How much to refund?
Summary: *especially4you* recounted a situation where a buyer claimed their book purchase had pages torn out, prompting them to provide a return shipping label. Upon receiving the book back, *especially4you* found the book was intact and is uncertain about how much to refund, considering sales tax, purchase price, and shipping fees. vintage-camerastuff and other participants discussed the challenges with buyers who manipulate return policies and offered advice on how to handle refunds, suggesting that eBay is generally biased towards buyers in these disputes. christworks provided insight into eBay’s policies on refund reductions and the possibility of reporting buyers for return abuse. The discussion reflected broader issues with eBay's buyer-centric return policies and the difficulties sellers face in recouping costs for false claims.
Buyer said my book had torn out pages. I sent the buyer a shipping label that I paid for to return the book to me. When I received the book back and inspected it, there were not any torn out pages. What am I responsible for reimbursement, sales tax, purchase price, shipping fees? This now will be costing me money and there was nothing wrong!
christworks
·4 days ago · EditedEdit 9/2/26 - I'm leaving my origional post intact below. I did want to clarify for anyone reading this later that the original poster does not meet the qualifications to reduce the refund because they do not accept returns at all.
Sellers who are not below standard and who also offer free 30 day returns can reduce refunds. Top Rated Sellers who accept 30 day buyer paid returns or who offer 30 day free returns can also reduce the refund.
Regardless of your selling status, if you do not accept returns, you cannot reduce the refund owed to a buyer. You also cannot receive up to a $6 credit for false INAD returns.
Everybody should bookmark the Seller Protections page.
My origional post, which mainly deals with certain sellers' ability to reduce refunds when there is an INAD return, follows.
@*especially4you*
First, the ability to deduct refunds applies to any return, including item not as described reasons. I do not think that used to be the case, but is definitely the case as of when I'm writing this. There is absolutely NO POLICY that says sellers cannot take advantage of what eBay offers them.
You must still operate within the policy rules for reducing refunds. You cannot deduct simply to get your return shipping back. If that's the only issue, the proper way to acheive that is to report the buyer for lying abou the return reason. When you do this there are protections that kick in, including up to a $6 reinbursement for the return shipping label and protection from negative feedback. Reporting the buyer for abusing the returns process also protects you if you do reduce the refund. Bascially once that buyer gets a mark on their account for abusing the returns process, eBay will not side with them on anything. That has been my experience.
You can reduce the buyer's refund if the item was sent back to you in a different condition than how you sent it. This includes how you sent it. If you sent that book in a bag to protect it from moisture and they didn't put it back into the bag, you may deduct for that.
Just as an example, earlier this year I had a woman lie about the return reason. She ordered a DVD player, which is what I sent her of course. She opened an INAD claiming it wasn't a TV tuner! I reported her for return abuse right off the bat. When I got it back, she had just tossed the DVD player in the box. She had not replaced the 3 layers of bubble wrap that I sent it in. The DVD player still worked. I still deducted 50% of her refund on the basis that because it was an electronic item improperly sent back, I had no way to know whether the jostling of it on the return trip home may have loosened a wire that would break off at some later point. I can't recall my exact wording, but you get the gist. The buyer appealed to eBay for me withholding the funds. eBay sided with me and closed out the buyer's case. It happened PDQ, so it is possible AI saw the buyer had been reported for return abuse and that resulted in an automatic denile.
Keep in mind if you deduct any amount whatsoever eBay no longer returns your selling fees to you, so that is something to weigh. Reporting the buyer for return abuse and clawing back $6 courtsey of eBay while fully refunding the buyer may be the better choice.
fern*wood
·3 days agoWouldn't they still need to qualify before they could use this protection by either offering free returns or be a TRS with at least a 30 day return policy?
christworks
·3 days ago · Edited@fern*wood
No, I double checked. TRS sellers who do not accept returns can still reduce the refund. Above Standard sellers must offer free returns.Please ignore my fake news above.
fern*wood
·3 days agoIs this for certain categories? Did the qualifications change from when this protection started? Where is this policy for any TRS explained?
christworks
·3 days ago@fern*wood
I'm going to edit my post. You are correct. 30-Day returns are required even for TRS. I had to do so a search for the language because it is seperate from where it talks about the ability to reduce refunds. Even the $6 label credit for false INAD returns requires you to offer 30-day refunds.
Here is the general TRS page: Top Rated Seller
Here is the Seller Protections page.
puremichigand
·4 days ago · EditedSilver lining is that you aren't on the hook for sales tax. With your refund action, eBay takes care of it by reducing what their next payout to that state would be. You'll even g.et your fees back if you voluntarily refund. Double bonus.
stlbbrpm
·4 days agoDid you check the pages before you sold the book? I would suggest doing that in case a buyer ever claims this again.
adamcartwright
·4 days ago · EditedIf the answer is yes, how would that help OP?
stlbbrpm
·4 days agoThe seller would know that their claim that the book had missing pages is bogus.
mam98031
·4 days agoThat wouldn't change anything really. Ebay would still allow the buyer to file for a Return. I'm not sure what protection that would give the seller. I'm happy to listen and learn.
stlbbrpm
·4 days agoIf you state in the listing that the book has been checked and it is complete the buyer can't make up that excuse.
fern*wood
·4 days agoI take it you are just being sarcastic.
momtoabeautifuldaughter
·4 days ago · Edited@stlbbrpm I assume this is sarcasm or lack of knowledge of how eBay works..the buyer could 100% use that reason
mam98031
·4 days agoOh yes they can and they do as is evidenced by the OP's story. Like the others, I would think you are being sarcastic as you have lots of selling experience.
adamcartwright
·4 days agoYou've gotta be trolling now.
mam98031
·3 days agoYes they can and frequently do or something similar. We see it all the time here in the community as well as experiencing it ourselves.
I've had people complain they did not receive a full kit [I sell mostly craft pattern books], nothing in my listings even suggest it is a kit [expect where I do actually sell a kit], and clearly states it is a book in the title, ISBs [item specific boxes] and the description. Yet someone comes along and is upset they didn't get all the yarn, threads, needles, or whatever it is needed to create the various patterns.
Ebay will not prevent a buyer from filing an INAD for whatever reason they choose.
baydealz
·2 days agoBuyer will make up another: coffee stains, unmentioned dog ear fold, looks like it was read (after they read it), worn jacket, dust, foreign language, damaged in shipping...
adamcartwright
·4 days agoThe post:
"When I received the book back and inspected it, there were not any torn out pages."
baydealz
·2 days agoAs suspected, this is the workaround for buyers to get free shipping label to return, right? Did you get any recourse? You paid for the label right?
baydealz
·3 days agoThe only recourse is to photo each and every page to show/confirm that none are missing. Even then, the machines will dismiss. There is no way eBay can keep up with the nonsense. My rant was about a buyer claiming that something was broken and had the audacity to say that my photos 'cleverly concealed the break'!!!! Yet, there was enough in photos to show discrepancy, we'll see how eBay handles this one. But we know the answer, the buyer got a nice new replacement for his damaged item. I cannot believe this isn't discussed in here. I actually hear people suggest it in real person (along with Costco, Amazon, Home Depot (who is finally addressing), so I know it's common.
chapeau-noir
·Sep 4, 2026 at 6:35 AMIt IS discussed here - eBay's returns is a hot mess and completely buyer-centric. There's just not much more than can be said about it.
bennotbill
·4 days agoDon't forget to add them to your block list.
nimraijaz6
·4 days agoSame happens to me also . when case close in my favor they leave a negative feedback .Lol
inhawaii
·4 days agoFull refund.
*especially4you*
OP4 days agoCan I deduct the amount that I paid for the return shipping label?
jonathanbrightlight
·4 days agoNope. Once the buyer says it's not as described, you deduct nothing. Full refund only.
baydealz
·4 days agoeBay is just not a platform for sellers.
jonathanbrightlight
·4 days agoThis is a thread about the seller's responsibility, so I don't see the point of your comment.
christworks
·4 days ago@jonathanbrightlight You absolutely can deduct for INAD return. One can argue that you shouldn't abuse it, but the ability is there to deduct and every time I have, eBay has stood by me 100%.
adamcartwright
·2 days agoIn what fact patterns have you been successful at this?
christworks
·2 days ago · Edited@adamcartwright
Example 1: DVD player was returned as wrong item, an INAD reason. The buyer stated they ordered a TV tuner. They did not. They ordered a DVD player. They admitted this in a message and gave me some excuse about eBay not allowing them to select a remorse return. I reported her for return abuse.
I got DVD player back and she had just tossed it inside a box. It was not protected in any way. When I send out almost anything it is in a bag to protect it from moisture, and something like that DVD player is wrapped 3 times in 5/16" bubble and of course the box is filled out so it doesn't move.
I had never thought about deducting for something not being packaged as the seller sent it until a buyer reached out to me who had opened a remorse return one time. She said eBay displayed her a warning about needing to pack it as the seller sent it or their return could be reduced, and she no longer had the packing materials. She wanted to know if she packed it well would I be okay with that. I was like sure.
Another buyer later brought it up on this board over a year ago. I then searched the policy geared toward buyers concerning returns and sure enough they are told to pack it as the seller had it, because failing to do so would be sending it back in a different condition.
Back to the DVD player, I tested it and it still worked. It had a few more scratches on it but the box looked like it had been roughly handled. I was mostly concerned that her sending it back unprotected could have resulted in some type of internal stress on wires, etc. that was not visible to me. While it worked for me at the time, I was hesitant to list it and sell it again. I did not want to end up with a return should something be wrong internally that I couldn't see.
I explained all of that in the refund and I kept 50%. Buyer appealed and eBay sided with me.
Example 2: The buyer bought a remote control for a heater. I sent it to her. A couple weeks later she opened a INAD saying the remote did not work. This was a brand new remote, so I knew it worked. When buyer opened the return, she stated that she would send it back as soon as she got it back. That language indicated to me that she had sent the remote somewhere else, because why wouldn't she have it?
I messaged the buyer and, as she was also a seller, she quickly realized where I was going with my questions and she tried to back out of it. I told her, no, she clearly admitted in the return taht she did not have the remote. She finally admitted she sent it to a relative.
Buyers lose protection when an item is forwarded to a 3rd party, whether that is having a seller send it to a freight forwarder or whether, as this lady did, got the remote and sent it on to another relative two states away. The problem is eBay has zero way for sellers to check a box and say the buyer has lost their MBG and why. This is probably by design as they try so hard to thread the needle of not making either the buyer or seller mad. To enforce this, the seller must gamble by asking eBay to step in, then hope the AI or person or whomever understands policy so you don't get screwed over.
Quick sidebar here while we are on the subject: In my view, the policy in this area is a bit harry. There is definitely no 30-Day MBG. At the same time, eBay expects sellers to honor their return policy and can step in if they don't. I think a creative buyer could say the seller's return policy did not exclude 3rd party addresses (as mine didn't at the time) and therefore they should have to take the item back.
I got the remote back and it worked, though no longer in new condition. It really did not matter though given the 3rd party address issue. I decided rather than have eBay step in, I kept 50% of the refund and stated the 50% the buyer got was a one-time courtsey because they had shipped the remote to someone. I then cited eBay policy on that issue. Buyer appealed, eBay sided with me.
I have never had eBay side against me when I have reduced a refund. There was one time they let me know they refunded the buyer the difference as a courtesy but that I had not actually done anything wrong.
adamcartwright
·2 days agoThanks for that explanation.
Are you saying that a Seller should have a written return policy excluding 3rd party addresses -- such as if a buyer uses a 3rd party address as their shipping address -- which I do when I'm buying something here and sending it as a gift -- a book or whatever.
kensgiftshop
·4 days ago · EditedNo, but you can deduct it off your taxes next year.
momtoabeautifuldaughter
·4 days agoNope
fern*wood
·4 days agoDid they file an item not as described return? You would need to meet certain qualifications in order to be permitted to reduce a refund.
*especially4you*
OP4 days agoYes, they said the item was not as described, however, they were mistaken because all pages are there.
kensgiftshop
·4 days agoBuyer gets a full refund.
baydealz
·3 days agoand the book, it's kinda cute...
pickapaper
·4 days ago@*especially4you*
They weren't mistaken. They LIED so that you would have to accept the return. (You have "no returns" on your items but in a "not as described" claim, you have to send the buyer a return label and refund when you get the item back or you can just refund without the return of the item.) Experienced buyers know how to play the system.
baydealz
·4 days agoI AM SO DONE WITH THIS GAME. I just got yet another liar, sent a photo of an item that clearly wasn't mine. I complained to eBay and they said not to worry (in Tagalog) they will provide label, then I got charged for it. Now I will also get a 'stepped in' ding. This is a no win situation. I'll deal with the other platforms with fewer eyeballs. I don't know who their target audience is, but it's not me.
pickapaper
·3 days ago@baydealz
You have been on eBay for 27 years and have sold 1.4K items. You should know the drill by now, that because of eBay's Money Back Guarantee, if a buyer files a Not as Described claim, you have to accept it and either provide a return label and refund when you get the item back or just issue a refund and let the buyer keep the item. If you do not do this and eBay has to step in, as you have found out, you will be penalized.
There is no need to call eBay when you have a problem. Everything is automated. eBay does not know what you sent the buyer and they do not know what the buyer received or returned so they take the side of the buyer. Even if you get back something different than you sent, you still have to refund but you can also report the buyer on your sales detail page.
Things are going to happen, especially in this day and age, so you might consider taking a few cents from each of your sales and putting into a virtual piggy bank to cover losses when something like this happens. You can also take these losses off your income taxes at the end of the year.
It sounds like, since you said you are "so done with this game", that you plan to leave eBay. I hope not, but if you do, hopefully you will find another platform that you will be more comfortable with.
baydealz
·3 days agoYes, I know the drill, but I like your confirmation that it's ALL automated and 'is just what it is.' I don't gamble or play statistics. One theft or nonsense drives me batty, but 'it is what it is' as you say. Other than new stuff from China, in bulk, I don't know who eBay's target audience is. It was me for a long time, now they think they are Amazon (I wonder how much fraud they eat?). It's too bad that people will have one less venue for reduced, rare or collectible pieces. But like the rest of the Internet, the trolls, scammers and crooks ruin venues. I used to sell on Yahoo in the 90s when it was 100% based on trust, with paper checks! (No paypal, no feedback, no 'trust and safety,' which eBay championed and killed it). Then half.com until ebay bought them. I don't think eBay will fix anything other than their expense structure (mainly support) but someone will ultimately figure it out. I've noticed a few other platforms (not just sales) that have automated to the point of unavailability. The only answer is to just use, let lapses fall and be fine with a certain success rate, or just leave. I've been pleased with my other venues, but slower. They might be worth it.
tools*
·Sep 4, 2026 at 6:06 AMI started selling online in newsgroups in the '90s. That died out, as I suppose eBay will eventually.
vintage-camerastuff
·4 days agoYou are learning very quickly that buyers are liars, especially when it comes to returns.. Report this liar to ebay. If possible deduct the shipping cost from the refund. Ebay will refund the sales tax and ebay fees to you. After that relist and resell.
*especially4you*
OP4 days agoThank you!
puremichigand
·4 days agosome buyers are liars, most aren't. Some sellers are liars, most aren't. In both cases, most = vast majority.
baydealz
·4 days agoPhew, you're at more risk than me. I sell open/used/random items at risk of being returned/swapped, but at least they aren't more expensive specialty equipment. How often have you gotten returns due to 'scratch on lens' that clearly wasn't what you shipped? What is your recourse? I list serial numbers whenever I can but some parts don't have it. I had a friend who sold camera stuff who said folks would pull off an item and then say it 'wasn't as described' was missing said item. I only continued with ebay for 'reach' and that I could sell for more demand and get higher price across the country, but the risk outweighs it. I know sellers complain all the time about 'leaving,' but ebay has not found a way to fix this. AI/automation is making it worse...and unusable.
vintage-camerastuff
·4 days ago · EditedRecently sold a small camera item which did not work. It was sold for parts or repair. The buyer emailed back and said he shook it and heard a small rattle so he opened a NAD case saying I did not describe the rattle, on an item that wasn't working in the first place. I shook it over and over but did not hear a rattle until about the 10th time shaking it very hard I heard a very slight rattling sound. We offer free 30 day returns for any reason so he got his money back and is blocked forever. You just have to grin and bare it and move on.
baydealz
·4 days agoYou even offer 30 days return on parts/repair? I thought that was the reason to get around the no return (and sell for less).