How do you handle returns mislabeled as 'doesn't work or defective'?

[paperbryanco]

It seems the vast majority of our customers who choose to return something automatically choose doesn't work or defective as their reason for return. We offer free returns already. We offer a more technical product, and I don't know how to include better instructions, videos and product descriptions. Here an example of a return request today:

Reason: Doesn't work or defective

Comments: The product is brand new and unused. The instructions seem far more cumbersome than expected. I'd appreciate it if you allow me to return and give me a full refund. Thank you.

We don't have any problem with the return. We do battle a constant issue of a higher defect rate. The thing is, our actual defect rate is very low, those people even just message us and we just take care of it.

We're always looking for ways to educate and prevent confusion. The 'cumbersome' instructions the customer refers to are 8 sentences long.  The product is technical in nature.

Does anyone have any advice for how to communicate to ebay this issue? I am sure they know, but do I have a mechanism to report a false defect so our defect rate isn't artificially inflated? 

One ebay rep told me to 'report a problem' after the return is received. I do that when necessary, but it doesn't seem to make a difference in our defect rate. 

I appreciate any advice you guys have. Thanks in advance.

[whattheactualfox]

So it looks like the customer opened a INAD (item not as described) case instead of a grievance return. So to sum it all up, you would really have no choice but to return because as far as ebay as concerned, they think from that reason you sold a defective item.

I would tell the buyer to return for refund and then report a problem when you receive it. Its the best advice I can give you and it saves you a lot of trouble.

[chapeau-noir]

It's amazing that they do this when you already have free returns. 😒  I sell some old tech and electronics and it can be a tough market. 

In this case, the return reason is so obviously remorse that I would call eBay after the item comes back:

https://www.ebay.com/sellerhelp?from=HELP_HUB

See if you can get that defect reversed and just keep trying to chip away at it. 

I have a short-form manual in my listing and am going to start printing it out and just including it in the package.  Not sure if that would help in your case, but it's something to consider.