Return and refund of computer software

[peterjules]

I sold three Sims2 used games on eBay and the buyer claims the expansion pack (which is part of the major pack of 4 discs) will not load.  They now wish to return it and get a refund.  I am concerned that they now have the software installed.  When quizzing, they said they already had the two other games but wanted the expansion pack on the major pack.  I have sent them many links explaining what the pack comprises of and how to install and use but they claim it is not working.  Do I give them a refund (it was only $25 but I am worried that they now have a copy of the game).

[*bad*angel* · Accepted solution]

I would ask them to return it, at their cost, so it can be checked;  this is normal procedure.

You cant control whether they have a copy or not, but you can control what you offer after the item is returned.

If it's found to be faulty you should refund all costs to them including return postage even though you dont have to include the latter, but good sellers will do this.

If it's not found to be faulty think about what you want to offer, such as (a) give a refund of item price only or (b) no refund and they can pay more postage to send the item back to them again or (c) refund of full initial payment  or whatever.

If you cant be bothered doing any of this you could offer a refund of item price only and tell them to keep or chuck the discs rather than returning them.