Apparently sold a "locked" iPhone...buyer hasn't responded but filed PP claim...advice?

[Mut1ny]

So I sold a iPhone 6S and the buyer claims it was iCloud locked (I don't know how?). He agreed to pay half the $50 charge to unlock it, he got a very low price for it and said he didn't mind as he'd still end up with a cheap iPhone, then like a week later said "never mind" and just wanted to return the phone.

I told him that was OK and that I'd refund once I got the phone back. Never heard back and then two days later he starts a refund on PayPal. I've messaged him multiple times to no avail.

Yesterday he responded on PP (finally, first time he's said anything since the "never mind" part) saying he was going to send it back today. He didn't and since today was the LAST day of the refund period before it was just cancelled he has now escalated it to a full on Dispute Claim.

What should I do? Should I "Disagree with claim. I would like to provide additional information." or should I stick to "Issue the buyer a refund for the disputed amount of "$......." USD. The buyer must return the item(s). Do not select this option for virtual/intangible items or services."

Is the second choice safe? What if he sends a rock? What if the phone is in worse condition or something?

If I disagree though and it goes to someone I can lose, right? No recourse for me? Refund for him and no phone for me?

Just looking for some advice, thanks!

 

[Zoop99]

If I disagree though and it goes to someone I can lose, right? No recourse for me? Refund for him and no phone for me?

Just looking for some advice, thanks!

No.

If you choose option 2, to fight and escalate the dispute and lose the case, it just "force" accepts option 1, allowing buyer to send it back for a refund.
you being out both the item and the funds wouldnt happen unless he sends you a rock (which CAN happen albeit not that often)

Honestly, I have a few tips and tricks to win dispute as a seller that work quite well.

First of all you need to understand, to win a paypal dispute you have to stick to certain things.
You can not ever. EVER. accept item was not as described. If you express doubt... well the phone COULD have been icloud locked... i guess its possible... YOU LOSE.


SO, Firstly the phone was not icloud locked. You need to insist it was not icloud locked.
Buyer falsely said it was locked to get $50 off the item, which you agreed to. Provide proof of that.

Srovide as many screenshots and documentation as possible showing that A. he crossed the ebay 45 day return period and B. he agreed to a $50 partial refund.

Second. If it's escalated you need to CALL asap. Honestly calling makes a HUGE difference.

If you explain what's going on calmly and show what proof you've uploaded, the paypal person will very likely side with you.
If they seem even the least bit sympathetic and agree with you, have them document everything and ask them to speficially write that the buyer already asked for and accepted $50 partial refund to keep the item and is trying to take advantage of you.

So here's my way of winning these cases. A. explain your story, if the person on the otherside isnt sympathetic or says that its possible you're wrong... hang up. SERIOUSLY HANG UP. Call again.

You need a rep that hears your story and accepts it. Get them to document the dude is taking advantage of you. A REP NEEDS TO WRITE SOMETHING, anything, that is pro towards your side and negative towards his... IE buyer is taking advantage of seller, buyer is using seller as a warranty service.

Paypal LOVE this "terminology" as a means to deny buyers claims... "using dispute as a warranty service" remember that and SAY that.

NOW here's the endgame. After you call... the total time for the escalation lasts 72 hours.

DONT wait 72 hours.

Wait 24 hours from the first call, have the 2nd agent read the notes of the 1st agent (that was sympathetic) and tell them that clearly this guy is a scammer trying to screw you over and you have a great history with paypal and no escalations blah blah.

When the 2nd dude reads the notes of the 1st dude. He will likely end the case right there in your favor.

~

To summarize.

Fight it, theirs no harm if you lose he still has to send it back.

Upload what you have that shows hes taking advantage of you, CALL PAYPAL Dispute department, tell your story and if the dude is sympathetic get them to document it... if not promptly hangup and call immediately again to get another rep.

Never admit it "could" have been locked because that means it was not as described... if theirs even 1% doubt then paypal sides with buyer.

Call a 2nd time 24 hours later and ask the 2nd rep to read the 1st reps notes that hopefully will say the buyer was trying to take advantage of you.

 

[Zoop99]

I wrote that pretty quick and dirty from mobile. If you have any specific questions just ask.

In the past it was REALLY FREAKING HARD to win a paypal case as a seller...

Not so anymore.

The buyer still has a slight edge but if you say the right things and "social engineer" just a little bit you can win 99% of cases... OR get paypal to hock up the cash with "seller protection" (that is pretty easy to get done if its under 750 and you've been selling for over a year)

 

[Crosshairs]

So I sold a iPhone 6S and the buyer claims it was iCloud locked (I don't know how?). He agreed to pay half the $50 charge to unlock it, he got a very low price for it and said he didn't mind as he'd still end up with a cheap iPhone, then like a week later said "never mind" and just wanted to return the phone.

Please post a link to the sale thread

 

[Mut1ny]

SO, Firstly the phone was not icloud locked. You need to insist it was not icloud locked.
Buyer falsely said it was locked to get $50 off the item, which you agreed to. Provide proof of that.

Srovide as many screenshots and documentation as possible showing that A. he crossed the ebay 45 day return period and B. he agreed to a $50 partial refund.

I just denied the claim and provided pretty much what you said here in my own words. There's a place I can provide "files"...pictures...of our conversations...should I do that NOW or wait til it get's escalated? I feel waiting and then providing is more impactful? I dunno...either way thanks for all the help definitely!

Please post a link to the sale thread

https://hardforum.com/threads/fs-ft-at-t-samsung-gear-s2-and-box-o-stuff.1959545/

It was part of this thread that I edited to keep clean as I sold stuff. The sale was NOT here, Reddit, I just appreciate the help this section provides. I hope this isn't an issue, if it is feel free to do as you wish. Thanks!

 

[Zoop99]

I just denied the claim and provided pretty much what you said here in my own words. Now, the claim has disappeared completely right after I did this...I see NO mention of it anywhere on my PayPal...is this normal? What happened to it? Wasn't automatically cancelled was it? Thanks for all the help definitely!




https://hardforum.com/threads/fs-ft-at-t-samsung-gear-s2-and-box-o-stuff.1959545/

It was part of this thread that I edited to keep clean as I sold stuff. The sale was NOT here, Reddit, I just appreciate the help this section provides. I hope this isn't an issue, if it is feel free to do as you wish. Thanks!

EDIT: TIP, TRICKS, TROLLS is only for hardforum sales.
Am assuming your thread is about to get locked.

Let's continue this on the actual forum where it happened. Did u send a modmail on hardwareswap? Can you bump it and PM me directly. This is not acceptable behavior. I'll look into it for you.

Sometimes paypal gets glitchy with disputes, check your resolution center, barring that go to your emails, their should be a direct link their.



I went through your trade history and found your sales thread on hardwareswap ill pm u there.