And the return rules change again...

[chasearooauctions]

I listed an item for parts/not working. I took 6 pictures of the outside. It was testing equipment. I have a 30-day return policy. I have a 20% restocking fee. Buyer opens a case stating he opened it and the parts he needs are not there so he has no use for it.  eBay tells me three days ago, "He opened it up, call back in 3 days and we can get this closed". I call back today and customer support says "Well, he had to open it up to get a part out of something that was listed for parts, so there's no way around that". You'll have to refund him in full. How do you win against these buyers that lie and/or steal parts?  Why doesn't the rule apply that once he opened it, all bets are off? 

[couldabeenworse]

Why doesn't the rule apply that once he opened it, all bets are off?

Since you have a 30 day return policy, supposedly how this works is you accept the return, then complain to eBay afterward that it was not returned in the condition received.  I don't know what that gets you, but it appears to be the current process.

Even the old way, the "buyer opened it" rule wasn't set in stone.  Obviously there are situations where the buyer must open something (retail packaging, for example) to determine whether or not it is as described.  A different CS rep might have decided your case differently; I'm not sure they still even have the power to close such cases for most sellers.

Do you believe - or know - the appropriate parts were in the item when you sold it?

[chasearooauctions]

No. I would have no way of opening it (Not off the shelf tools) I took enough pictures of the outside. You know, if I buyer asks, "hey, does it have the doohickey still inside, I would have replied, I don't know, but if you're looking for a doohickey, you might want to find one that works. He didn't ask anything. For all, I know he could have swapped out parts.

[castlemagicmemories]

Re stocking fees are no longer permitted.

If you take returns, and you said you do, you take them for any reason.  So you would have to take this one, too.

[couldabeenworse]

No. I would have no way of opening it

That makes it kinda hard to find in your favor: buyer says it's missing parts; seller says he doesn't know if they were in there or not. 

I would have replied, I don't know, but if you're looking for a doohickey, you might want to find one that works.

That seems to be in conflict with the idea of selling something "for parts".

For all, I know he could have swapped out parts.

Or maybe it was heavily scavenged before you got it.  The reality is that you don't know if the buyer did anything wrong or not.  I'm not sure trying to escape by the "he opened it" technicality would be appropriate here.  The actual policy is that the item must be returned in the condition received.  You can't honestly say you know the buyer is failing to do that.

Good luck....