Buyer started a return request but item is working as intended

[maj_mja_pdec5r3mm]

I confirmed before the shipping that everything worked as intended and shipped off the item. However, the customer is messaging me saying it's not working as intended. I gave them support through another chat as well as resources to support them, but in the end, is ebay going to force me to refund? I know its not physically damaged because the refund request was not for physical damage. Would I be able to tell ebay beforehand that everything was working before?

[m60driver]

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@maj_mja_pdec5r3mm wrote:

 Would I be able to tell ebay beforehand that everything was working before?

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Yes, but it will change nothing.  If customer says item is not working then you are obligated to take it back and refund.  Resistance is futile.

[inhawaii]

Everything was working before you sent it?

Well then the buyer MUST be lying.

[albertabrightalberta]

@maj_mja_pdec5r3mm 

Did the buyer open a NAD (not as described) return request? 

if so, you have 2 choices. 

1. Issue a refund and let the buyer keep the item

2. Accept the return, pay for return shipping and upon receipt of the item back, issue a full refund.

If you don't respond to the return request, ebay will make the decision for you. They may issue a return label (at your expense) and tell the buyer to send it back for a refund, or worse, they may issue a refund and assume you don't want it back and tell her to keep it (free of charge)!

If ebay makes the decision, you'll also take a ding on your account.

[chapeau-noir]

I've been through this with computer tech that I sell.  Once or twice my support was able to troubleshoot the problem (setup) and the buyer was able to get the equipment running just fine with a happy buyer.  All other of the several scenarios was user error or incompatibility - on receiving the equipment back, it all tested fine, there was nothing wrong with it.  This, however, was for my own satisfaction, it had no material bearing on the case whatsoever - eBay doesn't care.

So, if the troubleshooting doesn't get it working for the buyer, just take the return and resolve the case - you'll get a defect against you for NAD, but if you resolve the case per eBay's protocol, you won't get the unresolved case defect which is much worse.

[maj_mja_pdec5r3mm]

I responded to the request aswell as had a full conversation with the buyer. I’m assuming he understood what i explained to him and the thing is he can easily “fix” this. nothing is broken. The item was sold as described aswell. 

[itscalledapostingid]

I would respond with an approval of the return before the deadline that ebay gave you.

[maj_mja_pdec5r3mm]

I refuse to back down from this case and i even explained to the buyer why the item was shipped the way it was. It needed a specific program removed as to not damage the device incase they factory reset it. I then explained how to get said program back. 

[itscalledapostingid]

You might want to review all of the return policies and procedures for sellers:

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115 

[albertabrightalberta · Accepted solution]

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@maj_mja_pdec5r3mm wrote:

I refuse to back down from this case and i even explained to the buyer why the item was shipped the way it was. It needed a specific program removed as to not damage the device incase they factory reset it. I then explained how to get said program back. 

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The item may very well not be broken but if the buyer escalates because you "refuse to back down," you're going to lose the case anyway. 

My recommendation would be to respond to the case "return for refund" and send the buyer a return label. If buyer is able to get it working and doesn't send it back, there's no charge for the label. But if the buyer returns it, you'll have handled the case on your own and avoided a ding.

[albertabrightalberta]

Is a jailbroken phone legal? 

[lepke1979]

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@albertabrightalberta wrote:

Is a jailbroken phone legal? 

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Yes. It will just possibly void any warranties with the manufacturer.

[femmefan1946]

You sold a working item.

The customer says it does not work.

The customer wants a refund.

Even if you have a No Returns policy, you have to make refunds.

So.

Send the Return Shipping and get the (working) item back.

Refund and Block the buyer who is either lying or incompetent..

Relist the working item.

Don't annoy or anger the buyer because hammers exist.

[chapeau-noir]

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@maj_mja_pdec5r3mm wrote:

I refuse to back down from this case and i even explained to the buyer why the item was shipped the way it was. It needed a specific program removed as to not damage the device incase they factory reset it. I then explained how to get said program back. 

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I understand, but if your buyer won't cooperate (I've been through this, believe me), you'll need to just take the return.  There's no moral high ground here - it's a simple transaction and eBay sets the rules.  This is not a hill to die on, trust me on this - it's not fair, but it's also not worth the fight.

[maj_mja_pdec5r3mm]

it really is bull**bleep** that ebay favors buyers this much. do they even ask for proof it’s not as described? I’ll keep fighting this case up until ebay forces me to return it. the item is literally as described i hate that this is a thing.