Seller Protection - "Broken" Item

[DigitalFool]

First off, I went against my better judgement and sold some electronics to someone on Craigslist using Paypal. Full disclosure, I did my due diligence and researched that the person was legit, verified Paypal address and talked to him on phone. Reverse phone lookup verified address etc. I'm not exactly worried on a scam part,  however...

The buyer e-mailed today saying they received the item, but it does not power on. He said he contacted the manufacturer to troubleshoot and they said it needs to be serviced at a cost of $125. The unit itself new is $350, I sold for $300 in perfect condition. I even took screen caps of it hooked up working with the serial number, just in case they try and scam me.

Now, I paid for insurance, however, he said the box and packing material was perfectly fine. I would assume USPS would not take that claim since there is no physical damage. Electronics can be touchy, but I have no faith that claim would go anywhere.

The buyer is demanding one of two options - 1) I pay him shipping costs and he ships back and I give him full refund (I'd be out $40 and have a 'broken unit') or 2) Pay him $125 so he can get it fixed.

I'm trying to be cordial with him, but I don't want it to turn into where he sends me back a bad unit (not the same serial number), but what proof do I have? How should I proceed on this? What protections does Paypal give me? I'm assuming he'll attempt a claim if I don't take 1 of the 2 options?

[kernowlass]

Looking at this from a buyers point of view, he has received an item that does not power up.

Now it may well have done so when you sent it but it does not now.

So if he files for item received but not as described paypal will in all probability tell him to return the item to you for a full refund.

You may well get an item that does not work, but why should the buyer pay for an item that does not work either?? 

If he sends you back a different item then you can appeal the decision with paypal.

[DigitalFool]

I understand, I'm just worried about getting scammed. Feel like I'm getting shaked for money when it may in fact, work. I'm assuming he is liable for shipping charges back to me if Paypal sides with him?

I'd rather Paypal take care of it, rather than me doing it without their guidance just to ensure the process is documented. Maybe we'll work it out, just sucks. I feel like insurance is worthless these days (unless lost).

Thanks for the response.

[kernowlass]

. I'm assuming he is liable for shipping charges back to me if Paypal sides with him?

Yes he has to send it back to you at his own expense.

[ve5nick]

Hi, I have exactly the same experience before. I purchased something defective and ask for full refund+return shipping fee yet the seller refused and paypal closed my claim in sellers favor calling that item is "usable". Then I initiated  a chargeback with my credit issuer and sucessfully get my money back and no longer need to return that item. I would assume the seller will be facing a penalty for this chargeback even though he might be refuned by paypal. Similarly this probably will be the worst result for you.

You could read content on ebay money back guarantee and seller help page. There are words that "seller pay the return shipping fee" while paypal user agreement says "generally buyer pay for the return shipping fee". Therefore, who pays for the return shipping fee is usually controversial.

Choices are yours, just remember buyer will always get his money back.

[brevemike]

I have a similar situation. Perfectly working phone that the buyer claims wont power on.

Buyer filed a claim before contacting me about a return, won't send photos of the packaging to verify shipping damage, won't send photos or video of the item. Demanded $80 for repair or a full refund.

I said to send it back as paypal has already placed the funds on hold anyway.

It's now been 18 days since the claim was filed and no sign of the item or even a tracking number.

My return policy clearly states 14 days and yet paypal seems inclined to give the buyer an unlimited amount of time to hold on to the item. I'm being denied both the item and the funds.

Is there no way to escalate this further?

My only option in the Resolution Center is a radio button indicating I've received the item.