Invalid retun

Question

eBay approved a return for an item where the buyer says they received the wrong item. They received exactly what was purchased. They purchased the wrong item bur the return policy says that an item can be returned if the wrong item was shipped. This was not the case. How do I appeal this?

comics-scifi-collectibles · Answer

@hickory*mill I understand that this is frustrating.
Keep in mind that your return policy is only for buyers remorse returns.... changed mind, found a better price etc.

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.

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=1