return requested as defect but item is not defective.

[dladen]

Curious. Sold an item.  It was used and about a month old.  It has  remote and wifi connection.  Customer is stating the unit works fine with remote but will not connect to the app.  I have provided details on how to reset the unit to allow it be discovered.  No response.  Has now opened to have it returned as a defective item.  i dont want the return but understand the policy.  I dont believe the item to be defective and dont want to pay to ship it back.  Waiting for ask ebay to step in to become available.

What is the likelyhood that ebay will side with me that the item is not defective and make the buyer pay for shipping?

What can i do once the item is received to  prove to ebay the item is not defective?

If returned, i do plan to install it and confirm it is fully functional.

[mtgraves7984]

Waiting for ask ebay to step in to become available.

@dladen 

Be careful, as this ^^^ is what the buyer will do. As to your questions, 1) The likelihood of eBay siding with you over the buyer is nil, and 2) eBay doesn't need confirmation.

[albertabrightalberta]

Since the buyer opened a NAD claim, you have few options. 

1. Issue a refund letting the buyer just keep the item without charge

2. Pay for a return shipping label (your expense) and issue a full refund once buyer returns the item

If you don't respond to the claim, buyer will request ebay's assistance and they will decide against you, giving the buyer a full refund, letting him keep the item free and your account will have a huge ding for not resolving it yourself.

Whether the item is defective or not, buyers who open claims for NAD will always win the dispute.

[kensgiftshop]

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@dladen wrote:

  Waiting for ask ebay to step in to become available.

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Bad choice if you want it returned before you refund.

If you let Ebay decide, they'll side with the buyer, let them keep the item and refund from your account.

[fab_finds4u]

You have three choices. 

1. Provide a return label and refund if they return it. No defect

2. Refund and let them keep it. No defect

3. Plead your case to eBay when you can ask them to step in and the result will be a defect for a case unresolved by the seller. If your policy is returns accepted they might issue the buyer a return label, or they might not, but they will force you to refund the buyer either way.

If your policy is no returns eBay will force the refund and tell the buyer they don't  have to return it.

Smart sellers choose the first option. And they do it right away before eBay steps in and gives you a defect.