Help dealing with buyer

[Anonymous]

I recently sold an expensive video game console with other items and the buyer is saying one of the controllers isn't functioning properly.  He sent me a YouTube video of a controller not working but something doesn't seem right.  I'm new to eBay and I've never sold anything so I'm not sure what to do.  The items 100% were working correctly before I shipped them so I don't know whether to file a claim with USPS? Or just tell him to return the items and he can have a full refund?  I paid for insurance on the package up to 400$ (Items sold for 360$) but is it going to be a huge hassle trying to file a claim.  Also, if I file a claim for insurance does the buyer still need to ship me the items back?  Sorry for the long post, just want to make sure I make the right choice.

[bonjourami]

Has he opened a case?If so, you need to provide a return shipping label, and agree to a refund after return. unless the pkg itself was damaged..wouldnt do much good to file for insurance.

[Anonymous]

He hasn't opened a case.  Should I tell him to ship it back to me and I'll give him a full refund?  Also, would it be his responsibility to pay to ship it back to me?

[tev4all]

IF!!,  I was in your position, I would ask the buyer to start a return request through the " return this item" link on their order details page.  

Good luck !!!

[mtgraves7984]

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@Anonymous wrote:

He hasn't opened a case.  Should I tell him to ship it back to me and I'll give him a full refund?  Also, would it be his responsibility to pay to ship it back to me?

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@Anonymous 

You don't have to react until a Return claim is opened. You can tell him to open a Return... not just "to ship it back". If the buyer opens a Return, approve it and the buyer will have a return shipping label. You will refund the item in full (shipping cost, too) only when the item comes back to you . Good luck.

[bonjourami]

If he opens a snad case, you will provide the return shipping label, as noted.

[*lawrence*]

The control is more than likely not yours. The buyer is trying to send his or her old broken one in replace of your good one. Happens all the time on Ebay. Last one that happened to me the item the buyer sent a picture to show that it was broken was not even the same color as the one I sent to him. Ebay still made me refund the money and pay for it to be shipped back to me. I lost my good item, I paid for two shipping's and lost the sale. All thanks to Ebay not giving a darn about sellers. 

[wrong66]

The USPS will not help you in this situation.