Buyer return

[datapartsrr]

Hi, first time dealing with a buyer return.  It's for a laptop that was sold new, sealed in box.  I have sold several of these before with no problems. The buyer claims it runs too hot while on their lap.  We talked in messages and I gave advice on what to do to minimize heat buildup and told them it happens when you block the air vents!  So they then initiated the return saying the item is defective when it's obviously user error.  Ebay CS in chat wasn't helpful at all and the return cannot be denied.  What can I do about this?

[stuff4divas]

I don't see any listings on this id, so can't advise specifically, just generally.

If you offer Free Returns and the item was altered, not in the same condition as sent, etc, you can deduct up to 50% of the selling price.

[datapartsrr]

Hi stuff4divas.  The item was listed with no returns. From messages between us, the item is working as intended but with user error which I kindly replied with a message to help resolve the way it's being used.  They then immediately submitted a refund claiming it was defective minutes after the hold on funds was lifted for me.

[corvettestainless]

I've had 3 laptops (out of 6)- in 15 years that the battery was faulty and overheating. All company owned, and all 3 the company returned.

Also curious- you're selling 'new' laptops with 'no returns'- or it was 'new' to you? 

Be advised that 'no returns' on ebay does NOT mean no refunds. Everything sold here to buyers has a 30 day Money Back Guarantee- which basically means 'everything' is returnable... (or you can bypass paying the return shipping and let customer keep and you pay full refund)

[kensgiftshop]

---

@datapartsrr wrote:

What can I do about this?

---

Accept the return, provide return shipping and refund buyer once it's returned.

[datapartsrr]

They are new with no returns.  I guess I should have anticipated it happening eventually.  I suppose I can just process the refund and have them return it.  If they don't return it or return the item damaged, etc. then what?

[corvettestainless]

If they don't return it after you approve the return, obviously nothing happens (item will ship with tracking- you need to monitor this return and it's tracking). 

If they return something different, not much you can do as you are a new seller, with little feedback and are not Top Rated, which allows you to deduct up to 50% from the refund. Selling new computers with no returns will never work here in the long run, or much anywhere for that matter.