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Dilemma with a buyer
Summary: elaziel_0 is dealing with a buyer's complaint about light scratches on a used model car they sold. The item was carefully packed, and the seller noted it had no scratches prior to shipping. There was also a mistake in the AI-generated description mentioning an unopened box, which was incorrect. The seller is seeking advice on whether to issue a return to avoid a negative review.
I have a buyer which purchased a model car, which was shipped encased in bubble wrapped and packing paper was securely placed in the box as well to prevent any jarring during shipment. When I had the item there were zero scratches, buy says they see light scratches on the car. Item description shows condition as used. Also, AI description mentioned unopened box which I didn't catch, as I never had a box. I explained to the buyer that I saw no visible scratches on the model car prior to shipping and explained that there never was a box when item was obtained. What is the protocol for returns? Do I issue one? Obviously, I don't want a bad review.
comics-scifi-collectibles
Mentor1 month ago@elaziel_0 Accept the return.
I understand that this is frustrating.
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 no returns policy. No returns does not mean no refunds.
If you do not accept the return willingly then the buyer can ask eBay to step in and force 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=12&pos=4&query=Seller%20protections&intent=seller%20protection&context=DEFAULT_SELLER