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Buyer disassembled Xbox, broke internal component, and is returning it — Need advice on next steps/appeals!
Summary: kkj85 is seeking advice on handling a return case where a buyer disassembled and damaged an Xbox Series X post-delivery. The buyer admitted responsibility for the damage but has filed a return request citing the item as "Not As Described" on eBay. kkj85 defended using eBay's policy, offered a partial refund, but eventually accepted the return to avoid performance defects. They are looking for advice on managing the refund/appeal process and reporting the buyer to ensure eBay's Seller Protection is effective once the damaged item is returned.
Hi everyone,
I’m looking for advice from experienced sellers on how to handle an active return case where a buyer opened, disassembled, and damaged an item post-delivery.
Here is the exact timeline and situation:
Item Sold: Xbox Series X (1TB) sold as "Used - Fully Working." Used personally at home with zero crashing or technical issues prior to dispatch.
Initial Use: Buyer received the item and used it for ~10 days post-delivery.
Buyer's Disassembly & DIY Damage: Instead of contacting me about a fault, the buyer decided to open the console casing to replace the thermal paste. In their own written message, they explicitly stated: "I opened it to replace the thermal paste and unfortunately damaged the Nexus connector. I fully accept responsibility for that particular damage."
Third-Party Inspection: The buyer then took the damaged Xbox to a third-party repair shop, where the technician claimed to find evidence of previous motherboard work/bypasses (which I had no knowledge of, as I bought it second-hand previously).
Return Request Filed: The buyer opened an official "Item Not As Described / Missing Parts" return request on eBay.
Actions Taken So Far:
Defended via Policy: Responded in the return request citing eBay's Condition of Returned Items Policy, noting that disassembling, attempting self-repairs, and damaging an item post-delivery alters the unit and voids return eligibility.
Offered Goodwill Settlement: Offered a £120 partial refund (allowing them to keep the item) as a compromise. The buyer declined this offer.
Accepted Return to Prevent Defect: Because automated eBay systems tend to force returns automatically when "Ask eBay to step in" is pressed on INAD cases, I decided to accept the return request before the deadline to protect my seller account from a performance defect. The item is currently in transit back to me.
Current State & My Questions:
I have not issued any refund yet and am waiting for the parcel to arrive so I can film a continuous unboxing video.
The console is being returned in an altered state with broken internal board connectors caused by the buyer's DIY attempt.
For experienced sellers who have been in this situation:
Once the damaged unit arrives (or even if he repaired it first then send me back), what is the most effective way to handle the refund/appeal process so I don't get forced into a 100% loss or no loss at all ?
Has anyone successfully appealed to eBay Support using the buyer's written message confessing to disassembling/damaging the item?
Any specific tips on how to report this buyer to ensure eBay's Seller Protection handles the case properly?
Thanks in advance for any insights!
*vyolla*
Mentor1 month agoOffering a partial refund may go against you, only because it kind of indicates that you're accepting partial responsibility for the item not working correctly.
As soon as you get your item back report it as being returned damaged and reference the eBay message you've received in which the buyer admits to damaging it. I'd also contact eBay at that point and ask them to read the message.