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Buyer claims damage that is questionable
I received a return request for an item that the buyer has claimed was damaged (potentially in shipping) and it does not appear to be the same item I sold him. The photos the buyer attached to the return request display a unit that appears to have a lot of soil debris....and does not look like my unit. I only took a few photos of the outside of the unit for the posting (and the photos the buyer has are of the inner cavity where a water carafe fits that has the soil debris). Any details, that can be provided on my options would be appreciated!
2 comments
comics-scifi-collectibles
Mentor1 year ago@classicsilk I understand that is frustrating.
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
classicsilk
OP1 year agoI appreciate you taking the time to respond, thank you for the information.