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Item not as described
I sold a item that was marked in the description as new other. This item was posted as not having the original box but was still sealed with the factory seal. I posted pictures of the top side and the item with the lid off showing the factory seal. I had the customer write me today wanting a full refund. My page says no refunds accepted but I understand that ebay protects the buyer esp if they put not as described. The buyer said they have opened this and compared it to their product. I asked for side by side pictures to compare which they will not provide then told me my ebay listing showed the package unsealed??? I then provided them screen shots of my ebay listing showing which showed the factory seal along with my post descripition stating this was not in a box but is sealed. At this point they was not going to write back they said but ask ebay to step in. They said I had until the 25th to issue a full refund or it would be reported. TO avoid a strike on my account and since I can not get in contact with any way as a sell(what a wonderful support team...) I issued the item to be sent back and once recieved I would issue a refund. I will prob get a box of rocks sent back as this seems like a scam but did I do this right?
comics-scifi-collectibles
Mentor3 years ago@dylsdeals606 Yes you are handling this correctly. If they do send back a box of rocks be sure to report the buyer.
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
dylsdeals606
OP3 years agoThank you so much for the help! I have already started the return process for the buyer. I have requested the item to be sent back to me and once the item is received Payment will be refunded fully to the customer. Is this correct or should I already issue the refund to them? I was honestly waiting to see if the buyer actually sends the item back which I am sure they will and honestly want them to if its not what they want. It says if they have not sent the item back but April 10,2023 the process maybe canceled. Does this mean if they do not send it back that the whole claim could just be dropped and my funds would be released at this time or is there more to do?
comics-scifi-collectibles
Mentor3 years ago@dylsdeals606 don't refund until you get the package back. If buyer doesn't return the item then the case will time and close in your favor. This takes awhile though, around 30 days