Buyer is trying to refund but eBay wonâ€™t stop it

Question

I am proof of the headphones working and they are trying to refund and say I didnâ€™t post the listing as they were what do I do

mr_lincoln · Answer

Hi @caysch-83

-You are a new Seller, Buyers will try to take advantage of you.

-Accept the return and provide the Buyer with a pre-paid return shipping label.

-Your "proof" is meaningless to eBay, they will never see or hold the headphones to see if they work. It is your word against the Buyers.

-Refund the Buyer when you get them back.

-If they work when you get them back use the Report Buyer link on the Sold item that they are abusing the return process.

ewsupply · Answer

@caysch-83

In events like this most of the time Ebay will side with the buyer. If Ebay steps in they are going to rule in the buyer's favor , you get a defect , you don't get your sellers fees back , buyer keeps the item.

Here's how returns work:

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.

Ebay Money Back Guarantee overrules your returns policy. 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 over used the Ebay MBG policy 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=12&pos=3&quer...

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=12&pos=4&query=Sel...