I have been a light seller for several years and generally have had very few issues. Yesterday a buyer opened a return request on a MIDI keyboard using the "changed mind" return option. They said had a similar product which they thought broke but found it was still functional after my item arrived. They asked me to have mercy as they have no job and they, of course, have no feedback history and a very new account (1 month).
Though my listing was marked as "No Returns" I decided to accept the return rather than risk an escalation, bad feedback or an item not as described dispute on the condition that the buyer pay return shipping. Now I almost wish that I had just tried a denial. After I accept the return I see a message in my inbox, not the return case, that states that not only did they change their mind, but that the item is also broken anyway and arrived as such so they don't wish to pay a return shipping fee. The item is quite heavy with the shipping fee equalling roughly half of the original purchase price and since my original listing was free shipping I'm already going to eat the original shipping fee. Needless to say, I have my doubts, about the item truly being broken. I tested it before shipping and it was in great shape. I fear that he is only claiming damage to avoid the return shipping. The return is already initiated under the original “Changed Mind” reason and says that he has until the 26th to mail the item. What's my move here? Should I simply state that he is responsible for the return shipping or say nothing, run out the clock and then call a CSR to close the case in my favor (if that’s even possible)? Assuming of course, that I don't receive the item. I’m just stuck here frankly.
