You should wait until you receive the item. Make sure the serial number matches your record. Some unethical buyers will buy a good one from you, then return their "defective" item to you. It is very important to record and take a picture with a serial number, then send them the picture before you ship it. They "buy and switch", common scammers tactics. Watch out. Before you upload a return shipping label to them, remind the scammer to send back the original item with the exact serial number, and tell them that a "refund" will only be given if the serial number matches your record. Also, remind them that any attached accessories should be returned.
If a scammer returns your item but with a different serial number, file a dispute with eBay. I had one dispute like this, I filed a dispute and sent eBay the proof. Initially, eBay denied my claim because I have no proof. I told eBay the picture with the serial number is "proof". I also told eBay by refunding the scammers will embolden all the scammers to repeat the process all over again and scam the next seller. eBay finally return my money and I had to sign a statement of truth. I then sent a nice message to the scammer, and wish her she can sleep well tonight, and reminded her this is a borderline interstate "mail fraud" Interstate Mail Fraud is a Federal Crime, She better be careful with her next stunt. All this for less than $50. Needless to say, I block her.
Sometimes, buyers return because of buyer remorse or for some other reason. They file a "defective" return. I had 3 returns this month, and upon receiving them, I fully retested the so-called "defective item". All returning items work as intended. I wish they tell the truth, ie: "changing mind", "don't need it anymore".
99.99% of my return are like this. Nevertheless, the first transaction is the last because it costs me a shipping charge 2 times. I already lost more than $25 in shipping charges back and forth. Anyway, that is the cost of doing business. I then relisted the "defective" item on eBay, someone bought it and never return it. This tells me that, some buyers are full of it.
Sometimes, a buyer files a "defective" return but never returns it to me. They were hoping that I will refund them right on the spot. NO, NO, NO, the buyer has almost 30 days to return it. After 30 days, eBay will close the case in your favor. This kind of buyer just wants some freebie, they are not getting it from me. Some buyers will put a stunt like this for as little as $25 to $50. What a shame. I have one return, almost 20 days, on the tracking, it says "awaiting shipment". I am still waiting after 20 days he filed a "defective" return.
Well, this is my 2 cents worth of opinion, after selling eBay for 3 years, pretty much see all the action. This is very exciting, indeed.
