OP, by all accounts you are very inexperienced in selling on eBay. That means you don’t realise some of the basics about selling here… and others replying to you have been explaining the policies and T&Cs of eBay selling. It can seem rigid and unhelpful - I know what you wanted was a solution that would result in your “no refund” stance being upheld.
So… as said, when a seller ticks the “no refunds” box in their listing, that refers only to voluntary refunds, not mandatory ones. When a buyer claims that an item isn’t as described (e.g., controller isn’t working properly, except where the listing states “not working”, “for parts”, as appropriate), that’s a mandatory right to be refunded through eBay’s MBG (Money Back Guarantee). The seller will need to refund and if they want the item returned, they also pay for the return postage.
Read here for the information regarding returns: https://www.ebay.com.au/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
Read here for all of the options under the MBG: https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-pol...
In the situation you’ve described, it does sound as though possibly the buyer simply needs to reset and pair. Hopefully this will resolve the issue.
First step when a buyer contacts you with an issue is to see whether you can provide clear and helpful instructions to resolve. It’s best not to expect the buyer to google for a solution. Put yourself in the buyer’s shoes; it’s so easy for the buyer to open a SNAD / INAD dispute and to win, so it helps YOU to help the buyer in the most efficient and most helpful way.
(SNAD = significantly not as described; INAD = Item not as described. They mean the same thing.)
The hard reality is that once the buyer says an item isn’t as described, it is almost always going to end in the buyer’s favour. Be prepared for that - but if your buyer is able to successfully pair to his console and get it working, all good.
There’s excellent advice available here; it may not be provided in a way that is soft, but it reflects the reality of selling here, and how to avoid worse pitfalls than having to refund. For instance, if a buyer opens a return request and you fight the return (don’t respond to the request with an acceptance and don’t provide a return label - unless you can prove item is as described, which is very difficult in a bot-driven process such as eBay provides), you’d end up with eBay probably being asked to step in (which means a forced refund in buyer’s favour, and a sanction which may impact your eBay fees and your ability to sell on eBay).
In other words, people were warning you about repercussions that could cumulatively be worse than one refund.
So… I strongly suggest you don’t shy away from posting here to get advice. The posters here can also suggest ways to list that makes it more likely a buyer will be happy with their purchase, and what sort of battles are worth fighting…
Good luck; hopefully your buyer has been able to get more than flashing lights happening. Fingers crossed…?
🤞🍀
If not… 📦🚚💰 … follow the eBay policies (eBay’s returns process) exactly; provide return postage label, wait for return, then refund.
🎮🤞
