Buer requested refund when he is wrong

[strasenbahrn]

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 solution]

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.

Stick within those timelines,  and your seller performance is not affected.

If eBay step in and refund, should the case be escalated, if you think the decision for the refund unfair,  you can appeal, link below shows the process.

I'll admit it's not easy,  eBay do not see the item in question and they do tend to side with a buyer's view, but worth a shot appealing.

Link for appealing a decision..

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@strasenbahrn 

[tobiasd4]

If buyer has opened not as described case, you issue returns label & refund in full on return.

No point arguing, you will lose item & money.

No returns only applies to change of mind request for private sellers.

You have to accept not as described case.