Ask ebay to step in for a seller for a return

Question

Buyer saying item damaged and wants refund. I suppose not damaged but parts loose. Most likely buyers remorse. Had item for 20 days. Can't figure out how to get ebay to step in and help. Worried buyer dropped or altered item. If it were a couple hundred no big deal. But it's expensive.

Have gone to returns refunds under seller help

Take action

Only returns are visible no option for ebay to help

Suggestions?

comics-scifi-collectibles · Answer

@azmasonry You need to accept the return. An agent can not change this policy. I have sellers come here often and say that eBay said I didn't have to take the item back and then eBay forces a refund.

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. Your return policy only applies if the buyer files a buyer's remorse return: Doesn't fit, changed mind, etc.

If you do not accept the return willingly then the buyer can ask eBay to step in and forces 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