buyer took the Most Valuable component out of device and return it, ASK for FULL REFUND
Summary: noahork is dealing with a return dispute on eBay involving a 3D Combo Printer. The printer, shipped with UPS, is being returned through FedEx, and the buyer claims a crucial component, worth over $250, was missing. noahork believes this to be a scam and is seeking advice on whether eBay can verify the shipping weight to prove the component was included initially. Several participants suggest not selling high-value items online due to high risks and express skepticism about eBay siding with sellers in disputes. They advise handling transactions with caution and emphasize that eBay typically favors buyers, suggesting selling locally instead.
Hi everyone, looking for advice from experienced sellers on a return dispute.
Item sold: 3D Combo Printer, factory sealed and brand new, never opened
Shipping weight: 48 lbs (official manufacturer spec)
Shipped via: UPS Ground, label purchased through eBay
Current Return Statue：Buyer returned the item via Fedex Service， the item is on the way back to us
What happened:
The buyer opened a return request under "Doesn't match description or photos / not working." The only evidence provided was a single screenshot from the app — no photos of the actual printer, the box, the packaging, or even the serial number.
We responded promptly and politely asked for photos of the physical unit. The buyer never provided any. Later, the buyer escalated the claim, now saying the package was missing the AMS — for those unfamiliar, that's the most expensive component in the combo, worth $250+ if purchased separately.
At this point we're very concerned this is a swap/keep scam: keep the AMS, return an incomplete unit or a broken unit, and get a full refund.
Our plan — and where we're stuck:
We did some homework. UPS Ground records the actual weight of packages as they pass through the automated scan systems at their facilities.
Our logic:
With AMS: ~48 lbs
Without AMS: ~40 lbs
That's an 8–10 lb difference — impossible for carrier scales to miss
If eBay can pull the carrier-audited weight from the outbound shipment (the label was eBay-generated, so eBay holds the billing records), it would prove the AMS was in the box when we shipped. And when the return arrives, comparing the return weight would show whether the AMS was removed.
We think this is solid, objective evidence. But when we called eBay support, the phone agents just read from their standard script and wouldn't engage with the weight evidence at all.
Questions for the community:
Has anyone successfully gotten eBay to pull the UPS actual/audited weight for a dispute? What department or escalation path worked?
Any tips for getting past the first-level script readers to someone who will actually look at evidence?
When the return arrives lighter than 48 lbs, what's the correct process — partial refund deduction, report the buyer, appeal?
Any advice is appreciated. Frustrating to do everything right and still feel like there's no path to present real evidence.
One last thing we want to say:
We don't sell high-value items often, but when we do, we get nervous — and honestly, we're losing faith in selling them on eBay. If eBay sides with the buyer on a case like this, just one bad transaction can wipe out a big part of our earnings because of the item value. The risk feels completely one-sided for small sellers.
inhawaii
·2 weeks agoHandle this as if the buyer is telling the truth.
That's all you can do.
That stuff about the weight being X with the component and X without the component does not matter.
Ebay will not consider that (or any other) evidence.
It's the buyers word against the seller and ebay will always side with the buyer.
Good luck!
christworks
·2 weeks ago@noahork You should never sell anything online that you are not okay with completely losing, and by that I mean being out the product and the money. I have many items I do not sell online, but will sell in person. I make a little less, but I have peace of mind and I do not have to deal with a buyer scamming me. I let that be someone else's problem.
It is highly unlikely eBay will take that time to do what you want them to do. Their policies are pretty etched in stone. It is possible if you've never had a courtsey refund, they may do it one time only. You might have to speak with them through their Instagram page to facilitate that. If you use that freebie now, you may not have it later if something more valuable gets returned by a scam buyer.
eBay offers eligible sellers the ability to reduce the amount of the refund by up to 50%. This situation falls into that. If you are not eligible, then what can I say other than tell you that you need to have more buyer friendly policies. If you do have the ability to deduct, then that is what you'll need to do and again, perhaps eBay will fill in the gap to make you whole.
You have to remember eBay has no way to know who is telling the truth. While your assertion about the weight difference is a valid point, that still does not tell anybody what was actually inside the box. This, coupled with your feedback history which hints you have some INAD issues going on, makes your case a tough sell. Because eBay skews heavily in favor of the buyer, they get the benefit of doubt even with someone like me who does not have INAD issues and has an excellent account history. I know that which is why I offer friendly buyer policies. It goes a long way to prevent a lot the scammers. Most want all of their money back, not half of it.
bonanza125
·2 weeks agoFrom this point forward do not sell high end items on Ebay. Yes there is a high risk involved selling high end items cause stuff like this happens. Ebay will always favor the buyer. Sell that stuff locally.
gurlcat
·2 weeks ago · EditedI'm sorry to tell you but you won't be able to do a partial refund withholding because the listing only had 'Buyer pays' returns, not 'Free.' If you were Top Rated Seller status, you could have had either of those return policies and be able to do the withholding, but as you are only Above Standard, you needed Free returns for that seller protection.
christworks
·2 weeks ago@gurlcat Can you message me that link? I was trying to find that page a while ago. I mistakenly deleted by eBay policy bookmarks. I built most of them back, but I'm missing a few including that page.
gurlcat
·2 weeks agoIt's in the Seller Protections section
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=3&pos=1&query=Seller%20protections&intent=seller%20protections&lucenceai=lucenceai&docId=HELP1267
annadryl
·2 weeks agoYou mentioned the return is coming via Fedex when you shipped it out UPS. Did you provide that return label?
dhbookds
·2 weeks agoYour policy was 30 day return......so you have to accept it.
I understand the fear......but until you get the item back, you don't know what the situation is going to be. If the risk is too great on some items, best not to list them.........
gurlcat
·2 weeks agoThey would have to accept this INAD return regardless of the listing's stated return policy.
stainlessenginecovers
·2 weeks agoYou should ALSO lose faith in selling these HIGH VALUE items on the internet....period.
There is NO place you would be protected as ANY buyer can simply open a 'Charge Back' with their Credit Card..and you would be OUT.
Just par for the course.
Price of 'doing business''
A tax write-off for having your item Stolen...as that is what it was.
But, there cannot be any protection for this as YOU could have very well shipped them a 'broken item' or a 'rock' or....
Welcome to internet selling in the 2020's.
Thieves abound.