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Return and refund
Hello, I have a buyer who wants a refund on an item that I can tell that they have taken it apart because all of the parts are not put back on it. They sent pictures of it to me and said that it doesn’t work.
3 comments
pursuit2700
OP2 years agoSo if they send me back the item missing parts or not even the same item do I just have to take it? Do I have to pay for shipping and give a full refund?
comics-scifi-collectibles
Mentor2 years ago@pursuit2700 Sorry to say that is the way the eBay MBG works. There is no way to prove to eBay that the item in the photos is exactly what the buyer received so eBay won't take sides and rules with the buyer. You can try and appeal once you get the item back and if they have had other sellers report them for return abuse then eBay may rule in your favor. IF eBay doesn't rule in your favor after you ask them to step in then you get a DEFECT and you don't get your sellers fees back.
You may wish to consider Free Returns for future listings so that you can reduce the refund amount by up to 50%. Bad buyers know that they can return an item for free by saying it's not as described so you end up with Free Returns anyway. If you offer Free Returns then you have seller protection.
comics-scifi-collectibles
Mentor2 years ago@pursuit2700 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