Buyer started return due to defective item, but contradicted himself in his messages

[bcrudisill7]

I don't accept casual returns, so buyer is claiming that the item is defective. However, it's clear from our messages back and forth that they didn't install it properly.

Can I dispute this return as buyer's remorse?

[slati_2013]

No, you can't. If you do, you will lose not just the item but your money. If a buyer claims the item is defective, it  can be returned under eBay's money back guarantee.  Generally with a few exceptions, when a buyer requests a return, it is best to accept it  and send them a shipping label to return it. 

[robbie31415]

Sellers don't set return reason, buyers do.

It's not buyer remorse.

[bcrudisill7]

...but sellers can in fact choose not to offer returns.

The case here is with buyer using eBay money back guarantee for a defective item, but in our messages has made it clear that the item isn't defective, they just aren't using it correctly 

[robbie31415]

For Buyer remorse, yes.

Ebay is not going to investigate. If you challenge it, buyer will keep item and money most likely.

It's up to you.

[albertabrightalberta]

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@bcrudisill7 wrote:

...but sellers can in fact choose not to offer returns.

The case here is with buyer using eBay money back guarantee for a defective item, but in our messages has made it clear that the item isn't defective, they just aren't using it correctly 

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Whether the buyer is lying about it being defective or not, if that's the claim, you must accept the return (if you want the item back) or issue a refund without requiring the return. 

If you don't do it voluntarily, ebay will do it for you, giving the buyer a refund (from your funds) and letting him keep the item.

[chapeau-noir]

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@bcrudisill7 wrote:

...but sellers can in fact choose not to offer returns.

The case here is with buyer using eBay money back guarantee for a defective item, but in our messages has made it clear that the item isn't defective, they just aren't using it correctly 

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That means nothing. If buyer wants to return, they'll force it and you have to accept it.

[inhawaii]

Sorry, it doesn't matter what evidence you have, ebay will not hear it. The buyer is right. Period. I know that's not what you want to hear but that's how it is. As others have said, if you try to fight it, you will lose. The buyer will be refunded AND get to keep the item. 

[johnrj1226]

no returns does not  mean no refunds in the world of eBay

[soh.maryl]

What are "casual returns"? Have you read eBay's Money Back Guarantee for buyers?

ALL sellers need to read and understand the MBG, preferably before they begin selling here.  

[driftermikey]

Ebay does offer a way to partially protect the seller:

Accept refunds and automatically send the buyer a label (You can set it up so buyers pay to return the item). When the item arrives you can keep up to 50% of the selling price depending on the condition of the returned item. I have kept up to 40% of the purchase price of returned items and eBay has never questioned it. 

[bcrudisill7]

Yes, I understand that eBay will force a return if the item delivered is damaged or defective, etc.

I don't accept returns from buyers who decide they don't actually want it, or don't like it, or are experiencing buyers remorse.

The buyer in my case is using eBay money back guarantee to circumvent my no-return policy by claiming the item is defective. In his messages to me, however, he has made it clear that he either installed it incorrectly or the unit doesn't work with his current setup.

He claims it was professionally installed, but refuses to attach a photo of the receipt and is unwilling to answer diagnostic questions.

[bcrudisill7]

Yeah that seems like it's going to be the best route based on the overall pessimism.

It just seems completely crazy to me that someone can make a claim and literally refuse to provide simple evidence to support the claim.

[kensgiftshop]

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@bcrudisill7 wrote:

Yes, I understand that eBay will force a return if the item delivered is damaged or defective, etc.

I don't accept returns from buyers who decide they don't actually want it, or don't like it, or are experiencing buyers remorse.

The buyer in my case is using eBay money back guarantee to circumvent my no-return policy by claiming the item is defective. In his messages to me, however, he has made it clear that he either installed it incorrectly or the unit doesn't work with his current setup.

He claims it was professionally installed, but refuses to attach a photo of the receipt and is unwilling to answer diagnostic questions.

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None of that matters when a buyer claims an item is defective.

Right now, if you want it returned, accept the return and provide a shipping label.

When you get the item back and the buyer has been refunded, you can report them for abusing the MBG.

If Ebay has to step in, they will refund the buyer from your account, let them keep the item, keep their fee's and give you a defect for not handling the return.

[soh.maryl]

Have you read the Money Back Guarantee for buyers?

If a buyer opens an item not as described case,  the seller's options are limited:  send the buyer a prepaid return label and, hopefully, receive his item back, then refund.  If the seller does not do that, eBay will refund him from the seller's funds and let him keep the item.

eBay's MBG trumps any "no returns" stance that any seller has.