Problem with a buyer and cannot get help from Ebay

Question

I had 4 dinner plates and buyer bought 3. Today he claims that he only got two and wants the other plate. However, I shipped 3 plates. The weight 7 pounds and 8 ounces tells you there were three plates when box was shipped. However, buyer knew I had four plates at the time he purchased 3 of them. Now he wants me to send him another plate. What do I do about this?

maryinlikely · Answer

The problem is the weight on the box when ran through the Post Office shows the weight of all three plates. I paid for insurance. If something happened to a plate during shipping then someone in Post Office took it, and that means I have to file a complaint with the Postal Authorities. The other problem is Ebay has bowed out of helping sellers navigate situations like this. I have been on Ebay since 1996. I do not believe someone from the Post Office opened the box and took out one plate.

comics-scifi-collectibles · Answer

@maryinlikely I understand that this is frustrating. If they have not filed a return request case I personally would ignore them.

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. OR refund without a return. You are not required by eBay to ship another plate, but you do have to do one of those two options>> refund without a return OR provide a return shipping label.

A no return policy doesn't mean no refunds. Keep in mind that your return policy is only for buyers remorse returns.... changed mind doesn't fit, etc. The eBay Money Back Guarantee overrules your returns policy.

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=

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