The Seller in all cases is responsible for delivering an item as described in their ad. If the buyer contacts you with a problem, you should follow this procedure:
- You must respond promptly by telephone (if possible)to the Buyer to determine the extent of the problem.
- Problems fall into three distinct categories:
FunctionalityYou must determine which function is not working properly, and whether this was described as functional according to the ad listing.
Cosmetic conditionWhat was the AGS rating given in the ad?. Consult the description of that rating and do an honest comparison to the buyers rating upon receipt.
FeaturesIs the item missing a feature the Buyer was expecting? If so, reference your ad and emails to see how you had described it. If the missing feature was standard on the model you described, then you need to resolve this. If the missing feature was not standard, and you didn't communicate that this feature was included, then the Buyer has no claim.
- To reach a resolution you should communicate by phone almost exclusively. You must remember that all resolutions are the result of compromise on both parties part.