Why does ebay not honor your 'no returns" policy. Do you have to do something different?

Question

*Help from another seller has given me information I can use in these situations. No further replies needed.

Buyer wanted a return for a music box for "not as shown". It was listed with a video showing that it was fully working. Buyer says it won't play, so thinking....probably wound it up to tight. Suggested how to get it going, and buyer said it did play a little. Still wants to return. They of course went to ebay and now I have only pay them back and provide a label, or pay and let them keep it.

inceptions · Answer

Hi @sunshineannie*gardens

It doesn't matter how wonderful the item does when you ship it, it only matters that it matches the description when it is received. If the music box isn't playing correctly, it could have been damaged when the package was dropped or thrown (which can happen multiple times during the delivery stream). Maybe the buyer is being untruthful, but assuming the buyer is being dishonest without any evidence is unfair to your buyer.

Yes, a buyer might be dishonest, but you've sold many items on eBay. How many times have you encountered a bad one? Probably not many (if any others) based on the fact that you are posting about it. Taking returns is part of selling, no matter where you sell. Sometimes you lose money on a transaction. It happens to every seller. Buyers don't buy things just to return them. In most cases, if they want to return something, it's for a very good reason. What I do when I receive a return request (which is hardly ever), I do everything I can to take care of the problem for my buyer - I don't worry about me.

comics-scifi-collectibles · Answer

@sunshineannie*gardens

I understand that this is frustrating.

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 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.

If you do not accept the return willingly then the buyer can ask eBay to step in and force 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