What options for buyer not using item correctly?

[vericon]

I sold an electronic item and the buyer sent me some msgs that seem to indicate it is working but that he isn't understanding how to use it.

What options do I have here? I have it listed as no returns but it sounds like eBay will just side with him in a dispute so I'm worried if I stand my ground. Or should I let eBay intervene?

If that won't go well what can I do to limit my loses? Can I have him pay return shipping? Can I refund and get eBay and PayPal fees refunded somehow? 

Thanks for any help!

[fern*wood · Accepted solution]

Unfortunately with electronic items this is a far too common occurrence.   The outcome depends a lot on what the buyer ends up doing.

My last one filed a not as described return even after we fully explained how to use the item and even emailed them a you tube link showing the process.  So, we were forced to pay all shipping to get the item back and issue a full return.  I never try to get ebay involved---nothing good ever came of that.   By handling the return promptly, we get most of the selling fees refunded.

[flakar48]

Unfortunately there is no easy answer, if you want easy and quick then reply with "return for refund" and please.

The hard but perhaps more rewarding way follows...

Here is where product familiarity can help you, because you have to know the buyer's problem and by that I mean, do you personally know the predicament your buyer is experiencing?  If the answer is yes you stand a chance, if no it might still be worth a shot.

Perhaps see for yourself if there exists a good Youtube Video on this product and how to use it, then direct your buyer to it... That would take some sleuthing and I would watch the video first before attempting to refer a buyer to it just to make sure it's what they would need.

I have been known, when selling multiples of a product and coming into unforeseen questions with buyers... Especially when the ratio of product sold to questions asked becomes high and repetitive, for example if 1-2 buyers out of every 10 products sold are asking the same question, I have been known to create my own youtube video and explaining with product in hand how to resolve some issues such as which might pertain to its installation or use, for example.

This is only as a guideline, you would have to try and earnestly help your buyer in their predicament.

If you can do so successfully you might be able to avoid a return / refund.

[vericon]

To get the selling fees refunded would I just goto paypal and click refund? That takes care of the ebay side as well?

I assume the paypal seller protection is useless here?

The buyer unfortunately left negative feedback for me while I was working with him, is it possible to ask him to remove this before refunding?

[iaintdoingit]

---

@vericon wrote:

I sold an electronic item and the buyer sent me some msgs that seem to indicate it is working but that he isn't understanding how to use it.

What options do I have here? I have it listed as no returns but it sounds like eBay will just side with him in a dispute so I'm worried if I stand my ground. Or should I let eBay intervene?

If that won't go well what can I do to limit my loses? Can I have him pay return shipping? Can I refund and get eBay and PayPal fees refunded somehow? 

Thanks for any help!

---

Don't just refund without a return!  Simply tell the customer to return for refund.  I would not give that $89.00 away -- get the item back and resell it after you make sure it works.

You can respond to the negative -- "Return for refund!" or something simple and professional.

There may be chance and the buyer is trying to get something for nothing and if you just refund, then they win!

And your no return can easily be overridden by the MBG.

[iaintdoingit]

---

@vericon wrote:
To get the selling fees refunded would I just goto paypal and click refund? That takes care of the ebay side as well?

I assume the paypal seller protection is useless here?

The buyer unfortunately left negative feedback for me while I was working with him, is it possible to ask him to remove this before refunding?

---

So you want to hold the refund hostage until he agrees to removing / changing the Feedback?  Don't go that direction, please.

[vericon]

I'm simply trying to do the thing that is the least painful. If I ask for him to send it back won't I be out additional shipping costs? It's heavy so I'm not excited about taking an additional ~$20 hit.

If I refund him and he still won't remove the feedback would ebay help here?

[iaintdoingit]

---

@vericon wrote:
I'm simply trying to do the thing that is the least painful. If I ask for him to send it back won't I be out additional shipping costs? It's heavy so I'm not excited about taking an additional ~$20 hit.

If I refund him and he still won't remove the feedback would ebay help here?

---

Has the buyer opened an eBay case?  If so, what did he select?  If you do refund without a return then you have fallen into a 'common' game that buyers play to get something for nothing.

For the Feedback -- this transaction has not been pleasant for the buyer and that is what FB is for and it probably wouldn't be removed by eBay.  Also, it's against eBays rules to 'bribe the buyer' to change or delete their FB.

[ittybitnot]

If I refund him and he still won't remove the feedback would ebay help here?

No, ebay will not help you.      You need to think about business and what is best for you.  THINK OUTSIDE THE FEEDBACK BOX.  Feedback doesn't count against your seller metrics anymore.  I prefer $$$ instead of green donuts. 

Basically, fretting over feedback is like worrying about being slapped with a wet noodle.