Customer service

Question

So eBay is telling me that's it's ok for the buy to keep the item and request a refund but won't send the items back and they said they can do whatever they want to

gosimus · Answer

@amsch_0 < eBay is telling me that's it's ok for the buy to keep the item and request a refund but won't send the items back > It's up to you. You can require a return before refunding. As @disneyshopper clearly explained, sometimes you decide it isn't worth it to pay to get a damaged item returned. Other times, you'll want to provide the prepaid shipping label and you do not issue the refund until that item arrives. Sometimes, even a buyer with a legitimate return will neglect to return the item.

disneyshopper · Answer

Sometimes it is less expensive to let the buyer keep the item, rather than pay for shipping to get the item back. I shipped a large 3 pound coffee mug to New York. Buyer sent me a photo of the broken handle. I refunded the buyer and told her to toss the item. I was not going to pay to have that item shipped back to me in California, only for me to toss it.