Buyer selected "Wrong item sent" for a size issue for an item marked No Returns. Why am I required to pay return shipping?
Summary: izta05 shared a challenge they faced on eBay regarding a return request for a pair of earrings marked as 'No Returns'. The buyer claimed 'Wrong item sent' due to size issues, despite clear photos and a description indicating the correct size. This led to a situation where the seller, izta05, was expected to pay for the return shipping, something they found frustrating. Several participants advised accepting the return to avoid automatic penalties by eBay’s system, even if it meant incurring a loss, while others suggested adding clearer measurements in future listings to prevent similar issues. Overall, it was agreed that the current system can allow for misuse of return reasons, which places additional burdens on sellers.
I'm looking for advice from experienced sellers.
I sold a pair of Solid Gold Diamond Earrings. The listing was clearly marked No Returns.
The listing title also described them as "Small" earrings, and I included multiple photos showing their actual size, including photos next to a US quarter and photos held between my fingers for size reference.
The buyer opened a return request with the reason:
"Wrong item sent."
However, the buyer's comment says:
"These are too small. Like baby earrings."
So the issue is clearly about size, not that I shipped the wrong item.
My listing included multiple photos, including:
close-up photos
the earrings next to a US quarter
photos held between my fingers for size reference
I sent the buyer two polite messages explaining that I shipped the correct item and asking them to confirm they received the correct earrings. I also explained that, since this is a size issue rather than "Wrong item sent," I believe the buyer should be responsible for return shipping.
And the buyer has never responded.
Also the an experienced reseller with approximately 7500 items sold.
Because of that, I believe they understand how the ebay return system works.
I contacted eBay Customer Support twice. Both representatives told me I must accept the return within 3 days, even though my listing was No Returns.
The problem is that once I click Accept Return, the system automatically requires me to purchase the return shipping label. I don't have any option to dispute the incorrect return reason or make the buyer pay return shipping.
I'm not refusing the return. I simply don't understand why I'm considered responsible when:
I shipped the correct item.
The buyer admitted the issue is the size.
The listing was marked No Returns.
This doesn't seem like a fair system because any buyer could simply select "Wrong item sent" instead of choosing the real reason.
Has anyone experienced this?
Is there any way to have eBay review the return reason before I pay return shipping?
Does "No Returns" offer any protection in cases like this?
What would you do in this situation?
Thank you very much for any advice.
izta05
OP3 weeks agoAs an update, I had already clicked “Accept Return” before eBay issued the return label. However, the only option shown required me to pay the return shipping, so I did not complete that step at that time. Before I was able to speak with Customer Support again, eBay automatically stepped in and issued a seller-paid return label.
The buyer has not responded to either of the 2 messages I sent through the return case. I asked her to confirm that she received the correct earrings and later asked her to cover the return shipping because her written complaint was about size, not that the wrong item was sent.
I also reported the buyer for misusing the returns process.
I now understand that once a Money Back Guarantee return reason is selected, the return process can move forward even when the listing was marked “No Returns.”
I understand that failing to provide the label could create a much larger loss.
Thank you again for sharing your experience!
dolcetreasures
·3 weeks agoTypical eBay low-integrity buyer.
albertabrightalberta
·3 weeks ago@izta05
"I contacted eBay Customer Support twice. Both representatives told me I must accept the return within 3 days, even though my listing was No Returns."
Although CS is notorious for often giving bad advice and telling members what they want to hear, you got accurate advice from them.
You do have 2 options, both of which involve the buyer getting a refund.
Issue a refund and let the buyer keep the earrings
Accept the return, pay return shipping and issue a full refund upon receipt of the return.
Your "no return" policy applies for remorse returns but not for NAD (not as described) returns. And whether she lied or not, her return request is for NAD so yes, you need to accept.
If you ignore the request, the buyer will ask ebay to step in and she'll get the refund, may get to keep the earrings and your account will be dinged for not handling the claim yourself and you'll also lose the credit for the fees.
grand-and-glorious-purpose
·3 weeks agoUnfortunately the MBG applies to bad buyers the same as good buyers.
Accept the return, get it back and re-list it.
Report your buyer.
1786davycrockett
·3 weeks ago@izta05
Since eBay does not offer the option which you requesting, your best choice is to accept the return and send a return label (at your own cost) to the buyer.
Once you safely receive the earrings back, refund the buyer and add them to your blocked buyers list.
If you attempt to appeal this return with eBay, you will lose nearly 99.99999% of the time. And eBay will force a refund from your funds, plus eBay will allow the buyer to keep the earrings, and you will receive a defect against your account, which will last for a year.
If you receive multiple defects, eBay may suspend your account briefly, or even terminate all of your eBay selling privileges.
So it's definitely not worth it to fight eBay's return policy.
When you receive the earrings back, take another photo of the earrings measured against a ruler, for a better measurement.
Then re-list the earrings again for another prospective buyer.
ryry-jj
·3 weeks agoThis happens all the time. The buyer doesnt like the item and they want to return it. Ebay gives them a 30 day mbg to make a return if the INAD. It is a pie fight to argue about the description or reason.
Accept the return get the item back and relist . Just a cost of doing business. Your " no return" policy is nothing more than a deterrent, hopefully
dbmm-media
·3 weeks agoYou do not have to take a return, but you do have to refund
powell-collectibles
·3 weeks agoI trust that you sent the right item. I trust that you represented the item correctly in your listing. I trust that you didn’t use “perspective” to make the item seem larger than it is. BUT, if a buyer came here to complain about a seller that sent the wrong item, use trickery to enlarge the appearance in photos, etc., I’d believe him too. So, I suppose that means that I believe that you think that you did everything right, but I don’t know if you really did. None of us know. Neither would anyone at eBay.
There isn’t much you can do – maybe not anything other than accept the return and move on. I know it stinks that you’ll have to pay the return shipping, but we’re all subject to these unfair circumstances.
You are asking for eBay to spend money to do a deep dive into a problem that affects you, and they don’t want to – and I don’t blame them. There is no good way for eBay to be the arbiter or right and wrong, so they don’t try.
house*of*paws
·3 weeks agoHi @izta05
Your point is well taken. However, your concern over being charged return shipping will likely cause you to lose far more money if you try to change the return process that already has been started.
IF you fail to provide buyer with a return shipping label ... the following is likely to happen automatically:
eBay will refund the buyer with your money and allow them to keep the earrings.
A 'defect will be added to your account.
Your fees will be withheld because you forced eBay to handle the return.
Obviously, none of the above is worth trying to avoid paying a few dollars in return shipping.
Many buyers will fib about the reason for the return when a seller has a 'no return' policy, since telling the truth will prevent them from getting a refund at all. I realize you said you are willing to accept the return ... but eBay's automated system won't let that happen under the current circumstances.
I'm very sorry this happened. It's likely that the buyer didn't notice the photo with the quarter ... and there was no measurements mentioned in the discription.
The earrings look lovely ... and will probably sell again if relisted. Good luck!
izta05
OP3 weeks agoMy concern isn't the return itself. I am willing to accept the return if necessary.
My concern is that the buyer selected "Wrong item sent," while their own comment clearly states that the earrings were simply smaller than expected.
Because of that selection, the system automatically requires me to pay the return shipping, even though I shipped the correct item and my listing was marked No Returns.
It seems that the current process encourages buyers to choose an inaccurate return reason because it automatically shifts the return shipping cost to the seller.
I don't believe that is the intent of eBay's return policy.
I also feel there should be a way for sellers to challenge an incorrect return reason before being required to purchase the return shipping label. Once I click "Accept Return," the only option available is to pay for return shipping, even though the buyer's own comments contradict the selected return reason.
I agree that adding exact measurements would have made the listing even clearer, and I will include them in future listings. However, the description specifically stated:
"Please review all photos carefully as they are part of the description."
Also, since these are solid 14K gold earrings, I included the weight (approximately 2.0 grams), which is an important specification for fine jewelry.
I appreciate everyone's advice. Hopefully eBay will consider improving this process in the future.
kensgiftshop
·3 weeks agoWhen a seller doesn't accept returns, buyers will lie if they have to get get a refund/return.
grand-and-glorious-purpose
·3 weeks agoThey still lie even if you do.
participatrophy
·3 weeks agoAccept the return, refund after you get the earrings back, then snail mail her an invoice for the return shipping charges. It's doubtful she'll actually pay it but it's about all you can do.
eoma689485
·3 weeks agoWhat would you do in this situation?
Send them a prepaid return shipping label, refund them, and put a period behind the transaction.
Once they opened a not as described complaint - chances are they will win it.
Sellers deduct losses when they do their taxes, the shipping both ways is a loss, so deduct it.
tobaccocardyahoo
·3 weeks agoI do not see any measurements on your listing. That is an error of omission and the result you have now was a legitimate risk of omitting them. The weight is not adequate to avoid this problem.
kensgiftshop
·3 weeks agoThe buyer chose an option that's covered by the MBG so you have to pay return shipping.