Buyer saying item is not new and faulty...what to do?

[BreadAndJamForFrances]

I sold an item at the weekend, it WAS new and had only been taken out of it's box to check that it was in working order and to photograph.
The buyer has messaged me saying it is not working. I replied saying it was in full working order when I had wrapped and posted it, he replied saying it isn't working and is not new either....and in a slightly threatening manner that he would rather we sorted it out between us, without getting ebay involved. He only has 2 stars, one of which was from me. He wants to return it at my expense....what would you do?

tell him to return it and once you have checked your security markings then you will refund in full

i just hope he isn't trying to switch and return his faulty item and keep your new item. I guess it depends what the item is and could this be likely?

Thanks for the reply......It was a blood glucose monitor, nothing flash! ....I sold it for £4.20 + £3 for postage....I decided just to refund, I know it was definitely working, but I can't be bothered with the hassle and fretting over bad feedback!

Last week, someone bought a badge from me, my postage states delivery within 6-7 working days but usually 1-2. On day 2 I emailed her to say the postage bags I had ordered had been 'lost in transit' and was waiting for another delivery, so there would be a slight delay.....she received the badge on day 5 and was not happy, giving me neutral feedback for 'slow postage'

Grrrr

you shouldn't refund it without him returning it - there's every chance he's trying it on "it's only a small price item so i bet she'll refund it without me returning it"

Yes, you're right.....if I state 'no returns' can I actually stick to that even if the item is supposedly faulty?

nope - no returns doesn't mean anything - best just to accept them otherwise buyers will open a dispute

no - no returns means you're not going to accept them if they've changed their minds. :)

If it's faulty, you have to refund, repair or replace (repair being the default)
but, he should still return it to you (and if it is faulty, you refund his postage too) if it's not faulty, you can refund the item, but not the postage - and make sure he knows that before you do the deal (if he's trying it on, he's not likely to send it back or carry on with the case, because he knows he'll lose the postage charge too)

Great, thanks for the advice...at least I'll be prepared next time! I've sold hundreds of items on ebay and have only had a handful of problem buyers...most people are lovely :)