Buyer a scammer?

[happygirlcreations]

I sold an item on September 30th as a Buy It Now. It was an open box item, but appeared to be brand new in the packaging. It is a smart door lock, but it showed no signs of it having been installed previously. 

On October 6, several days after it was delivered, the buyer messaged me claiming that they had just gotten back into town and they didn't have it. (Why didn't they have their mail on hold while gone?)
After I told them to speak with their neighbors and mail carrier and telling them I would even contact their local post office if they wanted me to, just a few minutes later I received a message stating their neighbor had it for them. They left a positive feedback for me at that time.
Now today, October 24, they just sent me a message claiming they are having issues setting it up and that they also have a "technician" there and they also claim it isn't working the way it should be. I'd love to know what "technician" comes out to help with a door lock. They are asking for my help.
I strive for 100% positive feedback and describe my items as accurately as I can, but I also offer no returns, because I am just a mom selling a few things to make extra money and can't afford for scammers to be sending back items that they have broken. 

I believe strongly that this person, after claiming it was "lost" and now saying they are having issues installing it, is just out to get something free. 
I think in all my Ebay years I've only had an issue with one other buyer (it was my fault and I refunded the money), but nothing like this situation. What do I need to do? What advice does anyone have? Thank you so much.

[donsdetour]

Have they opened a case??

Some people think they can do it themselves. and can not.

That aside: If they open a case for item not as described you will have to make a choice.

Return for refund:

OR;

refund with out return.  Leave you with some minor options.

It is also a mater you may or may not receive back the item you sold with a return.

All things to keep in mind  to make a decision if such a case is filed.

Sorry this is going on with you.

Some users are just trolling for a partial refund also. You need to keep all this in mind.

[sextons-sweet-deals]

let them open a case and eBay will review all communication and listing details. 

They have had it for what I guess 3 weeks and now complaining. Doesn't seem right!

[happygirlcreations]

No, they haven't opened a case yet. They just asked for help in the message. I don't know how I can help them install a door lock, so I believe they are fishing for me to say I'll refund the money if it supposedly doesn't work. What do you think I should tell them? I can't do a thing to help them with installation. Should I tell advise them to contact customer service/company they bought it from for help, tell them to open a case, or just wait for them to do it? 

I just don't want to come right out and offer a refund if I don't know what they are wanting from me (whole refund, partial refund).

If it comes down to doing a refund with return, who pays return shipping? Also, do I not have an option to refund once I receive the item back? 

I really appreciate you taking the time to respond.

[happygirlcreations]

That was my thought exactly. And also, who pays for a "technician" to come out to install a budget door lock? I just don't buy it. 

[myescape]

Should I tell advise them to contact customer service/company they bought it from for help,

They did as that's you.You can reply you are sorry they are not happy but you do not know anything about trouble shooting that item and as they have 30 days from delivery to file a case the 3 weeks doesn't matter and neither does the lost package concern earlier.Either wait for a case to be opened or preempt that and tell them to return for refund

[happygirlcreations]

I just sent them a message asking if there was customer service information on the box or manual and I told them I can try to find it for them if they'd like me to. I also asked them what is wrong with it and what's not working on it. I'm going to see what they have to say first.

[happygirlcreations]

I mistyped that. What I meant was should I advise them to contact the company who made the item and see if they could help them with installation.

[gracieallen01]

If, as you say, it was an 'open box' item, could it have possibly been a return that might have been defective?

[happygirlcreations]

Also, I know the lost package claim doesn't matter. I was just putting that in there to explain why it was my suspicion that they were out for something free. It just felt like this was their second attempt, that is why I explained that.

[happygirlcreations]

You're right, it is a possibility. But the way this item was packaged, I highly doubt it was even installed, much less defective. It was in pristine condition and factory packaged. There is definitely a possibility of that, but in this case I honestly don't think there was anything wrong with it.

[gracieallen01]

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@happygirlcreations wrote:

You're right, it is a possibility. But the way this item was packaged, I highly doubt it was even installed, much less defective. It was in pristine condition and factory packaged. There is definitely a possibility of that, but in this case I honestly don't think there was anything wrong with it.

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Then, possibly the best route may be to tell the buyer to return for refund.  Any 'tech' help that they arranged is on them, not you.  ebay has a money back guarantee, so you would have to refund if they file an 'item not as described', and shipping is on you.

Unfortunately, your feeling as to the condition of the item means nothing to ebay and they will attempt to keep the buyer as happy as possible.

[glorybells]

I would wait to see what they do/say next.  If they do open an item not as described case, you’ll have to pay return shipping if you want the item back.  Then you refund them when you get it back.  If they open a case, but don’t ever return it, the case will time out and you wouldn’t have to refund.  Otherwise, you would have to refund them.

[donsdetour]

Reread you post:

Did you know if this item worked or not??

If you did not test it:

it could be a malfunctioning device you sold.

[kensgiftshop]

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@happygirlcreations

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If you bought it as a return, there's a reason it was returned.

Plus, it was listed as new.

Since it was opened and you don't know if it worked, tell the buyer to return it for a refund.