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Customer ordered underwear
Summary: virtualshopnc shared their frustration over a transaction where they sold men's briefs listed as size XL, but the buyer claimed to have ordered a size Small. Despite clear documentation, eBay sided with the buyer, charging a $20 dispute fee and issuing a refund without a return. virtualshopnc expressed concerns about eBay's handling of the situation and the financial impact on their small business. lady_madonna explained the importance of cooperating with return requests due to eBay's Money Back Guarantee policy.
I sold a customer a pack of men's briefs. They are size XL - the listing clearly states in the description and specifics that they are size XL - pics show XL. When the customer received them, he sent a message asking for a refund because he "ordered a size Small" but received XL. I responded and asked him to review the listing and check the item he received and if I made a mistake, to let me know and I would accept a return or refund. Regardless, I asked him to let me know how we could resolve the issue to his satisfaction.
I did not get an answer and eBay notified me shortly after that he had filed a dispute. I responded with clear documentation that the item I listed was the item he bought. eBay has sided with the buyer and has charged me with a $20 dispute fee and the refund for the customer.
The ONLY thing I could have done differently is put the size in the title (which I usually do but, oops, I didn't in that listing). The size was clear in the photos and in the listing.
Why would eBay side with the buyer when he was clearly the one that made the mistake - plus he didn't give me a chance to resolve the issue. So now I'm out $40 (sold price + procurement price + $20 fee) and the buyer appparently doesn't have to return the item HE BOUGHT BY MISTAKE!
I'm sick and tired of eBay catching every little thing that I inadvertently do (I've had several listings removed for various reasons - all of those listings can be found all over eBay. I guess I have a target on my back. I'm a small seller with tight margins. eBay is killing me.
Someone please explain why they sided with the buyer.
DeeDee
Virtual Shop NC
lady_madonna
MentorAug 7, 2026 at 10:14 PM · EditedIf the buyer filed a return request, you needed to immediately cooperate with the request and provide a prepaid return shipping label in order for the buyer to ship it back for a refund.
Buyers are covered by the Ebay Money Back Guarantee, so Ebay sides with the buyer.