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Buyer altered a $950 item and is requesting refund
My listing was No Returns and I don't sell a lot on Ebay.
Shipped a video switcher to the buyer and it was tested as working with the original manufacturers firmware. The buyer claims the item became defective during a firmware update. I responded within the 3 days with some suggestions and to let me know what he had already attempted. But, before I could troubleshoot the problem in collaboration with him, the buyer had a technician open the unit and replace an internal component at a cost to the buyer of $182. He stated that solved his problem. And then again, before I could work out any solutions with him, he requested a return, a return of a modified unit which I have no proof will work if returned as it did when shipped.
If I accept the return and the unit comes back materially altered or nonfunctional, I understand that I don't qualify for the up-to-50% deduction because my listing did not offer free returns/30-day returns. In that situation, what protection is available to me when the buyer materially altered the item before returning it? Will I have a potentially nonworking/altered switcher AND be out the $950? Doesn't seem fair.
I have responded that I would like to resolve the issue and have him cancel the return request. Still haven't heard back from the buyer. I have until August 24th to take some sort of action.
Advice?
