Asking for a return after more than 40 days of using the item

[catalogeek]

One buyer purchased an item (Digital Camera) from my Store on September 15th. He received the item the 19 th and I did not receive neither a message from him nor his feedback. Today, the 27 th December, he wrote me a message which said that he will return the item because it has a defective part (flash). I always test all my items before being listed and I am pretty sure that everything with this camera was in perfect condition when I ship the item.

On the other hand, the item description clearly stated that returns are only accepted within 14 days, and besides I offered a 30 days limited warranty for defected items. I don’t know what I have to do because both, policy return and warranty have already expired. I know the 45 days Paypal Buyer Protection, but How can I protect myself from a scammer buyer which probably damaged the camera and know is asking for a refund? Any suggestions or information will be greatly appreciated.

Thanks

[heidilynn0_3]

Hi catalogeek.. I'm having a problem with your math..using over 40 days . Sept 19 is over 3 months.

If over 3 months i would reply (politely) immediately advising that you will refuse to accept the return and buyer will be out shipping plus return to sender. Cannot accept responsibility for an item that has been used for that period of time , listing terms that buyer accepted etc.

[heidilynn0_3]

PS ..be sure to add the buyer's ID to your blocked bidder list.

[ok_so_im_50]

Tell the buyer that they need to take their camera to the repair shop.

[catalogeek]

Yes. I am sorry. The item was sold on November 15th.

Thanks

[reallynicestamps · Accepted solution]

Since the item is still covered by Buyer Protection, tell the customer to return the entire purchase with Delivery Confirmation for a full refund.

(I assume that you either cannot or cannot afford to fix the flash attachment)

When it arrives, refund in full. This follows Paypal's Buyer Protection standards. The seller is not held responsible for the buyer's return costs by Paypal.

If the problem does turn out to be your error, it would be a Best Practice to also refund the return postage. Ouch.

I would not return the camera after the problem is fixed. Once bitten, twice shy. I would also add this customer to your Blocked Buyer List.