Dispute a dispute

Kia Ora gwtm33,

I can't help but wonder if your Buyer has purchased an incompatible 3D model for their device(s), have you checked the compatibly?

If you have already left a message for staff via the Chat Bot you should have received an email of the transcript, in this case you can track which stage your report is at by selecting 'My Requests' at the Top Right of Help & Community pages. - You can click into the subject line to bring the conversation up to add any new information, screenshots & request a Chat with the disputes team direct. - If you haven't left a message via the Chat Bot select 'Contact us' in fine print at the very Bottom of most TradeMe pages including your Post page - for faster assistance include you wish to chat with the Disputes Team, provide the dispute number you may've been emailed with, the Listing number or reference & attach screenshots/files of the print tests you took prior to the parcel being picked up as well as all correspondence with your Buyer so far including where you offered a 50% refund. - Once the team have had the opportunity to review your case you will hear back. - This can take some time to hear initially as the dispute winds through the usual process, normally 4 weeks at the start just to give you an idea. At any stage you can check the status, add further info' or make an enquiry through the My Requests.

You're not responsible for the shipping as this was organised by the Buyer themselves. - If you can help resolve setup instructions this is ideal however device compatibility is the first check & you are not responsible for or obligated in the case of a change of mind purchase either.

Patience whilst the dispute winds through the correct process is paramount here. - All the Best.

Hello gwtm33. 

Keep up the communication with your buyer. Perhaps the best way forward here is if you get the buyer to bring it back, they can show you the issue, or you can show them that there is no issue, and you can go from there. 

As far as the Dispute with Trade Me. Don't worry too much yet. The initial emails are all automated. As it winds through the system you will eventually get a human on board who will take a closer look. 

Hi gwtm33

Callum's advice about getting the buyer to bring it back to check is good. In my experience, too many people these days claim something doesn't work either cause they aren't using it properly OR they are trying to get it free/cheap. I always insist on it being returned prior to any refunds so I can check. Funny how the problem goes away when you ask for that