Buyer claims item does not work

samtheman_2

i have sold a new item - customer is claiming item does not work. What should I do. I do not want to refund until manufacturer states there is a fault - your views?

bleugh

get them to send it back (their cost) BEFORE discussing the possibility of a refund.
if you see it is faulty, then do what must be done

Hintza

I had a similar recently; sold a ladies citizen DRESS watch. Buyer complained that they had bought it to DIVE and it had let in water. I'm afraid I directed them to the manufacturer.. Needless to say I got the:- "don't trust this seller" feedback

But I do not see why I should pay for a buyer who has used an item outwith its fit for purpose. They really shot themselves in the foot when they let slip they had bought/used it for diving.

In general I think you have to look at each case in turn and normally give a refund. I know some returns will be buyers remorse etc but what can you do except call them and talk to them to check story holds water.