customer what to return non-returnable product

[dodotang99]

I sold and shipped a PC/Mac game to a customer who paid on 12/25/2016 (see the attached sceen shot).  Now the client requested a return because the game is not appropriate for a 11 years old girl. I'm willling to accept the return if the game is still in new and sealed condition even though I stated on eBay "Seller does not offer returns."  If the customer can send me back the game in original new & sealed conditoin, I can refund the customer the paid amount less shipping charge. Can an eBay specialist direct me how to do this through the eBay system?  

Thanks,

Tony

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[qsalvage · Accepted solution]

Hi Tony,

(Not an eBay Specialist). If have your listing ad does not offer returns then there is no way for the buyer to open a "Buyer's Remorse" return through the ebay system. The only return reasons that ebay will provide them is "Item not as described" or "Item not received". If the buyer uses one of these reasons you would be responsible for the return shipping cost and would be obligated to provide a full refund (including the shipping charge). This is due to ebay's Money Back Gaurentee that all sellers are required to follow even if you do not offer a Return Policy yourself. 

To prevent the buyer from accidently using one of those reasons I would suggest that you communicate with your buyer and provide them your return address. They can take the item to the post office or use whatever means to have the item shipped back to you. Indiciate that a tracking number is highly recommended and provided it to you once the item has been shipped. 

I would also make sure you receive a confirmation that the item is still new and sealed before you provide your return address and return instructions.