Buyer return request. Can i do this?

[hindsighttradingcompany]

I listed an Epson C88+inkjet printer as "used", and described as Powers on.  Returns not accepted. 

The buyer requested a return stating it was not compatible with their computer.   I messaged back that they should try downloading updated drivers and software from the Epson website.   She replied that she tried that.

I offered to assist and asked her what computer and OS she was using.  She then said she wants to return it because it doesn't work.  

The original free shipping cost me about $33, and I'm assuming similar to return.   Honestly, I would be happy to refund her money and pay shipping it it truly isn't working.  I would even be willing to refund her money minus shipping cost if it is working.

Asking for assistance. 

Am I being reasonable? 

And if so, how do I setup a conditional return like that? 

Thanks in advance. 

Michael 

[lamber9347]

@hindsighttradingcompany This platform offers a money back guarantee to all buyers. Now that she has said it doesn't work you will have to fully refund. Return for a refund is all you can do, regardless of your now returns listed.

If you don't want the printer back then simply refund her the entire amount, as it was sold with free shipping. If you want the printer back so you can resell it, then you will have to supply a return shipping label to the buyer. Not really worth it but that's up to you to determine. Best of luck to you....

[ebooksdiva]

The printer may have worked prior to shipping, but you have no idea what the printer is subjected to in route to you buyer and could very well be no longer in working condition.

Your buyer needs to open an official return request.
When the buyer opens a return request, accept the return and issue the return label, if eBay doesn’t do it for you. Wait for the item to arrive, refund. Don’t allow eBay to refund otherwise you’ll get a defect on your seller account for stepping in. 
Even though you say no returns it doesn’t mean no refunds. eBay’s Money Back Guarantee negates your no return policy. 
You should have the costs of shipping incorporated into the price of the item so in the buyer actually pays shipping. 
ETA: I don’t see a epson printer in your sold listings. How long ago did you sell it? 

[12345jamesstamps]

Printers are tricky....I wouldn't sell one.

My printer stopped working 7 years ago. I took it into a shop 7 years ago and was told it had died a slow death and I can buy a new one. Went home and thought about it. Printers are rather cheap now new. For some odd reason I bought black ink...put it in...and it started working again. It was the black ink because I didn't buy new color ink for it.

I didn't know about the ink thing. And it still works today.

Printers can be complicated to understand all the instructions it can give you.

What would I do? If it wasn't a lot of money...refund...and would I want it return for a future buyer who might have some other problem? Probably not. Apparently, this current buyer is not tech enough to know how to work it. Plus you will get some sort of feedback....to me that's more important than maybe 40 bucks.

[caldreamer]

There is no such thing as "no returns".   EBAY Money Back Guarantee (supersedes "no returns" policy) and allows customers to return item by claiming "not as described, defective, counterfeit" (you will be forced to refund purchase price + shipping BOTH ways).  Customer are NOT required to prove their claims (and sometimes lie).   EBAY always rules in their favor.

You cannot deduct "free shipping" because customer wants to return item.   Would have been better if you "allowed returns"  that way if customer opened claim for "buyers remorse" return (customer pays shipping BOTH ways and you only refund purchase price).   Free shipping is not always the best way to go.  Customer's tend of pay more attention and do research if they are responsible for shipping costs.

[dqdistribution]

Just to make sure you understand what it means Seller Doesn't Accept Returns since you mentioned it.

That is ONLY for buyer remorse (changed mind, doesn't fit, found better price...)

Majority of all items with exclusion to a couple categories come with a return policy of 30 days (Doesn't work, defective, item not described...)

Defectice/Doesn't work returns means you will owe your buyer a full refund and if you want your item back you have to pay return shipping. If return shipping is too much then you can give them full refund and let them keep it.

[mam98031]

If the buyer files a Request for Return and states it is not as described or doesn't work, a no return policy or not, you will need to either fully refund the buyer or process the return.  There isn't a lot of choice in the matter if the buyer files.

[ten_o_nine]

Many printers power on but they don't work.

[m60driver]

You will have to refund so your only business decision is whether to pay for return shipping or just abandon the printer.  My gut, I don't know your cost for the item,  tells me you lose less or just about break even by just abandoning the item.  Again, just make it a business decision and move on.  Welcome to retail.

[mam98031]

@hindsighttradingcompany 

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. AKA Free Returns
6. 14 Day returns in certain categories

With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request, if the buyer properly filed the claim.  Or if they want to they can accept the return and have the buyer pay the return shipping.  If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return.  Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they options 2 or 3 as their return policy.

On options 4 & 5 above, they are also known as Free Returns.  If a seller that has either of those policies they will pay the return shipping even on a buyer's remorse return.  A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping].  Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below.  In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.

ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception.  Even if they are improperly filed and should have been a Buyer’s Remorse claim.

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.

For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.