Buyer requested return because 'Item is broken' after two weeks of using the item

[rpmwes]

I sold on ebay the audio amplifier (used, 20 years old, without guaranty or return policy)
Buyer got the amp and informed me that everythyng works fine, without issues and buyer left me the positive feedback.

But after two weeks buyer reported that amp is deffective and he wants to return amp to me.
Buyer opened the return request on ebay with reason 'Doesn't work or is defective

But defect what buyer described could be caused by wrong connection or defective power cord or somethig like that.

And now I don't know what to do, because I wouldn't like to pay extra for shipping and to be responsible for buyer's mistakes.

please advice.
Please pay attention that amp is very old and it's like a old car - can be broken at any moment

[myboardid]

Buyers have 30 days to make a claim of Not As Described to eBay, or 180days to make the similar claim to Paypal, so you are effectively giving a 180day warranty on any item you sell.

If the buyer opens a case, you have NO CHOICE.  Offer a return for refund, and send the buyer a prepaid return label so he can send it back (choose to let eBay send it, that is the easiest way). 

If you don't do this, eBay will force you to give a refund without the buyer sending it back, and, in addition you will get a VERY SERIOUS policy violation against your account, 2 or 3 of which can get you banned from selling for life

[rpmwes]

Thanks for your answer.

In my case the reason for return is not ' Not As Described' but 'Doesn't work or is defective' - is it the same?

Moreover acording to ebay return policy:

Policy overview

You must return an item in the same condition as it was received, not used or altered in any way. You must also include, in the same condition as it was received..... 

(and buyer confirmed by ebay message that amp was in full working order during last two weeks since it was received)

So it means that buyer must return the amp in full working order as it was received.

Correct?

[myboardid]

"Doesn't work" is considered by ebay to be the same as "Not As described".  And they will not back you up on the fact that the item is no longer the way it was when you shipped it.  The only time they will stand with a seller on that is if the buyer took the item to a repair person who altered it.  You are stuck with this return. 

[phcd1]

You have a SNAD case open against you, I suggest you study up on those. I wrote on how to fight those and maybe win (on this id) back in Nov 2016. You can click on my name and do a search for "SNAD" (without the quotes) and read up on them.

I can't see the item you sold or it was on a different id, but you MAY be able to fight this and win, but be careful. Don't let the case timeout, you only have 3 days to work on it. After that you might as well accept the return.

The trick to winning these is to get the buyer to admit something in eBay messages that makes the case go against him. Ask the buyer leading questions, like: " Dear Buyer, If I understand correctly, you received the unit in good working condition, correct?".  Try to get him to admit that it worked until he did XYZ and then it stopped working.

If you have in eBay messages that the buyer said "that everything works fine, without issues", that might be enough to get the to close the case in your favor. I would get on the phone to eBay, get a US Rep (no accent) and explain to them that the buyer received exactly what they purchased AND it was working. Don't be too detailed, CS Reps have short attention spans. Explain that you have a No Returns policy and that should be followed. If they are unwilling or unable to close the case in your favor right then and there while your on the phone with them, thank them for their time and call back and try again later. It might take 4 or 5 times. 

Remember:
1. EBay CS Rep's are less then knowledgeable (i.e. don’t trust what they say)
2. Do NOT let a case Timeout
3. Do NOT ask eBay to "Step in" (aka “help you” aka escalate)
4. ALWAYS get the reference number of the phone call, mark down the date and time
5. If the eBay CS Rep claims to have put notes in the case, have them emailed to you.
6. Never escalate a case unless you can get eBay to close it in your favor right then and there.