customer wants to return but my auctions says no returns.

Question

I sold a toy, but the toy does not match the box. Apparently the box is generic, and is used for sevaral variations of the same toy. The mismatch of the color on the box is not visible without removing the toy, whcih was not done by me (or asked for by the buyer) He wants a 33% refund or will give me bad feedback, or force a return as "not matching description" even though the colors were never described (only the generic picture on the box)

what should I do?

comics-scifi-collectibles · Answer

@uncle-js-treasurebarn Your options are to accept the return and pay return shipping OR do a partial refund.

A no return policy doesn't mean no refunds. Keep in mind that your return policy is only for buyers remorse returns.... changed mind doesn't fit, etc. The eBay Money Back Guarantee overrules your returns policy.

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.

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=

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=1