Buyer states item received but defective. Returned item and it works perfectly.

[skinnybiddy28]

Hi

any assistance would be helpful.  I sold item. Shipped item "free shipping". Person received item states doesn't work. I informed them how to use it. They insisted they return. They returned item. Box damaged (from Australia post I assume). Item works perfectly.

I can tell this person never used item. Obviously change of mind.

My auctions states no return accepted - but in good faith I stated I would accept but if found to be fine no refund would be offered.

Do I have a leg to stand on or what should I do.....

what is EBAY going to enforce?

Assistance needed urgently.

[magpie13*8]

gosh the post could be a hassle. as they are meant to pay to return it with tracking. personally I think the new ebay guarantee will be the finish of ebay in 6 months. sellers have no rights left.
good luck mate

[cherry*135]

If you have the item, then you can't keep the money paid for the item.  The postage costs are an issue.

If the buyer opens a eBay money back guarantee dispute and claims item didn't work then eBay may very well believe them over you, unfortunately. Then you will have to refund, item cost and postage both ways.

Have you contacted the buyer since the item was returned and informed them it works as it should? Maybe offer them a refund of item cost only? Worth a try to avoid them opening up an ebay dispute. If they say no, then they will probably go down the eBay dispute route.

eBay can read messages from buyers to sellers and vice versa, so may be a good idea to send one that states the returned item has been received by you & is working as described.

[digital*ghost]

The way this sort of thing is supposed to work, you would be within your rights to refuse a refund and request the buyer pay the postage to return it back to them or the item will be disposed of accordingly after a reasonable period of time. 

But.... ebay lives in la-la land and doesn't recognise these sorts of things, so it's true that if the buyer opens a request of some sort stating the item didn't work, they will most likely get their way (i.e. their money back).

Personally, I would try and be done with it, and offer a refund  less expenses incurred and so forth, making it clear however that the item has been tested, found to work perfectly, but the refund is in the interests of goodwill.