Buyer wanting to return item with nothing wrong

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Hello,

I have a buyer who bought an item. It clearly stated that the item did not come with all the parts. They are attempting to return the item, even though it was stated that the item was "as is", and am unsure what to do as I do not believe I should refund them their money. What is the best protocol for this?

ezcollectables2025

90 View listings

Posted 5 months ago·Last reply 5 months ago

4 comments

fashionsandbeauty4u

Mentor5 months ago

eCommerce Specialist4810 View listings

@ezcollectables2025

If you could let us know what listing it is, we can take a look.

ezcollectables2025

OP5 months ago

90 View listings

https://www.ebay.com/itm/147167484927?_skw=garmin+dezl+otr800&epid=3038874357&itmmeta=01KK9KBYCA7SW33MH9NGRCQEKE&hash=item2243dd9bff:g:lncAAeSwkI1pkz3l&itmprp=enc%3AAQALAAAA0GfYFPkwiKCW4ZNSs2u11xByXP8N3kDcjoskUItsoFnnliqfPbpkrImX6KSWQ%2F3NeL%2FfHZczKqze7wRx5hhgCQyo0spcJi6o3%2FZQD%2FYjWkG28jPOwvU3bBwvt1dVmOcKw6jVDrbdHaKXvC7I6AwNjsUw4eNo0l4PM3ib9ESELUj1B%2FFe3stUgGZmdgN3efQ745gwwSqZiSkucDcL0A1pChlzUufOe%2B9kn2b%2FcLrHRMBL0%2BAAqBxA5xCdB6kh4UibokL8fgbCsrZd7LHW3xwy7qM%3D%7Ctkp%3ABk9SR6rmr7OaZw

ezcollectables2025

OP5 months ago

90 View listings

Appreciate the input

fashionsandbeauty4u

Mentor5 months ago

eCommerce Specialist4810 View listings

@ezcollectables2025

Thank you for sending the link. That listing appears to be from a different account. In looking at it though, the condition of the unit is shown as "open box". In the electronics category, an open box comes with all the accessories.

If this Buyer opened an Item Not as Described refund request on eBay, they are covered under the eBay Money Back Guarantee. That Guarantee overrides an individual Seller's return policy. You would only have three business days to respond to the refund request with either a prepaid return label or a refund. If you do not respond on time, eBay can step in on the 4th day and force the refund from your funds.

In the meantime, eBay has a Condition Guide for each category. I'm including the full description of Open Box in Electronics:

Open box: The item is in excellent, new condition with no wear. The item may be missing the original packaging or protective wrapping, or it may be in the original packaging but not sealed. The item includes original accessories. The item may be a factory second. See the seller's listing for full details and a description