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Ebay Problem - Someone wants a refund. What would you do?

C

cmf21

Senior member
Sold someone a Epson scanner about a week ago. I get this email today explaining that the scanner won't scan. He would like a refund but don't know what to do. He has over 220 positive feedback with no negatives. What would you do.

The scanner arrived in good shape Thursday the 20th. Installed OK.Wouldn't
scan, I kept getting error messages. "Failure to send scan information. I
contacted Epson Tech Support. They walked me through reinstalling and
decided that maybe the USB cable was defective, but Epson couldn't warrantee
the scanner because I purchased the 1260 from you and didn't have a dealer
invoice. I purchased the usb cable and went through reinstallation again.
Same error results. Called Epson back and advised the usb cable OK. Got a
new next level tech and went through one and a half hours worth of trouble
shooting with him, still unable to resolve. They think it's a hardware
problem. Epson will go to next level of tech and call me back . Still
haven't heard from Epson, I'm frustrated and have paid out an additional
$21.00 for the cable and will have $29.70 added to my phone bill for Epson.
I want to return the Epson 1260 Photo Scanner and get my money back, less
the shipping.
 
#1 always copy down the Serial numbers of the equipment you sell and keep them on file somewhere. This will verify whether this buyer, had the exact model scanner you sold him already, and he just switched it on you to get a working model.

#2 Give him his refund. Hes got 220 positive feedbacks for a reason, try to be polite and make whatever concessions necessary until you are sure this person is a scammer. Think of how you would feel if you were the buyer and the equipment you bought didnt work.

#3 Next time you sell something on Ebay, make sure you add a clause stating that the item in question you are selling worked when you used it last, and that it is sold As Is. This way you are not as liable as you are without the clause, as item may be damaged in shipping.

Most important though is keeping a record of the serial numbers of the items you sell, so no one can pull a switcheroo on you with faulty equipment then asks for their money back.

~wnied~
 
Sounds like the guy made every effort to get the thing working and invested around $50 and a good bit of time trying. I think a refund is in order. If everything seems to work when you get it back, put it up on ebay again. Sometimes product X just won't work on system Y, and the next buyer might be very happy with it.
 
Well I shot off an email telling him I would refund his money with additional money to send it back to me. I asked him in the email if he was using Windows Xp or not because the driver that was included on the cd might not be Windows Xp compatible. My father had a Epson 1250 scanner that we could never get working with Xp because Epson never posted an updated driver for Windows Xp until a year or so after Xp was released. I asked him to try downloading the newest one. Hopefully it work.
 
I want to return the Epson 1260 Photo Scanner and get my money back, less
the shipping.
Click to expand...
This person is not acting at all like a scammer or idiot -- a scammer would not have bought a cable or called Epson, and an idiot would be demanding a full refund, ranting about being sold a broken item, and either saying "I'm going to talk to my lawyer" or "my friend is a cop."

So I'd say refund the money. If you want the scanner back, then pay the return shipping or (same effect) refund the full amount paid but have them pay the return shipping.
 
So what your saying is that if he bought it from me for $65 and paid $15 for shipping, I should refund just refund him $80 and have him send it back to me or should I send $95 to cover his original shipping cost and cover mine. I think the shipping part shouldn't be refundable since I dind't know it wouldnt' work and should just send $80.
 
Originally posted by: cmf21
So what your saying is that if he bought it from me for $65 and paid $15 for shipping, I should refund just refund him $80 and have him send it back to me or should I send $95 to cover his original shipping cost and cover mine. I think the shipping part shouldn't be refundable since I dind't know it wouldnt' work and should just send $80.
Click to expand...
Well, since he said in his E-mail to you, "I want to return the Epson 1260 Photo Scanner and get my money back, less the shipping.", it seems like he's only asking for the $65 back. Of course, it would be a good gesture to refuld the $80, and that would be my action in this situation.

ZV
 
Originally posted by: cmf21
So what your saying is that if he bought it from me for $65 and paid $15 for shipping, I should refund just refund him $80 and have him send it back to me or should I send $95 to cover his original shipping cost and cover mine. I think the shipping part shouldn't be refundable since I dind't know it wouldnt' work and should just send $80.
Click to expand...
I was saying $65 + $15 to ship it back to you.
 
He lives in Tennessee. The package was insured and arrived in good shape so I don't think it was damaged.
 
He lives in Tennessee. The package was insured and arrived in good shape so I don't think it was damaged.
Click to expand...


Just because the box is in good shape doesn't mean it wasn't tossed around. Besides, if it worked for you and won't work for him you blame it on the shipping and have them pay for it (ie: insurance)....
 
I'm frustrated and have paid out an additional $21.00 for the cable
Click to expand...
Yup, a certified Ebay purchaser. :Q
$21.00 for a farkin' USB cable. I guess this guy doesn't live anywhere near a Micro-Center where these cables can be purchased for $.99 - $1.99 (depending on the sale.)

I'd refund the purchase price to the purchaser. Since you should have the receipt, you can follow-up with Epson on getting the item exchanged. You can then sell the scanner that you get back from Epson. However, one more thing comes to mind. Which carrier was used to ship the item? I sold an item that arrived not fully working to a purchaser a little over a year ago. I used FedEx Ground for the shipping. I filled out a claim and received the fully amount of the new purchase price for the item because I had the original receipt for the item when I made the purchase. Filing a claim with the carrier might be your first step. Then, work out a deal with the purchaser so you can get the scanner back and refund him the purchase price.
 
Did you remember to lock the scanner before shipping it? On every scanner I've seen there have been at least one, if not two locks on the bottom to lock the scanning mechanism in place for shipping.

If you did not lock it I can almost guarantee the thing won't work any longer.
 
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