@collectable-chris wrote:
A buyer claims the item is not as pictured, which is not true. The itek describtion also details, "may or not be in working condition, and Sold As Is. Why must I accept a return and refund.
I'm not sure what item you're talking about, but many of your items have a return policy. If it had a return policy and the buyer opened a SNAD claim in eBay, eBay will always force the return and refund. I did find a few items that was listed as "Sold as is", but then it was listed as "New other (see detail)" or "Used" which has VERY specific meaning on eBay. I suggest you read those meanings.
The best way to protect yourself from fraudulent SNAD claims is to have a "No Returns" policy and list items with the condition of "Parts or Repair Only" (where available). Where that drop down is not available, typically you can leave the condition "blank". That won't stop them entirely, but it will give you a fighting change to win. I wrote about SNAD and how to fight them back in Nov 2016 (on this id). You might want to read that and get some insight from other sellers and how eBay looks at it. Just click on my name name and search for "SNAD" and choose the 2nd one down. Its a long read but it has a lot of information.
Remember the rules:
1. EBay CS Rep's are less then knowledgeable (i.e. don’t trust what they say)
2. Do NOT let a case Timeout
3. Do NOT ask eBay to "Step in" (aka “help you” aka escalate)
4. ALWAYS get the reference number of the phone call, mark down the date and time
5. If the eBay CS Rep claims to have put notes in the case, have them emailed to you.
6. Never escalate a case unless you can get eBay to close it in your favor right then and there.
