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buyer wants return
sold a iphone 14 pro in excellent condition almost brand new!! the buyer wants a refund claiming it was not as described in the request form the picture he included is a totally different iphone and the whole screen is lifted off phone also. also he left a note in initial request saying "this is a sarcastic. why wont you take good phone for return."
any help would be great i sent a partial refund of $1.00 trying to get response
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comics-scifi-collectibles
Mentor2 years ago@electrostore 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. You can try and appeal the return request once you get the phone back and report the buyer for return abuse.
The 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 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=12&pos=3&query=Report%20an%20issue%20with%20a%20buyer&intent=report%20&context=9056_SELLER
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=Seller%20protections&intent=seller%20protection&context=DEFAULT_SELLER