Verifying use of software.

[BigBronco]

Recently I sold a sealed Microsoft Office on eBay. It was factory sealed. It is getting returned by the buyer stating the code was no good.

To be certain the buyer did not load the software and register it then return it for a refund, thus getting it for free. Is there a way I can verify when it was registered? I have sold a total of three and no complaints from the other two.

[Mute]

You'll probably have to contact Microsoft if you have the code.

[Bako88fanjr]

Definitely contact Microsoft and ask the buyer for the code.

Sent from my SM-N986U using Tapatalk

[BigBronco]

He is returning it. If I can prove the buyer loaded it I can refuse the refund.

[vino68]

Such software sales are usually final.

[freespool]

Definitely insist the buyer give you the code, and send you a picture that clearly shows the code comes from the box you sent him.

I've been able to get some information from Microsoft about rejected Windows license keys in the past. Don't know if they will give you enough info to satisfy your eBay dispute, but it's worth a try.

This always seems tricky when selling software keys. One way you see some sellers trying to avoid your problem is to list working items, even new items. as Not Working, For Parts, but describing or implying that the item is working as expected. Not sure how well that would translate to a software listing. While I find eBay to generally be pretty fair about disputes, I have no idea how they treat disputes over such listings. Generally my experience is that you can over-promise for a Condition category, and they will hold you to that promise, but you are pretty constrained from using the description to undercut the chosen Condition category. The classic weasel move is selling something as Used, but claiming you haven't tested it, and thinking that will protect you from a claim when the buyer finds it doesn't work or is broken in some way you didn't disclose. I guess none of that really helps you here.

The only other way to protect yourself, and I've done this, is to open the item and verify the key either before listing or after sale, recording the verification chat or call. If you intend to do it after sale, you should disclose that in the listing terms. A listing that says an item like Office has been opened for verification, but never activated, should be as attractive - maybe more so - as a sealed item (simply because it's sometimes possible to open software and get the key without the opening being obvious). Since this was a mainstream product like Office, I'd hope eBay would take your word for it on the basis alone that it was sealed, if your pictures clearly show zero evidence of tampering, and also zero evidence of it being a counterfeit.

It's too bad you caught a bad break. I've found most selling on eBay to be pretty problem-free, though some categories are worse than others. Another reason to sell locally for cash, though that usually means lower price. I still think eBay can be used without too much risk.

[Dragunov]

He is returning it. If I can prove the buyer loaded it I can refuse the refund.

That's going to be VERY difficult, if not impossible to do.

[freespool]

If you think there's a chance you can convince eBay that the buyer is cheating, I'd call them prior to authorizing the return (insist on physical return before refund), register your concern that the buyer is scamming you, and tell them you intend to dispute it, but may need to wait for the item to be returned and have some time for investigation afterwards. They seem to have moved to considering the shipment tracking delivery confirmation to be the triggering event for distributing the refund. In my experience, once the buyer has their money back, eBay won't do anything about your loss. See if you can get them to withhold refunding the buyer until you can respond to your counterclaim that the buyer is scamming you. It's odd that if you owe someone a refund, eBay can reach into your funds (used to be PayPal, now they bill you directly) without notice or approval and refund a buyer, but for the reverse. they will tell you they can't access the buyer's funds.

[HecklerNKoch]

You're definitely not going to be able to prove that the buyer activated the product using the license key. Absolutely not. Even if it was theoretically activated, you will not be able to pin it back to the buyer without some serious forensic work. And Microsoft cannot help you in that regard.

Because this is a Microsoft Retail product, even if the buyer states that the product presents him with an error in activation, a phone call from you or the buyer to Microsoft can validate the activation by phone.

[BigBronco]

You're definitely not going to be able to prove that the buyer activated the product using the license key. Absolutely not. Even if it was theoretically activated, you will not be able to pin it back to the buyer without some serious forensic work. And Microsoft cannot help you in that regard.

Because this is a Microsoft Retail product, even if the buyer states that the product presents him with an error in activation, a phone call from you or the buyer to Microsoft can validate the activation by phone.

A date of activation could though circumstantially indicate it was activated during the time frame he was in possession of it.

[SkyHawk]

That's going to be VERY difficult, if not impossible to do.

This ^^^

Also note it is possible that the buyer tried to use the code against a copy of Office he already had installed and it did not work. If the buyer had previously installed a copy of Office from another channel like enterprise volume, OEM, Edu, home use etc - the retail key would not activate those. The buyer would need to uninstall and remove all traces of the previous copy before installing the retail copy and then using the retail key.

[cyphr02]

[HecklerNKoch]

A date of activation could though circumstantially indicate it was activated during the time frame he was in possession of it.

Say that Office Product Key is "out there" ... every day will timestamp a date of activation.



But it's Retail - in can be re-validated.


Keep pushing your claim to eBay/PayPal that opened software that contains a product key cannot be returned.


Tell the seller you would be happy to point him the way to validate the activation.

[HecklerNKoch]

A date of activation could though circumstantially indicate it was activated during the time frame he was in possession of it.

Eh ... I'll be charitable ... benefit of the doubt ... the product key could have been generated unbeknownst to you or the seller.



Here is what Microsoft can do ... depending on the year-product ... they can easily see if an end-user logged-in using their Microsoft account and tied in the Office product as their subscription. It would very easily show that (depending on the year-product). Would they be willing to disclose the email address involved is another story.

[BigBronco]

After doing an online chat with Microsoft support. Then uploading a .JPG of the product Key to a link they sent. I was told the Key was unused and valid.

I am good to go unless if as cyphr02 stated ha can install after the refund. However my wife does not have office and we are installing it on our PC's before we refund, thus killing the code.

I have others we were saving for ourselves.

Edit, Oh the MS tech said it would work as a renewal.