customers want to return a non returnable item - is it better offer 30 day guarantee

[ruthere2buy]

I sold a sealed new modem (non refundable) item and listed as works with comcast. The buyer said she was on phone with AT&T for 2 hours and it did not work so it was defected. Ebay said I had to pay her back and they even took out final seller fees.   It was not my fault they bought the wrong type of modem.

Is this how it works and what could I do to improve my outcome.

Does offering a 30 day guarantee help in any way.

[jeannicho22 · Accepted solution]

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@ruthere2buy wrote:

I sold a sealed new modem (non refundable) item and listed as works with comcast. The buyer said she was on phone with AT&T for 2 hours and it did not work so it was defected. Ebay said I had to pay her back and they even took out final seller fees.   It was not my fault they bought the wrong type of modem.

Is this how it works and what could I do to improve my outcome.

Does offering a 30 day guarantee help in any way.

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Everything on eBay has a 30 day guarantee....LOL....regardless of your return policy.  If your buyer opened a INAD (item not as described) return within 30 days of receipt, she can return and you will pay return shipping and refund the full cost including original shipping once it arrives back to you.

You MAY have a chance in getting eBay to close in your favor IF you can get them to look at the notes and determine the buyer has altered the item.  Altered items are not protected in the buyer MBG.  Since this item was advertised as an unopened, new in box item, and the box has obviously now been opened.. you may be able to get it closed in your favor.  You may also want to point out to the CSR that the buyer has admitted contacted a service provider not listed in your description.  It's worth a try.

NO, I don't think offering a 30 day guarantee would have helped you in the least... She's opting for eBay's 30 day guarantee.

[kensgiftshop]

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@ruthere2buy wrote:

I sold a sealed new modem (non refundable) item and listed as works with comcast. The buyer said she was on phone with AT&T for 2 hours and it did not work so it was defected. Ebay said I had to pay her back and they even took out final seller fees.   It was not my fault they bought the wrong type of modem.

Is this how it works and what could I do to improve my outcome.

Does offering a 30 day guarantee help in any way.

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"Time Warner and other service providers"

According to your listing, it will work with other providers.

If you relist it, just mention the companies it will work with and leave out Other Providers.

As you've noticed, on Ebay, there is no "Non Returnable" items.

If buyer filed an INAD, about all you can do is provide return shipping and give a full refund once you get the item back.