision.

He wants a refund, I will only give a refund if it comes back in the original condition (which is now impossible, missing part and everything has been opened).

I've removed everything from paypal so hopefully they won't take any money from me.

My only worry is getting a black mark on my credit file (if that's possible)
 
Eh

Considering it's an auction where people bid however much they want, how on earth can you fleece anyone lol

Unless you mean ebays full of idiots paying more than retail price for something. That's their fault not the sellers.

The only way of fleecing someone I guess is with a high buy it now price
 
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