Buyer wants to return installed item

[navysuit]

The item is for a boat and requires installation (wiring etc.). I have a 30 day return window which has lapsed. The buyer is now wanting to return the item saying a component doesn't work. If it was another retailer (i.e. walmart), they would make the buyer go through the manufacturer for repair. I've read that ebay is buyer friendly. If I decline the return, will I lose any case the buyer may bring?

[dtexley3]

You will lose the case if you deny the return.

If you offer 30 day returns you can deduct up to 50% of the item price when you get it back if it's not in the original condition (ie it's been installed).  If your listings are setup as No (remorse) Returns you will be refunding the buyer in full.

[cream_couture · Accepted solution]

Since it is past 30 days, eBay won't make you take the return. They are out of the money back guarantee period too. I would tell the buyer sorry, but they need to contact the manufacturer. FYI - The buyer can still leave feedback, up to 60 days. 

[navysuit]

I verified this with ebay and you are correct. I'm still worried about a charge back or him opening a case with Paypal. Do you think I will lose that case? I just don't want to be in a position where he keeps the product and money. It is very expensive. He also doesn't seem to want to troubleshoot the issue to figure out if it can be resolved.

[cosmo2tan]

I would look at Ebay return policy currently. With COVID going on Ebay is allowing buyers 21 days (if i remember) to return the item. They are giving buyers a longer return time.

[cream_couture]

I'm not sure if you would lose a Paypal case. He can file up to 180 days, but I'm not sure the likelihood of the outcome. Paypal requires a return before refund and the buyer would have to pay the shipping to return it.  On the list of things that buyers can open Paypal cases for, I don't see defective specifically listed - https://www.paypal.com/us/webapps/mpp/paypal-safety-and-security

I had a buyer request a return after my return time frame so I declined the return. The buyer then went to Paypal to try to force a return and I uploaded my return policy and a pdf of the case they lost from eBay and Paypal closed in my favor. However, that was over a year ago. Personally, I wouldn't be worried and would decline the return politely. I would give the buyer the number/contact info for the manufacturer. If they go to their credit card or Paypal, I would respond with the same information (that he requested outside of the return timeframe). 

[cream_couture]

The extended return time frame applies to already open return cases. The end result is buyers have longer than normal time to ship something back and returns can remain open longer than normal.  eBay is not allowing for longer time to open a return request. Here is a link - https://esellercafe.com/ebay-extending-returns-ebay-money-back-guarantee-timelines/