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A buyer wants to return a damaged item
Hello, I am a fairly new seller and have come across a situation where a buyer purchased a bracelet and left positive feedback after receiving it. Two weeks later, they want to return the item because they claim it is tarnished and is not stainless steel. They would like to get a refund. The item stated no returns, and the pictures the customer sent do not match the pictures of the item when it was listed. The tarnish was a pink color and according to Google, this can happen to stainless steel from heat, salt, and oils. Ebay's return policy seems to give me no other recourse than to return the item and pay for shipping if I want the item back or let them keep the item and not pay return shipping. I would like to hear how others have dealt with similar situations. I have offered a partial refund, but have not heard back from the buyer yet. Thank you.
comics-scifi-collectibles
Mentor11 months ago@tv1000-2008 I understand that this is frustrating.
A no return policy doesn't mean no refunds. Keep in mind that your return policy is only for buyers remorse returns.... changed mind doesn't fit, etc. The eBay Money Back Guarantee overrules your returns policy.
If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label.
If you do not accept the return willingly then the buyer can ask eBay to step in and force a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.
If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=
Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns. The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.
Seller protection:
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=1