Buyer request return or exchange after modifying internal circuits and using an item for 20 days

[leachboy_2000]

I sold a piece of equipment to a buyer based on an offer he made through Ebay on November 13th, Payment was received through PayPal on November 14th.  The unit was confirmed delivered on the 20th.  On the  20th the buyer sent me a message saying that a component was damaged in shipping.  After some discussion the buyer sent me a message saying that he had found a replacement part and now the item was working great (within 2 days of receiving the item).  He stated that because I gave him such a good price, he was happy with the transaction and would only like me to leave him positive feedback.  He left me positive feedback for the transaction on November 22nd.

On December 10th the buyer contacted me saying that the unit had "failed" and hangs on a screen that states "Loading OS" and has requested a refund or replacement unit through Ebay.   The buyer opened a claim with Ebay under "Doesn't work or defective."

All of the correspondence has been through Ebay messaging.  If the buyer has sent me messages stating that he modified internal components to the item that was sold, that it was "working great" a day after he received it, and left positive feedback, what is my course of action?  

In this situation I feel it is unreasonable to ask for a replacement unit or a refund since the buyer admitted to changing components inside of the system and that it was running fine after it was received.  Today he sent a message that reads:

"The unit is running in a data center with conditioned power. I appreciate your concerns but I am not happy with the unit and wish to return it as is my right. I would accept another unit if you have in its place."

Would this fall into the category of buyers remorse?   

[bonjourami · Accepted solution]

provide those emails to Ebay that he modified the item. The item is to be in the original condition to return, even for a remorse return.

[gwzcomps]

I have dealt with this many times. With the way returns work now you have no choice but to accept the return. You can report them for filing a false return and get the strike removed from your service metrics. No point in fighting it. eBay stopped protecting sellers from returns of modified items. The buyer literally can say something dumb like the computer "made their dog's farts smell funny" as a return reason. Regardless of what they say in a NAD case you are going to have to give them their money back one way or another.

[leachboy_2000]

Is this still the case if the buyer sent me pictures of the unit dismantled through ebay messages?

[leachboy_2000]

To update:

I called customer service and explained that the buyer had modified the item and provided photos of it in ebay messages.  All in it took just 16 minutes on the phone and Ebay had closed the case in my favor.   

[upscaleresalethennow]

So glad eBay sided with you! It's exhausting having to be worried every time we make a sale!