Where do I find a return label, or does a return request need to be opened first?

[pvcliff]

I've got someone telling me he is getting an error code on a $100 laser measure that we used several times right before listing it. Says the manufacturer can recalibrate it and "is there anything you can help me with". My feeling is yeah, I can help you return it to me.  Is there a function where sending a return label is available to me right now, or does he have to request a return for me to be able to access a label? 

I am thinking to write "sorry you are having difficulties with the laser measure, please open a return request and I will provide a label so that you can return it to me".  Not that he necessarily is just trying to get an after-the-fact discount (but he could be), and certainly the company seems to have a good warranty system (see below), but I'm thinking it is just better to have it sent back to me. Thoughts?

All our laser measure and detection systems tools are supported by the "company" warranty

• For the first 20 years, we will repair or replace parts that break from defects in materials or workmanship. We've had it for maybe 10 years.
• For the first two years from date of purchase, we provide wear-and-tear coverage at no cost.We no longer have the receipt anyway.
  

• We guarantee to have every tool repair in and out of our repair center in one day or the repair is free.

• On top of all that, every laser measure tool comes with one free calibration per year for your first two years of ownership.

[pvcliff]

OP here. I did respond apologizing for the "problem" and asked him to open a return so I can supply a label at my expense. No word back yet. I don't care one way or the other because if it did lose calibration during shipping now I know I can send it back to the company for repair, pay what I expect will be a nominal fee and shipping both ways, and still presumably be able to sell it to put some money in my pocket. 

[castlemagicmemories]

That's great, and I hope it all works out well for you.

If you care to, you could come back and let us know what happens.  

Your call, though!  

[calntom]

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@pvcliff wrote:

OP here. I did respond apologizing for the "problem" and asked him to open a return so I can supply a label at my expense. No word back yet. I don't care one way or the other because if it did lose calibration during shipping now I know I can send it back to the company for repair, pay what I expect will be a nominal fee and shipping both ways, and still presumably be able to sell it to put some money in my pocket. 

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Hopefully the device will mysteriously start working just fine. 

[pvcliff]

OP, again. Update. Got a second message about the error code, and no indication he'd seen my original reply.  Only then did I realize that the first message was not sent from the buying ID, although he identified himself as Joe Buyer. Anyway, second message did not include the helpful (to me) info that the mfr can recalibrate, but he claimed to be "in a bind". I just repeated "return for refund/open a return request/label provided at no cost to him/refund provided when item returned". Cliff is pretty sure we won't get our own device back, but ours had a described flaw and it will be evident if we don't get the same device back.