Buyer wants to return a item a month later.

[Anonymous]

i have a buyer who wants to return an item a month after he received it, claiming that it is defective. He has opened a claim saying that he never received the item but i have messages where he is saying that he has it but it is defective.  if it was defective i'm sure he would have noticed it when he first received the item, seeing as he's been using it for a whole month - i have also asked him if the item was working properly when he received it but he seems to be avoiding answering that question. i have asked him about 3 times and he simply continues to tell me its not working, instead of answering the actual question.  Before shipping an item out i test it to twice to make sure it works properly. Can you guys give me some advice of what to do about this?  

[oldwestgold]

Good question.  I see a lot of issues like this, especially with electronics. Checking your items sold and listed, I am just assuming it was in this category. I would suggest contacting eBay via email asap.  Provide the specific information and if you believe you have eBay messages that would support your case, ask them to review them for this buyer and transaction. Even though you do not accept returns that will not protect you against a return.  I hate to say it, but this is just how eBay operates. Just a heads up.  Work with the buyer always.  Try to compromise if there is anything that you can do, partial refund, etc.  As much as it may pain you to do that, it really will benefit you in most cases.  If all else fails, take the return and learn from it.  It is 99% assured that eBay will side with the buyer always. Make your case and ask for guidance from eBay.  Communicate with your buyer if possible during this time.  eBay will take a few hours to a day or more to reply back to you.  Good luck!

[orangehound]

Need some more information:

1. What is the claim that the buyer is using?  Is the buyer simply sending you messages ... or is there claim being filed through eBay for either "Item Not Received", or "Return Request"?
2. What date did the buyer receive the item ... and what date did you receive the request?

[Anonymous]

I've tried to work with the buyer but he did not answer yes or no to my question about trading it for a different item, as i no longer have the type of device he bought from me, i offered him a different one but he didn't answer the question.  The claim says he never received the item, so he can literally screw me because he says it never arrived. But messages exchanged say otherwise. 

[Anonymous]

Claim is "item hasn't arrived"

Item was received on February 26

I received the request on March 25th

[orangehound]

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@Anonymous wrote:

Claim is "item hasn't arrived"

Item was received on February 26

I received the request on March 25th

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Ok.  Respond to the claim with a statement such as "The tracking number is [insert tracking number], and it shows delivered."

If the tracking shows delivered, then the request will be closed in your favor.  No need to interact with the buyer.

[Anonymous]

you think so? considering ebay is on automated responses right now? 

[orangehound]

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@Anonymous wrote:

you think so? considering ebay is on automated responses right now? 

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If the tracking information has been properly uploaded after the sale AND it shows delivered, then eBay protects you against an "Item Not Received" claim ... I usually tag the tracking info into the claim just in case an eBay employee overlooks it in the system.

[7606dennis]

Did he open an INR dispute or Not As Described dispute?  If the former, reply to the dispute with the tracking number and if it shows delivered, you should win the dispute.  If the latter, send a return label and refund upon return of the item.  You really have no other choice.

Of course, if the 30 day deadline for opening a SNAD dispute under eBay's MBG has pasted, the buyer may have to open a dispute in PayPal which gives them 180 days.