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Buyer was allowed to return item listed as no returns accepted. Item is damaged. Buyer refunded
I listed an item for sale as "no returns accepted". Open box - brand new never powered on electronic item.
The buyer contacted me with question about the item. I clarified the exact model of the item. The buyer immediately purchased the item.
The buyer received the item, decided it wasn't what they wanted, opened a case claiming that the item was not as described.
Ebay allowed the buyer to return the item without giving me any chance to appeal. I contacted ebay several times and spoke with them on the phone and every agent could see that the buyer submitted a false claim.
Now the buyer has returned the item and been given a full refund by ebay.
I cannot contact ebay or have them call me. The option just doesn't exist anymore when I go to the same exact Help steps I went through before.
The item is damaged, has a funny smell that cannot be removed. There's no way I can resell the item in its current condition.
How did ebay let the buyer get away with this?
How can I update the feedback I left for the buyer to reflect that they are not trustworthy?
cestiii
OP2 years agoIf that's 100% true I'll be deleting my eBay account permanently. Thanks for the help.
comics-scifi-collectibles
Mentor2 years agoThat is true. You can talk to customer service if you wish but it won't change the site policies.
eBay agents are working from home so you have to request a call back or live chat.
1. CLICK THIS LINK:
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
2. Request a call back
3. Or you can also contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.
https://twitter.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
comics-scifi-collectibles
Mentor2 years ago@cestiii 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.
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