How do I dispute a Return Request?

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A buyer is requesting a refund on an item they purchased claiming that the description is wrong. This is 100% inaccurate - the listing title and description prove he is wrong. I sent a kind message to the buyer pointing out the discrepancy and asked that he cancel the Return request but I have until 8/22 to handle it or it will auto-process.

I do not see ANY options to dispute this claim or deny the return. I have only two options - Accept the Return, or Offer a Full or Partial Refund. It is unclear to me how the Partial Refund works - can I do a 1 or 0 cent "partial," for instance?

We have a No Returns Policy in place.

I cannot find anywhere to send a separate message to eBay about this either, asking them to step in and support us.

Can anyone help please!

Thanks,

Melissa

xmsmgmt

77 View listings

Posted 11 months ago · Edited 11 months ago·Last reply 11 months ago

3 comments

lady_madonna

Mentor11 months ago

*Volunteer Ebay Mentor*1039 View listings

@xmsmgmt

Ebay's Money Back Guarantee for buyers overrides your "no returns" policy. As long as the buyer specified a valid reason for the return (doesn't match description for example) you are required to approve the return, provide the prepaid return shipping label and refund when you receive the returned item or refund without requiring that the buyer return the item.

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

xmsmgmt

OP11 months ago

77 View listings

But the reason they provided is NOT valid. They gave a lot of detail but literally lied. Is there still no recourse? This seems VERY unfair.

lady_madonna

Mentor11 months ago

*Volunteer Ebay Mentor*1039 View listings

@xmsmgmt

Ebay has no way to verify that the buyer is not being truthful.

Approve the return, and you can relist it after you receive the returned item.