Buyer wants to return an item as defective although it works?

[product2people]

This is the second time in a month this has happened to me. The first time, the buyer admitted to the product working and then he could not figure out how to properly update his software (it was a game controller) to get it to work on his device. Thankfully that buyer closed the return shortly after opening it and then told me he got it to work by hitting it on the floor a few times. 

Now I have a buyer trying to return an item as defective over a week out of the return window. The item is clearly shown to work in the pictures I provided (powers on properly and other information such as compatibility is unknown). Despite all of this, I will accept the return and simply resell the item as I know it works.

The problem is that although I have it set as "buyer pays return shipping" I am not given that option on the return screen. It says I need to pay for return shipping and send the label to the buyer? It also says I need to take action by January 28, but I've already sent a message to the buyer via the same screen- no response. How can I go about getting the buyer to pay the return shipping and if the product is truly broken, I will refund them the shipping charges?

Thank you for any help. 

[loveyourimagination49]

You have to pay return shipping on an item not as described case. eBays MBG overrides your policy.

[product2people]

But the item is exactly as described? It was shown as working and it definitely works, the buyer most likely just didn't research compatibility correctly. You'd think if the item didn't work, the buyer wouldn't take over 20 days to say so. I'm willing to refund the return shipping if I receive the item and it does not work. I only sell things here and there on Ebay so this is the same as throwing my money away and it hurts. 

I guess I already knew though judging by the amount of complaints here on the forum. 

[sam9876]

How do you know that it works right now?

[loveyourimagination49]

Make sure you send the buyer a shipping label and respond to the case return for refund before eBay steps in.

[juststuffisell]

eBay policies require you take the item back. If you do not authorize the return, you may end out both the money and the item.

Most times, it is not worth fighting on these issues with eBay. Sellers have figured out how to game the system and you are probably getting gamed. Don't be shocked if you don't receive the original item back, or....that the buyer used, abused and broke your item and is now sending it back.

Unfortunate, but it does indeed happen.

Approve the return label and see what you get back and what the issues are. If the item works as described you can call eBay and try to get compensated for your shipping costs.

Cheers

[cream_couture]

Being that you accepted the return as defective, I don't think there is a way to get out of paying return shipping.

If it was outside of the return window, you could have denied the return. You even could have denied it in the system and had the buyer ship it back to you if they wanted to and then refunded them if it was truly defective once you got it back.

[robot-hands]

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@product2people wrote:

How can I go about getting the buyer to pay the return shipping and if the product is truly broken, I will refund them the shipping charges?

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You don't now.

You could have denied the return and then told the buyer to ship it back at their own expense....refunding them if you wished to after it arrived.

Technically your buyer could close the ebay case and open a paypal case. That is quite unlikely though.

Why did you accept the return in the first place?

[product2people]

That's the thing, I haven't accepted the return. My return window is 14 days and the buyer opened this return over a week after this period ended. There is no option to do anything other than pay for the shipping label and accept the return. The other options are just offering partial/full refund or offering the buyer another item as a replacement. No way to deny the return.

The buyer also finally messaged me back and admitted that the item works, he just did not do his research on compatibility. I'm only upset because of the shipping. I'm only a small, part-time seller so every dollar counts. But, I see my only option is to give in as it looks like ebay is really focused on "the customer is always right."

[loveyourimagination49]

If you have that it works in eBay messages, call them and have them read the message and get the case closed in your favor.
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