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Buyer is saying not as described
we shipped 240 year-old dolls to a buyer. The buyer then stripped them of their clothes and their hairstyles and took pictures of them without the clothes and hairstyles and said it is not as described and they’re in bad shape. We listed the dolls as used and had 19 pictures. How should we proceed since the buyer is clearly not telling the truth.
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comics-scifi-collectibles
Mentor9 months ago@bvitucci I understand that this is frustrating. However you need to accept the return OR come to an agreement on a partial refund if that is better for your bottom line. If you do not then eBay is going to force a refund from your account.
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 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