Buyer Opened "Doesn't Work" Return After Nearly a Month – What Should I Do?
Hi everyone,
I sold a brand new and professionally tested electronic item to a buyer. The item was in perfect working condition when shipped — this was confirmed by a specialist. Almost a month after delivery, the buyer opened a return request claiming the item is "defective" and selected “Doesn’t work or defective†as the reason.
The buyer never contacted me right after receiving the item, and I believe the problem may have been caused by misuse during that time. This was a private sale, and I clearly stated in the listing that I do not accept returns, especially for international buyers. I also don’t have additional units to replace it — I’m not a business, just a private seller.
Now I’m facing the risk of losing both the item and the money. I feel this is unfair and may be an abuse of eBay’s return policy.
How should I proceed? Should I escalate the case to eBay on the 4th day?
Any advice or similar experiences would be greatly appreciated.
Thank you!
simba6
·1 year agoYour choices:
A) Issue a paid return label and refund in full when you get it back.
B) Issue a full refund and let them keep it
If you do nothing, eBay will choose B for you and ding your rating for poor customer service. You also won't get the FVF refunded.
radiolips
OP1 year agoOkay, thank you all for your responses.
I will most likely accept the return, but I will also inform the buyer that the item must be returned in the exact same condition in which it was sent — brand new and without any damage.
If this condition is not met, eBay may have to justify its actions before the European Small Claims Court, as I am a citizen of the EU. Such courts do not look favorably on vague policies or buyers attempting to exploit the system at the seller’s expense.
After this experience, I have no desire to continue selling on this platform. As a seller, I cannot accept a system that disregards fairness and leaves me vulnerable to unjust claims and financial loss.
Regards!
kensgiftshop
·1 year ago@radiolips
Buyer could ship back an empty box and you would still have to refund.
jameshen1
·1 year agoIf this condition is not met, eBay may have to justify its actions before the European Small Claims Court, as I am a citizen of the EU. Such courts do not look favorably on vague policies or buyers attempting to exploit the system at the seller’s expense.
Best of luck with that.
momtoabeautifuldaughter
·1 year agoGo ahead and try when you sign up for eBay you agreed to not open any claims or lawsuits against them 🙂
radiolips
OP1 year agoThe European Union has its own consumer protection laws for its citizens, and these laws override any return policies set by platforms like eBay.
For example, I once bought an app on Google Play that didn’t function properly. I requested a refund within 30 minutes, but Google refused. Then I filled out the official EU withdrawal form for digital purchases. The next morning, Google contacted me themselves and refunded every cent.
That’s how real consumer rights work in the EU — they are not overridden by private platform rules.
Thank you!
momtoabeautifuldaughter
·1 year agoYeah let us know how that works out for you...LOL
kensgiftshop
·1 year agoNo, you don't want to get them involved.
Accept the return and provide return shipping, then wait and see what happens.
klhmdg
·1 year agoPlease read the MBG for buyers.
I understand your frustration but eBays MBG trumps anything you put in your listings.
The buyer never has to contact the seller or prove what they say.
It doesnt matter if you are a business or a private seller...
If the buyer files a Not As Described case your choices as a seller are -
1) Refund in full without having the item returned
2) Refund in full after you receive the item back.
3) Do nothing, Ask eBay to step in and eBay will refund in full, most likely allow the buyer to keep the item. Charge you the final value fee and put a seller defect on your account because you didnt handle this yourself.
eBay will not look at any proof. It is a he said/ she said and the MBG favors the buyer.
tristan332014
·1 year agoHi I have a similar case with you, I listed as PARTS ONLY NON WORKING, no Returns no Refunds, and eBay did not respect my policy so that is so frustrated, they automatically accepted the return with no reason, the buyer lied and say was not as described and not working, but I report the buyer and send photos that everything was described between messages him and me, obviously I sold as non working was for parts and they automatically accepted the return, those kind of stuff frustrate any small business family, In your case call them but ask to talk to a manager, not only the agent is over there answering the phone, after 30 days it is supposed you do not have to get it back accordingly with my experience 13 years selling at eBay, I still have to call a manager and let them know the abuse they are doing with the Sellers, not respecting the Policies we set on each particular item, but you do not have to get it back 30 days after, and I guess you should be protected about it. If you set 30 days you are ok, check what you offered 30 days returns or 60 days, if there are 30 days you must ask to talk to a Manager, I hope you receive more help of other Seller by here, best regards
radiolips
OP1 year agoThank you for your response.
I do not accept international returns, as clearly stated in my listing. For buyers, eBay’s buyers protection is the only real safeguard buyers have — and now I’m wondering how that protection can work in such an unfair way.
How is it possible that a buyer can open a return case after almost a month of use and still expect a refund? This feels like clear abuse of the system.
tristan332014
·1 year agoYou listed with no returns, and the customer is returning after 30 days, maybe the buyer change of mind, unfortunately they reported as non working, ask to to the Manager at eBay, because the first person will answer the phone has not the authority to take decisions, also when finished talking to the Manager ask the Case Reference # that if they resolve in your favor and you will need that number in case they will refund to you some costs. I hope they resolve in your favor your case.
soh.maryl
·1 year ago. . . the customer is returning after 30 days . . ." No, per the OP (the seller), the buyer "wants to return after almost a month".
kensgiftshop
·1 year agoIf the OP wants something returned, they don't want to get Ebay involved right now.
soh.maryl
·1 year agoAs clearly stated in the MBG, if you accept international buyers, then you accept international returns.
Per the MBG, a buyer has 30 days after delivery to open an item not as described case, so it seems that your buyer's action is within the rules. So how is it an "abuse of the system"?
It might benefit you to read or re-read the MBG.
radiolips
OP1 year agoI have read the MBG policy, and of course I’m familiar with the return rules, including those for international buyers — I’ve been on eBay for years. What concerns me is something else: how can eBay treat individual sellers this way, allowing a return after the item has been used for a month and possibly damaged by the buyer?
Is eBay fully aware that the seller ends up receiving a product that is no longer in the same condition it was sold in — and loses their money as well?
I believe cases like this should be addressed at the state or legal level, regardless of what internal policies eBay may have decided to implement.
When we buy something in a store, no matter what return policies the store may set, they cannot override the laws of the country.
kensgiftshop
·1 year agoBuying something in a store is totally different then buying an item online.
soh.maryl
·1 year agoAnd you can state whatever you want in your listing, but, if a buyer opens an item not as described case, then your "do not accept returns" has no standing.
eBay makes the rules regarding returns. Individual sellers can state whatever they want about returns, but, if the buyer opens an item not as described case, your only options are as listed by @klhmdg
Think of it this way: Let's say you're the buyer of my $500 whatsis. You have had it for 26 days, but haven't had occasion to use it yet. So today you try to do so and it doesn't work. You use the MBG and open an NAD case.
But I, the seller, say to you, "Na, na, na, na, na. My listing says "No Returns so you're just out of luck." How would you feel about that?
kensgiftshop
·1 year agoIt's possible because the buyer has 30 days from the time they receive the item to file an INAD.
grand-and-glorious-purpose
·1 year agoWhat you described IS the system. It is working like it is supposed to.
If you want the item back, take the return.
If you want to stick to your no returns policy...just refund them and move on.
That is how it works.
radiolips
OP1 year agoPlease don’t try to be clever — I’ve already been given clear advice here, and I suggest you read the thread before repeating the same points.
To summarize: the buyer is requesting a return after 29 days of using the item, claiming it is broken, while it was absolutely brand new when sold. He used it, likely damaged it, and now demands a refund.
This kind of behavior might be tolerated in wealthy countries like the U.S., but not in regions like Cyprus, Turkey, or Ukraine, where common sense and responsibility still matter.
I'm not a large corporation — just an individual seller with limited inventory.
Thank you for your attention.
simba6
·1 year agoIt's 30 days from delivery.
radiolips
OP1 year agoBuyer used an item for 29 days and then open a return case on day 30 claiming it’s 'defective'.
momtoabeautifuldaughter
·1 year agoOkay and buyer can open a case for INAD for 30 days and get a refund.
grand-and-glorious-purpose
·1 year agoDoesn't matter. Nothing about WHY matters, only the WHEN.
I gave you the most important advice you will ever get.
Use it or don't, I get paid the same either way.
It is far more entertaining for all of us if you don't.
momtoabeautifuldaughter
·1 year agoFor item not as described the eBay money back guarantee trumps anything you say.