Return request - what do you think ?

[beyondfirstbase]

Buyer said item doesn't work.  

This was delivered eight days ago. Buyer has nine feedback from a 2013 account. Has feedback twice this year from for a warranty purchase and the other from a China seller. Their previous purchases are from mostly foreign sellers, over the years. Buyer's shipping address is located in USA.  My listing does show the Ser # - I did notify the buyer about down trees on my road and that it would ship out the next business day (which it did), the buyer did write back with this email to me:

'No worries Just as long as this works when we get it Lots of childhood memories to relive'

Buyer sent multiple emails to me, where I responded back quickly to each and buyer would respond to each one back within 1-2 minutes, execpt when I asked the buyer if this arrived damaged, buyer hasn't responded to this email from me thus far.

What steps do I take from this point on to protect me? 

[kensgiftshop]

If the buyer has filed an INAD and you want it returned before refunding, accept the return and pay return shipping.

[ms.rodriguez*]

Tell the buyer to open an item not as described case and then you will send a shipping label and they have to print the label and return the package. Once you get it, you will do a refund.  It's possible that the buyer  is just fishing for a partial refund or a free item.  Have them open a case.  Then YOU decide if you issue a shipping label for the itemto be returned. If the item is cheap or it will be useless for you to resell, then go ahead and give the refund.   Tell the buyer to toss it out after you refund.  Make sure that you refund.

Unfortunately, one a buyer opens an item not described case, sellers can't fight it.  But if this buyer is a scammer and does this a few more times, eventually ebay revokes their MBG. 

[vintagecraze50]

Immediately respond with an acceptance of the return and pay for the shipping label for the buyer to return it. If they are fishing for a partial refund etc they will not return. If it is not working they should return it. This is the way you must respond to these cases whether they are true or false regarding your item.

[mtgraves7984]

What steps do I take from this point on to protect me? 

@beyondfirstbase 

I'm in the crowd who suggests that you ask your buyer to open the Return request. When they do, approve it (which will generate a return shipping label), but do not refund until you get your item back . For what it's worth, I find that if an item sells once, it will again. Get your item back to relist for the right buyer. Good luck.

[beyondfirstbase]

Thanks for the help.

Does it make any difference that I supplied pictures on the listing showing the item to be working ?

[stainlessenginecovers]

No as those pictures can easily have been altered or of another similar item so pictures and video is NEVER accepted as any proof. 

I would wait until the buyer opens a return, I would NOT tell him to 'open' a return'. 

[lakefor94]

I never tell them to open a INAD return case. If the buyer sends a negative inquiry about a product I sold them, I roll with, "Sorry to hear you are not pleased with your purchase. Please return for refund." 

Just throw the ball back in their court and wait.

[mr_lincoln]

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@beyondfirstbase wrote:

Thanks for the help.

Does it make any difference that I supplied pictures on the listing showing the item to be working ?

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@beyondfirstbase   No, eBay could care less what pictures or videos or any other evidence Sellers supply since they will normally side with the Buyer regardless of whether or not the Buyer is lying.  I am with the group that suggests that you message the Buyer and tell them to file a return, nothing more, don't argue any points.  Then wait.