Uploading a video to dispute a buyers claim of nonworking item

Question

Need to dispute a return claim buyer said item doesnâ€™t work. I have video showing it does work, but I canâ€™t upload it to Ebay. What should I do?

fashionsandbeauty4u · Answer

@etchmate

Has the Buyer already returned the item? That makes a difference in our response.

If the Buyer has not yet returned the item, eBay will not consider a video taken before it was shipped. It may have been affected somehow in shipping.

If the Buyer opened an Item Not as Described refund request, a Seller needs to accept the return. By doing so, eBay should send the Buyer a prepaid return label on your behalf.

You must accept the return in three business days or less.

Once the item is returned, you will need to issue a full refund. If the item turns out to be exactly as described, please report the Buyer for misuse of the Money Back Guarantee. By reporting them, eBay should refund part of your cost of the return label. And by refunding them, you should get most of your selling fees back.