I sell used computer parts that often get returned for issues that are outside of my control. Is there any way to protect myself?
For example, I have a customer who purchased memory for their computer. Even though the part number, use and specifications of the part are clearly defined the customer tried to install it in a computer that doesn't support that spec. The customer decides it is faulty and then returns it at my cost.
Another example is a customer orders something is to be delivered freight. Package arrives, customer doesn't understand how the mounting or power works for the hardware they purchased. Customer even has specifically shown examples of how their environment cannot run the device even though they can login to the internal web browser and see the power faults and why.
In the first case, the item was returned and was tested out to work fine. I was able to resell the item, so I was only out the cost of shipping both ways. Since this item was small, it didn't bother me too much.
In the second case, the customer simply doesn't want to accept that the item is working properly. You can access the hardware, it tells you there is an electrical fault and you cannot power on the devices. The customer files for his refund, asking for 100% of his money back. Says he will drop it off at a shipping location and that I can pay to get it shipped back.
I contacted eBay to be told that the customer was using the 100% ebay guarantee and that I will have to pay to get it shipped back. I attempted to negotiate with the customer per eBay's chat and we agree to send out an electrician to verify the input and output of his environment to see if it is indeed going to provide the necessary power for the device.
Now the customer wants almost 3/4 of his money back and to keep the hardware. The electrician isn't scheduled to arrive until after the refund timeframe has expired. I have talked the customer down to refunding an amount that will make him very happy, and I have a hard time stomaching it.
Since there is nothing that I can do to help this customer understand why you cannot use three phase devices in a single-phase home, how can I protect myself from this in the future? I am sure there are many technical devices sold on eBay, I think this issue affects all sellers.
eBay suggested that I allow free and 30 days returns and they can work with me on occasions like this. I didn't have any returns at all until I upgraded to a storefront and added 14day returns as the minimum policy. Now I have people ordering things to try them at my cost and do not want that to continue.
Thanks for reading, any help and suggestions are appreciated.
