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How to handle a return made directly, outside of eBay's policies.
Turning to the Community for advice because of difficulty in communicating with eBay on the matter.
A buyer purchased an item from me, received it, couldn't make it work and decided to return it through eBay's normal return process. The buyer subsequently figured out the problem, seemed satisfied with the purchase, and failed to return the item within the 30-day return window. A few days after the return window closed, I was advised by eBay that the return was not completed, that the buyer's dispute was found in my (seller's) favor, and that no refund is required: case closed.
But the buyer then decided to return the item after all and has it on its way directly back to me, outside of eBay. Moreover, the buyer indicated to me (in writing!) that he would dispute the sale with his credit card company and obtain a refund that way, rather than going through the eBay return procedure. At this point I asked eBay what to do, and they said (seemingly automatically) that "if the item is indeed returned [I should] refund the buyer." But my eBay payout, which I have received, is not a full refund to the buyer, as eBay has retained the Transaction Fee, sales tax collected and shipping charges.
So what do I do? Refuse the return, or accept the item back? And if I accept the item, do refund my payout amount and retain the item (that does not seem fair)? If the buyer does initiate a credit card dispute, will the credit card company come after me or after eBay for satisfaction? I'm beginning to wonder if this buyer is perhaps attempting a scam to get double-refunded on this purchase. Something smells fishy here and I'm not at all sure what to do, and can't find a way to fully explain this situation to someone at eBay for further (and non-automated) advice. Help, please!
woodjim
OP2 years agoI believe I posted this in the wrong area and have re-posted it in the general Community discussions under Returns.