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How to have eBay step in to settle the behavior ?
Summary: rayf_33431 seeks advice on handling a dispute with a buyer on eBay. The buyer, before receiving the purchased pickleball paddle, expressed dissatisfaction and requested a return, citing dissatisfaction with shipping time and fees. lady_madonna and jacbarcollectibles explain eBay's policies, emphasizing the importance of matching item descriptions with actual photos and noting that pre-shipment evidence is usually not considered by eBay. inceptions suggests providing good customer service by allowing returns to maintain a positive buyer relationship. rayf_33431 emphasizes seller protection but is encouraged to consider eBay's buyer-favoring approach.
How to have eBay step in to settle the behavior ?
Statement of Facts and Seller Response:
Order x0-14863-xxxxx
Sales record no. 981
Sold Jul 10, 2026
Buyer "sxxxxx2" (xxxxx) purchased a used pickleball paddle from a seller through eBay on July 10, 2026.
Payment was completed on July 10, 2026, and transaction funds became available to the seller on Saturday, July 11, 2026. Order processing and fulfillment began on Sunday, July 12, 2026, within the expected timeframe established by eBay transaction guidelines.
Prior to shipment, the pickleball paddle was carefully inspected and documented. The seller photographed the item from multiple angles immediately before packaging to establish its condition at the time of shipment. The paddle was securely packaged using the original manufacturer/distributor packaging along with additional protective packaging materials provided by the seller to help prevent damage during transit.
The shipping label was created on Monday, July 13, 2026, and the properly packaged item was accepted and picked up by the United States Postal Service (USPS) on July 13, 2026. The seller completed all required fulfillment actions within the expected handling timeframe.
At the time of shipment, the paddle was undamaged and in very good to excellent used condition. As expected with previously owned sporting equipment, minor cosmetic wear or scuffs may exist; however, no damage, defects, or conditions inconsistent with the eBay listing were observed during inspection and preparation for shipment.
The item description and photographs included in the eBay listing accurately represented the paddle's condition. The listing clearly identified the item as used and did not represent the paddle as new. The buyer had access to the listing description and photographs prior to purchase and was provided with an accurate representation of the item being offered.
The seller acted in good faith throughout the transaction by accurately describing the item, documenting its condition before shipment, securely packaging the item, and promptly transferring the package to USPS. The seller maintained photographic evidence demonstrating the item's condition immediately prior to shipment.
Beginning on Monday, July 13, 2026, while the package was still in transit, the buyer began communicating concerns regarding the transaction and indicated dissatisfaction before receiving and inspecting the item. The buyer's messages included statements indicating an intention to reject or refuse the shipment. These communications occurred before the buyer had possession of the item and before any opportunity existed to verify the actual delivered condition.
The seller maintains that concerns regarding shipping service, transit time, or shipping costs do not constitute evidence that the item was inaccurately described or improperly shipped. The seller fulfilled the transaction requirements by providing the item described in the listing and shipping it within the appropriate timeframe.
The seller respectfully requests that eBay evaluate this matter based on the complete record of evidence, including:
The original eBay listing description and photographs;
The seller's pre-shipment photographs documenting the item's condition;
The transaction timeline and payment records;
USPS acceptance and tracking information; and
The complete eBay message history between buyer and seller.
The available evidence demonstrates that the item was accurately described, properly documented, securely packaged, and shipped in the condition represented in the listing. The seller respectfully requests that any determination be based on objective, verifiable evidence and the documented facts of the transaction rather than unsupported claims made after shipment.
inceptions
Mentor3 weeks agoHi @rayf_33431
My question to you is, why in the world do you want to force an unhappy buyer to keep the item that he doesn't want? Why not just perform good customer service and say, "if you are not satisfied with the item, you may of course return it for a refund of the item price."
Many buyers will not buy from sellers who don't have a friendly return policy. It doesn't necessarily mean more returns, but it does increase sales. Every seller (including you) will have to take an occasional return no matter what their policy is. Or you can just refund and allow the buyer to keep the item (which will save you the return shipping cost in a "not as described" case).
rayf_33431
OP3 weeks agoI do understand where your viewpoint makes sense for high volume, sales oriented, buyers and sellers.
For the most part, I buy and sell pieces that I use for hobby, sport and/or enthusiasts. In general, I flip product that I no longer use in my personal life, or seeking to purchase same. I offer products that I represent honestly, and expect the same for my purchases. I have encountered a buyer who is attempting to abuse the eBay system.
I have been an eBay'er for more than 25 years, and know my objectives. I do appreciate the input from your point of view; thank you
rayf_33431
OP3 weeks agoeBay assures me that seller protection also exists, and that some of this is at my discretion. Written correspondence also confirms this. Does anyone, as a seller, have experience turning an issue to your favor ?
rayf_33431
OP3 weeks ago5 actual pictures of item included in ad
lady_madonna
Mentor3 weeks agoThe description must match the pictures. Always fully describe the condition of items as if there are no pictures. The buyer has a valid reason for return since the description did not match actual item.
rayf_33431
OP3 weeks agoListed as Used, great condition.
comics-scifi-collectibles
Mentor3 weeks ago@rayf_33431 Per eBay Policy if they reject or refuse the shipment you are NOT required to refund the buyer.
Most sellers will refund the item price only and not any shipping or handling expenses.
If they file a not as described return request case you will need to accept it, issue the return label, and then report the buyer for return abuse once you get the paddle back.
Then you can try asking eBay to step in on the case, but not until you have the item back. Keep in mind that eBay rules in the buyers favor 99% of the time. If they do then you get a defect and do not get your sellers fees back.
Any photographs or videos taken at time of packaging can not be used to support your side of the case.
lady_madonna
Mentor3 weeks agoYou did not specify what the buyer did.
Did the buyer file a case through the Ebay Money Back Guarantee? And if so, what reason did they indicate for filing the request?
rayf_33431
OP3 weeks agoThe buyer began to ask for a return before receipt; stating that they would deny delivery and complaining about delivery time and fees from USPS. Upon receipt of item, buyer states that the used pickleball paddle has scuffs on it. I had, of course, posted actual pictures of the item in the ad. Patient had planned to return this prior to ever receiving; documented in eBay messaging.
Buyer has asked for a return/refund, and will more than likely ask for eBay money back guarantee. I am attempting to provide enough information to ebay for them to step in now.
lady_madonna
Mentor3 weeks ago · EditedThank you for providing additional information.
If the buyer filed a Return Request with a valid reason that is covered by the Ebay Money Back Guarantee, you will be required to approve the return request, provide the prepaid return shipping label and refund when you receive the returned item.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
Since Ebay cannot physically inspect the item, they will honor the buyer's return request in case you refuse and will refund the buyer from your funds. They will not review pre-shipment photos.
EDIT TO ADD: Your description looks copy/pasted from the manufacturer's website or AI generated. It mentions NOTHING about the actual condition of the item.
rayf_33431
OP3 weeks agoThe last 5 pictures in my eBay ad for the paddle, are actual pics of the item sold. Condition was used, excellent condition, as can be seen from the pictures.
jacbarcollectibles
Mentor3 weeks agoJust to let you know that used items cannot have any stock photos used on the listing. Used item listings must have only actual photos of the item. Using stock photos in a used listing is a violation of eBay policy and would hurt your standing in any case brought by the buyer.
rayf_33431
OP3 weeks agoInteresting; I will certainly read more about that. As a 25+ year eBay member with 100% feedback for sales and purchases, I frequently encounter the addition of stock photos on used listings; thank you for the information
jacbarcollectibles
Mentor3 weeks agoHere is a link to eBay's photo policy which specifies this: https://www.ebay.com/help/policies/listing-policies/picture-policy?id=4370&st=3&pos=2&query=Picture%20policy&intent=stock%20photos&lucenceai=lucenceai&docId=HELP1316
lady_madonna
Mentor3 weeks agoI was referring to the DESCRIPTION, not the pictures. The description must match the pictures. Always fully describe the condition of items as if there are no pictures.
rayf_33431
OP3 weeks agoI do appreciate the enlightenment given here; truly.
However, once the item shipped, the buyer began to message that he wanted a refund, and that he would refuse delivery; clearly stated in eBay messaging. Upon delivery, buyer opened item and has apparently caused damage, and wants a refund.
eBay states that I should allow return, then file claim against buyer. Does that make sense? Or, begin action now ?
lady_madonna
Mentor3 weeks agoSince Ebay does not have PROOF that the buyer caused the damage, (and neither do you), Ebay will allow the buyer to return the item since it was not as described in the description.
There is no "action" to begin on your part. If you refuse to honor the buyer's return request, Ebay will step in to force the refund and seek reimbursement for you, resulting in a defect on your selling account, affecting your seller metrics.