On 1/25, I had a buyer purchase a VCR that digitizes VHS tapes. In my listing, I told bidders that the system is designed for Windows XP/Vista, but I got it to work with Windows 10 by downloading and installing the updated drivers from the manufacturers's website. Here's the listing if you want to check it out: https://www.ebay.com/itm/153344903454
Buyer bids, wins, and receives item. He is now messaging me a week later that he wants a refund because he cannot figure out how to get it to work with his computer, that he is receiving error messages, etc. I researched the messages he claimed to be receiving but couldn't find anything about them online. Last night, I sent him a detailed message with some suggestions as to how fix the issue - by downloading the proper drivers, contacting the manufacturer, posting on various online forums, etc. He is now telling me has done those things but still cannot get it to work. He is going to follow up with the manufacturer on Monday for further assistance.
Assuming he cannot get it work (when I used the system over the past month to convert over 30 VHS tapes), will eBay support his claim and issue a refund? Is user ineptitude not a valid defense to his refund request? You can't buy a guitar and seek a refund when you don't know how to play it right away...the issue isn't the product, it's the user.
But I know eBay is very buyer-friendly, so I appreciate any guidance on whether this falls under the "faulty/damaged" part of the Buyer Guarantee, or whether I have a chance fighting this, especially when it's a more expensive item (sold for $82) with free shipping that I paid for ($30).
