eBay Buyer requesting return help

Hi, sold an echo show via eBay, it was brand new and sealed. The individual in question wanted it next day (at my expense) so I sent it via next day as it was apparently a gift.

I've got the serial numbers on my Amazon account from where I purchased it brand new. He's now saying it's not new and refurbished and the unit doesn't work. Suddenly he's already got an echo show 8 so doesn't need now.

The return request literally shows the plastic seal Amazon provide at the bottom, looks like he's just butchered part of the box after no longer wanting it.

Now it's not fully sealed, I'm out of pocket for the delivery fees and apparently it's magically faulty when I've got proof it's brand new

What do I do about this? (The picture for the return is below)

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17th Feb
You will have to wait to see what you get back.

If you do ever sell there again, don't be pressured into sending something quickly. If they need it urgently they pay, not you. You will lose the outward postage as you'll have to refund everything he paid.
Author
17th Feb
Have been put off eBay, shame as most people were pretty good to deal with. Will just take the loss and call it a day.

He sent a picture of the serial number, I sent proof it was new from Amazon. Turns out it wasn't activated so don't know how it can be laggy.

He's now claiming he wants a return as it wasn't sealed, so he had seen a 'unsealed' item, wanted to return it, proceeded to unbox and without logging in found out it was laggy
17th Feb
I wouldn’t accept the return because it was opened, I would contact eBay to ask them what should I do
17th Feb
It's not really an option to refuse a return.

As everyone else has said, accept the return, see what you get back.

I would kill him with kindness and apologise but let him know that you will take the matter up with Amazon as they supplied the serial number. He may/may not twig what you actually mean.....

Why did you send it 'next day' at your own expense?
17th Feb
Accept the return and as long as the serial numbers match give the buyer a refund. Yes you will lose a few quid reselling but that's just a chance you take selling on ebay.
17th Feb
The obvious takeaway:
to avoid exposing yourself to the trauma of difficult customers typically tolerated by businesses:
do not shift stuff on the bay.
17th Feb
All, you can do if reply politely asking him to confirm he hasn't accidentally confused one with another and tell him to check the serial number.
It may spook him into deciding it OK after all. Of course, it may be faulty (you haven't tested it)
Author
17th Feb
Is that I may have sent the incorrect item or he may have it confused with another item, so the serial number allows me to confirm it's new? Thanks

May give it a shot before just accepting the refund
18th Feb
I’ve stopped selling on eBay due to buyers like this. I’ve found the ones more vocal on rushing delivery cause issues once delivered, and were not pragmatic people. I had a return due change of mind, an Apple TV I sold as opened like new, buyer forced a return some how through eBay and came back chipped/scratched and packaging missing. Ebay issued full refund as tracking showed delivered. Contact eBay and they said it may not have been the buyers fault it was damaged so nothing they could do. Ebay is too one sided with buyers. I relisted and ended up losing £40-£50 overall. would rather have just given it away than dealt with the hassle (edited)
17th Feb
Just let him know that you will accept the return and that you have a record of the serial number should he be doing this to swap tour item with another.

I stopped selling on eBay years ago, I sold a brand new boxed Sony Cd/iPhone dock years ago and the buyer decided claimed it was faulty. Went through a load of hassle as I requested further details, even asked him to talk to Sony CS as it was still under warranty etc.. but he would send me no info on the actual fault etc. I was generally being as helpful as I could. The buyer clearly didn’t want to return and what he was after was some money back.

Took this up with eBay and they were as unhelpful as an unhelpful person who hates your guys could be. I think I ended up refunding him £20 in the end just to be shot of him in the end.

Have never ever sold another item on eBay since. (edited)
17th Feb
Accept the return.
Is it still under warranty from amazon? sent it back to amazon
Author
17th Feb
Amazon confirmed it wasn't/has never been activated. Buyer clearly just didn't want it
18th Feb
If you really want, then you can push back, but how much hassle is it really worth to you!?

The pragmatic option is, as others have said, to accept the return, and hopefully, it'll come back in good condition so you can resell. Of course, if it doesn't, then do pursue. You're down time and some money, but (unfortunately) that's today's eBay seller experience.
18th Feb
I presume your a private seller, but as a business seller you are allowed to make to deductions up to 50% of the refund, if then item is not returned in the same condition i.e they have damaged it or used it.
It might be worth trying your luck and stating this.

Something like....As per eBay rules on refunds, the item must be returned in exactly the same condition as it was sent, if not sent in the same condition (as per your emails) or has it now been used, up to a 50% deduction will be made.

I have done this before and it could go either way, either he will get worried about returning and not return it, or it they will argue. Also you could receive a negative and be no better off, but people like this might leave a negative anyway to keep to their story. Its a hard one with no correct answer, but you do get dishonest buyers and some are unbelievable. (edited)
Author
23rd Feb
Opened a case with ample evidence, eBay found me not at fault, thought that would get rid of the negative feedback though... Item itself is not faulty whatsoever
23rd Feb
Good to hear