Buyer trying to get a refund - help

CMQ

Hi all

I sold an IPL hair removal device on eBay 3 weeks ago. In pristine condition and I tested to be working (and videoed). The woman has messaged Today saying she used it and then when the battery died she charged it and now claims it’s not working. I suggested she charged for 8hrs or overnight and she returned saying it still wasn’t working (it was not 8hours though in between messages!). I suggested she read the manual and she reckoned there’s no help in it (there is, for this exact troubleshoot). She’s now requested a return.
I’m very dubious of this, she’s had it 3 weeks and I’m quite confident it’s either user error or she’s broken it/doesn’t like it.
I’ve message eBay now with my concerns. Does anyone have any experience of this? Are eBay likely to side with her even though she’s said it has worked initially?

Thanks.

forgotmyname

If they claim its faulty they will get their money back. You can fight it but your likely to lose out.

Yep, they probably tried it and didn't like it. But if they claim its faulty they will win. Be nice and see if they will return at their costs. Otherwise your going to have to pay return costs also.

Being stubborn is likely to be worse for you rather than them.

soolin

What sort of return has she requested? The case should give you your options, if it was a change of mind return and you are a private seller it will tell you that you can refuse it (but that risks your feedback). If it is a SNAD claim then it will only give you the option or sending a label or refunding without a return or messaging the buyer- the latter does nothing at all to stop the clock and if buyer escalates without getting a return label than you get to refund without a return required and you get a serious defect.

As forgtomyname says, it is near impossible for a seller to win a SNAD claim.