Help, Can a customer return an item because they don't know how to use it?

[blue_ridge_market]

Help, Can a customer return an item because they don't know how to use it?

and should I accept the return . Would I be forced by Ebay to refund the item.

The item is extendable level. I am getting all the messages from the customer in Spanish and I had to translate it to English using Goggle. Thank you

[moo*cow*corner]

If the buyer has requested a return saying that the reason is the description was wrong, you MUST accept the return. In addition, you MUST also send the buyer a postage-paid label for the postage necessary to get the item back to you. If you do not do this, the buyer can escalate the request to a claim, and get all of their money back, possibly without having to actually return the merchandise. You'll also get a 'case not resolved by seller' strike against your account. Only a few of these strikes will put your selling account at serious risk of suspension and/or termination.

Accept the return and I recommend that you authorize ebay to issue a return label on your behalf. If the label is used by the buyer, the postage charges will be added to your monthly invoice. Frankly, that's the easiest way.

The buyer has some time to mail the purchased item back to you (21 days I think?). Keep an eye on the timelines for each step of the process.

Once you get the item back, you have to refund.

If you don't get the item back in the same condition as sent, come back here to the boards and we will try and help as best we can. Return scams do happen, but we will cross that bridge when we get there, if necessary.

I see no reason to be very concerned (yet) about the 2nd purchase to the same area. If the buyer paid, you ship. The same return rules will apply to that transaction as well.

[blue_ridge_studio]

Thank you for all your help 😊

[monster-deals]

A buyer can return an item because they don't like how your name is spelled.

[lilbama911]

Yes.

[lilbama911]

I thought he didn't know how to use the equipment.  You never said the buyer broke it.  If the buyer is asking to return broken equipment, time to let buyer know that the equipment has to be in the same condition as when it was purchased.

[nc-daydreamer]

Perhaps you could create an instruction sheet to include with your products? Include a link to a YouTube video if one exists in the Thank You note you include with your products? Does the manufacturer have a useful website? There seems to me that there may be options available to you to lessen the chance of this sort of thing affecting you while improving customer-service.  Good luck.