Shipped item stopped working after a few minutes. What to do?

[foxtrailthrifter]

I shipped a bulky medical device to a buyer who states "it stopped working after 3 minutes."  What is my best course of action? I have a returns accepted policy.  The item was new open box which I took out, inspected and plugged in before shipping.  Any advice on how to proceed with return shipping costs? I normally just let the buyer keep the item and refund the amount but this item is a higher dollar item. The return shipping will be expensive as well.  

[jonathanbrightlight]

Depends on whether you think you can get it working and sell it again, and if it'll still be profitable to you to do so after paying for return shipping.  

If the label from eBay is going to be more expensive than you paid to ship it, you might have the option to just send the customer a label, which you could purchase from Pirateship or similar if you can get it enough cheaper (and that gives you the option to purchase insurance if needed).

Edit: is this the item? https://www.ebay.com/itm/396841581599  I'm not sure that will be worth having it returned, but of course that's up to you.  Partly depends on how confident you are that you could get it working and resell it (assuming the buyer isn't just unaware of how it works and it actually might be working properly).  You could try to work with the buyer to see if you can help them get it working, but that will be up to them if they want to work with you.

[pls-consignments]

I'd addition to what @jonathanbrightlight mentioned, I might add that your decision to accept the return is in play. That is the policy your buyer purchased along with the item. Yes, return shipping may be costly, but "gladly" and "apologetically" accepting it will be worth it in the long run. 

[kensgiftshop]

If you want it returned, you'll have to pay the return shipping.

Have they filed an INAD?

If they have, accept it and provide a shipping label.

[toysaver]

 "The item was new open box"

New open box is an oxymoron.  It's not new if you plugged it in.  

[hartungcards]

Jumbo shrimp is another good oxymoron.

[inhawaii]

Always keep in the back of your mind when you list/sell something that you MAY get a return request and you will be responsible for return shipping,

[tobaccocardyahoo]

Among the terms which fail to communicate useful information is New Open Box.

It could mean anything from "Looks like New" to a fully functional demonstration unit.

Obviously, "Looks like New" might work or might not.

Looking at your listings suggests you might be sourcing at yard sales or thrift shops for good prices, and if you find yourself in this situation consider cutting your losses by refunding without return.

This product is unlikely to be easy to find someone to repair and could have been defective when you shipped it because you failed to let it run long enough to fail.

This sort of item appears to be a small amount of what you sell on a lecture on how to test and for how long would be a waste of your time and mine.

I'd refund and not waste any more time on it, and no more money.

[kensgiftshop]

Can't believe you just shipped that in the retail box, which was already beat up.