This person purchased a 'manufacturer refurbished' computer on eBay. When the computer was delivered he found that the touchscreen didn't work. Lenovo support couldn't help. I spent an hour on the phone with him but that didn't work either. I offered to issue a full refund for a return which he agreed to. Later he claimed that he wanted me to pay his return shipping costs as well as the customs charges he paid. As per our return policy the buyer must pay for return charges, however I agreed to make an exception and offered to cover his return charges for him. The buyer left a negative feedback stating that I sold him a defective item which he purchased as 'New' and that I had refused to offer him a refund for his purchase !!