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

[disneyshopper]

Is this the item?

IRWIN EXTENDABLE LEVEL 5' TO 13'-10" CONSTRUCTION FRAMING LAYOUT #1801107

It states you have a No Returns policy.  What reason, from the list supplied by ebay, did the seller select?  You can DECLINE the buyer's request for a remorse reason: didn't like it, doesn't fit, changed mind, found it cheaper elsewhere.  If you do decide to accept the return under any of those reasons, the buyer pays return shipping.

If the buyer states the item is not as described, then you WILL accept the return under ebay's Money Back Guarantee, as that trumps your no returns policy, and you will pay the return shipping.

[koalaar16]

I had to accept a refund because the buyer stated that the description was wrong. The description was right and i even prove it. Ebay stayed on buyer side. 

[inhawaii]

If the customer can't figure out how to USE it, hopefully the customer can't figure out how to RETURN it.  LOL

Good luck!

[blue_ridge_market]

It is 

IRWIN EXTENDABLE LEVEL 5' TO 13'-10" CONSTRUCTION FRAMING LAYOUT #1801107.

Thank you for your help

[reallynicestamps]

Heh heh heh.

No Returns does not mean No Refunds.

With a Buyer Remorse dispute, the buyer must return the item with tracking to get the refund.

With other disputes (not as described usually) the seller must send return shipping.

This is easy enough if both are in the same country.

• Shippo does offer some non-US return shipping labels. I've sent a USPS label from here in Canada, and the opposite is also possible. Not sure what countries are covered.
• However, the alternative is using Paypal's Send Money service to send the cost which is more complex.

I see no reason to teach the buyer how to return the purchase. It's something any adult should be able to work out.

Keep in mind if we refuse to cooperate with the dispute, we may end up with no product and no payment. We will however, have a Defect on our selling account.

This is business, not personal.

[blue_ridge_market]

Thank you for all the information 🙂

[toysaver]

I certainly would not want to live in a house he built.  This return will probably be saving lives.

[lilbama911]

Buyers can return items for various reasons, including valid, invalid and remorse reasons. 

 Since your buyer appears to be a novice when it comes to construction equipment,  my suggestion would be for you to refer your buyer to all the Youtube videos for the item he purchased.  The Youtube videos will show him step by step instructions on how easy it is to use the equipment he purchased.

Perhaps you can direct your buyer to these videos to avoid a return.

[soh.maryl]

Can those videos be viewed in Spanish?   

[blue_ridge_market]

I think I am going to get scammed somehow. I have not heard from from him since my last message to him, asking him to maybe have a contractor friend to show him how to use it.

This morning I get an order for the same item going to someone that lives 6 minutes away from him, same state same area and with hispanic name.

I can't figure out if this is a legitimate purchase or somehow a scam. I am thinking maybe he had a friend to purchase one so he can return the one that he broke.

I don't know what to do. If you can please advise. Thank you Paula

[blue_ridge_market]

I think I am going to get scammed somehow. I have not heard from from him since my last message to him, asking him to maybe have a contractor friend to show him how to use it.

This morning I get an order for the same item going to someone that lives 6 minutes away from him, same state same area and with spanish name.

I can't figure out if this is a legitimate purchase or somehow a scam. I am thinking maybe he had a friend to purchase one so he can return the one that he broke.

I don't know what to do. If you can please advise. Thank you Paula

[heakal-54]

---

@blue_ridge_market wrote:

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

---

Short answer, yes.

Long answer, I usually accept the return BEFORE the buyer (who has already admitted their level of incompetence) *tries* to make it work anyway, if you get my drift, I would rather receive the item back undamaged and unmodified (you'd be surprised, I've even learned not to try and help much either).

In a few cases I may try and send a short set of instructions but again it can do more harm than good.

For example I have one set of parts you need to use a rubber mallet to bang them in place (tight fit).

I had one buyer whom I told that to (buyer wanted to return b.c didn't fit), but the buyer didn't have a rubber mallet so they used a regular steel head hammer and cracked the part in two pieces rendering it useless.

.... Some sellers might think they can't return it once it's broken and that may be correct but I also know it would've been best if they had just returned it before making further usage attempts.

Stinks, I'd say a good half of my returns are partly because of this human error factor.

*** If the customer can't figure out how to USE it, hopefully the customer can't figure out how to RETURN it. LOL

LOL I hadn't thought of that but it's a good point as well.

[sextons-sweet-deals]

They bought your item because they were looking for it!

I can see you getting a damaged item in return if you accept return.

I would fight it in the open case so eBay can review and see all e-mails

[sextons-sweet-deals]

let's be real here!

I just googled the item. It seems expensive! They knew what they were buying!!!

Every owners manual today contains instructions in many languages!

The issue that I have been seeing is that members have more than one account here. Could be that they want to use family members  / relatives to push sales or scam. I think everyone understands what I'm saying. 

eBay. You can send me check for consultation fees. LOL!