This is what I sent to PayPal; however, they determined that I have to give the buyer a full refund.
Dear whom it may concern,
Not as described - Case ID: PP-395-634-971
Status: Being Reviewed By PayPal
Transaction ID: 6PH86918GV990150L
Transaction Amount: $314.98 USD
eBay Item #: 140190819729
Transaction Date: Dec. 17
Package Status: UPS tracking # 1Z502W3R0393719130 (delivered on the 21st of Dec)
Seller's opinion:
This customer received the item by UPS on the 21st of Dec. That is before Christmas, which means the customer got the product before the holiday season. The customer could use the phone or test the unit as soon as they received it. We informed the customer that they had to contact us within 24 hours of receiving the item if the phone was not working.
In addition, we clearly stated that there would be no money back; however, we were not worried about the problem because we knew the unit was working properly. I believe the buyer should have contacted us through eBay to tell us there was a problem, because the customer purchased the item on the eBay web site. But we did not get any e-mail from her regarding this issue.
I see that the customer requested the dispute on the 2nd of Jan. The notification from the PayPal web site came into our spam e-mail inbox. We just realized that we had a dispute problem when we came online to print the shipping label today. The customer expected us to give an answer within 24 hours, I believe. The buyer could not wait for our answer to get his/her money back, yet waited more than 10 days to report a problem through PayPal. The PayPal website was not down for the last 10 days. I know it was our fault that we did not answer the question shortly; however, we did not notice there was a problem with this transaction until today.
The buyer does not know how to solve the problem online. The buyer did not want to communicate with us before escalating the dispute to a claim. We sell products that are working. We make sure that our item is good to be sold online because we do not want any problem. In addition, we do not want to waste our time and money.
The unit was in working condition when we sold it to the buyer. The customer came up with the problem 10 days after the purchase. I would not have waited that long if I got something that was not working (especially 10 days). Since we like to care about our customers, we have no problem providing service on the unit. We wish we could fix the problem and make the buyer happy. We value every single customer. Please advise the buyer to send the phone back to us and get it fixed.
Finally, the customer would not answer our e-mail through eBay.
Thank you for your time.
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