I had a buyer report to eBay that what I shipped was broken and poorly packaged.

Question

They wonâ€™t respond to my message I have sent twice, asking for pictures of broken items. I received message from eBay telling me funds are withheld until I send return label or they will do so with my funding. Shouldnâ€™t I have proof before I do this? It is not easy to contact eBay about this.

comics-scifi-collectibles · Answer

@marilyn-nd

Here's how to contact customer service:

eBay agents are working from home so you have to request a call back or live chat using this link:

1. CLICK THIS LINK: https://www.ebay.com/help/contact_us?id=4191&st=10

2. Choose your contact method from the left hand side of the page.

( If you receive the automated chat assistant type AGENT in the small box on the lower right of the linked page then you will see the options to contact a live agent)

I am sorry to say though if the buyer filed a not as described refund request then you need to respond to the request or eBay will force a refund>>>

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 returns policy. Your return policy only applies if the buyer files a buyer's remorse return: Doesn't fit, changed mind, etc.

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=12&pos=3&query=Report%20an%20issue%20with%20a%20buyer&intent=report%20&context=9056_SELLER

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