Buyer wants to return.

tootiemac

Hi, thank in advance for the advice and sorry for the length.
I sold an item on ebay which would need to have been a very computer minded person who bought it because it was a very geeky item but I sold it and when it left me it was working fine.
I got an email from the buyer about 4 days after them receiving the item saying they "had followed the instructions and everything and couldnt get it to work any advice??" I replied back that i had only used the item in XP so could help with the operating system they were trying for. This weekend (almost 2 weeks after being sold) they emailed again saying still couldnt get it work and they wished a refund. so my questions are :
1. I am not a business - do i have to accept return and refund??
- My listing stated no returns. does that mean i dont have to?
2. if i do agree to refund - what should i refund, original value(yes) but what about postage - just sending or return aswell.

3. how should i word my response should i say -- Yes please send the item back to me and once i have received it i will it will check the item over and if i cant find the fault will refund.

Now as I said at the beginning this item was very perticular it took me a while to get it working so there is a high chance they are doing something wrong. but what is my best course of action.

thanks
vicki

theonlywayisup

Ebay and Paypal give the buyer 45 days in effect. The buyer could argue that the item is not as described, as it doesn't work for them.

Ask the buyer to return it to you and explain you will refund upon receipt.

You must return their full original purchase price, including the postage. It is up to you if you refund the returns postage but if the item is fully working upon return you may not feel you should.

Once refunded, ask the buyer if they would agree to cancel the transaction (mutual cancellation request) as Ebay will them reimburse your final value fees.