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Buyer wants return, claiming damages.
I am baffled. Before shipping an item which had been described as ' not working ' , I receive ed a note from buyer expressing concerns about potential damages because of packaging and shipping of the item. I assured him that I had shipped glassware and other more delicate things without ever having complaints about breakage. When the buyer received the article he complied about the packaging claiming it had been shredded and soon thereafter he mailed pics of damage to the metal part of the item which clearly was not there when I shipped it. I don't need any headaches and would likely just send him the money, but I truly suspect that something is foul, that there is method to the madness. Can any experienced seller advise how he would handle the situation. Thank you
comics-scifi-collectibles
Mentor2 years ago@gmtmptn
Sorry this happened....
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. Or refund without a return of the item.
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