Buyer wanting to return an item as not working, however they are not using it as intended

[nostalgiavideogames]

Hello Everyone,

Hoping for some knowledge on something new I'm facing.

So I sell mainly video games.  I have an open return for one not working, which in itself can happen as they're nearly 20 years old, even though I do check them. No complaints on that.

The issue I have is that the pictures they have provided is of them trying to burn it onto a PC..... and not even using the intended PlayStation 2 console.

My questions are

1) Am I forced to pay the return postage costs or can I deduct that from the refund.  Happy to ignore this and take it on the chin.

2) We will be marked down for them not using it correctly (seems unfair!)

3) In the event of neutral / negative feedback is that something I can get changed (again, seems unfair!)

If anyone has any advice on it, id love to hear it and learn it for future use! 

Josh 🙂

[**peaseblossom** · Accepted solution]

1.  You will have to supply a paid for postage label.  Once the item arrives back a full refund will be issued.  If you just issue a refund you could make it a partial one but would be more likely to get neg feedback.

2.  If you accept the return you won't be marked down.  You only get a defect if buyer has to escalate it to ebay.

3.  eBay only rarely remove negs so unlikely.

[nostalgiavideogames]

Thank you so much for your time and for getting back to me. I really appreciate your response, and it’s great to gain some helpful knowledge on that 🙂