Am new to selling on Ebay think my first buyer is trying to rip me off advice please?

[JudgeJudyAndExecutioner]

I have sold a brand new anti virus software sealed in the box.

My buyer is claiming he can't install it and has called Norton for advice and they could not help him, he wants to return it for a refund.

I think he has just copied it and is trying to pull a fly one.

Where do I stand as a seller, he has damaged it by opening it so it is not in the same condition as when it was sent, also will I have to pay him a refund including postage plus postage to send it back to me?

Am very angry as I just know he is taking the p*

Please help with advice?

Just an idea but could you ask him for Norton to send you an e-mail confirming that the software would not work before you agree to issuing a refund?

I thought of asking him to forward me the email from Norton but he will probably say he rang them and I don't think Norton will be able to tell if is working or not anyhow if all he has done is ask their advice.

Why won't Norton help him, do you know?

Don't know what you can do about the software but he has to pay the postage if he does send it back. It isn't your fault it doesn't work. I presume he has bought the wrong software.

Did you say in your advert that you would refund? If you didn't then I don't think you have to. Depends if the software is faulty or whether he has bought the wrong version for his computer. If he has bought the wrong version then it is a case of 'buyer beware' and he will have to lump it. If it really is faulty then I suppose you do have to refund.

Trouble is how do we know if it is faulty?

I did not specify a refund policy (silly I know but a newbie)

I am wondering if I should tell him that he can return it I will have it tested and only if it is faulty can he have an exchange.

That way I can take it back to where I bought it and get them to test it, if it is faulty they will give me a new one I can then send to him, if not then I can get something in writing from them.

I think thats a good idea JudgeJudy, then you'd have proof that it was faulty and not just that he got the wrong one for his machine/copied it (when you know for sure its faulty you can offer him the replacement or refund).

Ok I have emailed him and said please return it to me (and told him to get a proof of postage) and I will get it tested and if it is faulty I will send you a replacement.

Have also spoken to Paypal and they say if it is not faulty I need to get it in writing from the company and return it to my buyer and if I provide them with that proof then they should uphold the sale.

Am waiting to hear from him.

Just for anyone thinking of selling anything on ebay that could be copied, it is a risk! I won't be selling anything else that could be copied.

gosh!!!... the thing is, if he has installed it, he doesnt need the disc anymore just the code and he could just write that down. then you cant use it either and you will not get a refund from norton.
i cant see why it wouldnt work unless he has a really old computer. and norton are really helpful usually.
he has probably bought the wrong one (which is not your fault) or is trying to pull a fast one.
i am trying to get rid of my last bits on e-bay as i have had enough of the scammers and non paying bidders etc. some people just have to ruin it for everybody else.

Mellie you are right I wonder if I can contact Norton and find out if he has registered the code?

you could try calling them, i had a look in my user guide and the number is 02076165600 for customer services