Return as as seller

Question

I am a seller and have 199 percent feedback, I strive for excellence. A buyer new to eBay claimed her items had red marks and I sent all brand new items to her. Well eBay gave her money back and she still has all the clothes? So I'm suppose to take a load cause she made up a story? I'm very upset and don't think it's ebays policy to take her word over mine, They never asked me if I agreed or anything, please help!

Thank You,

Sharon Alex

jacbarcollectibles · Answer

It sounds like the buyer filed an "Item not as described" case and you did not accept the return. The buyer then went to eBay to ask them to step in and they forced refund and allowed them to keep the item. When a buyer files an "Item not as described" case you have three days to accept the return, provide a prepaid return label and once the item is returned to provide a full refund. Since eBay never sees the item being listed they allow a buyer to make the final determination of it the item was as described or not. Since you did not accept the return and eBay had to step in then they forced a refund and your account received a defect. You also did not get your final value fees returned.

This is all part of the eBay Money Back Guaranty for buyers. Yes, some buyers abuse the guaranty especially if you have a No Returns policy since the guaranty overrules your return policy.