Buer requested refund when he is wrong

Question

I sold with the "No Refunds" option, a Mac Pro 2010 fully functional and exactly as described in the listing. The buyer confirmed on 16 January that the machine had arrived and was working, and shared a photo showing it powered on. I was always available to help him in the eBay chat. But he reported issues weeks later and only after the buyer attempted system changes, which indicates a software or configuration matter rather than an undisclosed fault.

Now he raised a Return on my item becase according to him it "Doesn't work or is defective". I have taken an action replying to him very politely. So no refunds/returns, but eBay tells me to resolve the request by 11 Feb. Why? What happends after the 11Feb?

Can I ask eBay to step in? How?

tressygirl · Accepted Answer

A No Returns policy with not over ride any fault a buyer finds with their item ,if this falls within 30 days of the item's last estimated date for delivery. If they have opened a case for item not as described within this time, it's all automatic, no point challenging it at that point with no human contact. You need to accept it within 3 days, pay for that fully tracked return postage if you want your item back first, do not refund until it's back with you, you then have 48 hours to fully refund...