Welcome to eBay where the buyer is ALWAYS right if they open a case as Item Not As Described.
You will have to pay to get it back (if you are not offering free returns) and refund OR just refund and they can keep it if it's not worth paying postage to get back.
Now, if they send you something that isn't what you sold, then there is a whole other process to handle that which involves a police report and a bunch of other non-fun work.
As a seller, returns that in your heart you know are bogus have no recourse...you will take a loss and just hope you get back what you sold in re-sellable condition and not a dirty diaper or empty box.
If the buyer has opened a Not As Described claim, just tell them to return for refund.
If they do , you will have to pay for a Return Shipping Label.
If you get it back, refund, relist, resell.
Not every transaction will go perfectly.
If they don't open a Claim, you don't have to refund, but remember they are still eligible for Buyer Protection through their credit card.
Always demand return before refund.
Often, even usually, this ends a bogus claim.
If things get more complicated than the Money Back Guarantee can handle.
The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.
inhawaii
·2 years agoYou don't need a live agent.
If the buyer claims the box was opened, the box was opened. Period.
That's how ebay is going to see it.
You have some choices...
A) Partial refund that you and the buyer agree on.
B) Refund the buyer and let them keep the item.
C) Pay for return postage and have the buyer return the item to you, then refund them.
If you deny/fight the claim, ebay will end up refunding the buyer with your money and let the buyer keep the item.
superfectabox
·2 years agoWelcome to eBay where the buyer is ALWAYS right if they open a case as Item Not As Described.
You will have to pay to get it back (if you are not offering free returns) and refund OR just refund and they can keep it if it's not worth paying postage to get back.
Now, if they send you something that isn't what you sold, then there is a whole other process to handle that which involves a police report and a bunch of other non-fun work.
As a seller, returns that in your heart you know are bogus have no recourse...you will take a loss and just hope you get back what you sold in re-sellable condition and not a dirty diaper or empty box.
kensgiftshop
·2 years agoIf the buyer has filed an INAD and you want it returned before refunding, you don't want to get Ebay involved.
monica-sells
·2 years agoavoid the 'agent'
follow the procedures as outlined in the help pages or as presented by the other posters.....
what you 'think' is not relevant.....
just follow the proper procedure to minimize the damage
stainlessenginecovers
·2 years agoBut it might be true and you could be 'not telling the truth'....
..so how would someone on the phone know who's telling the truth??
heckofagame
·2 years agoA live agent will not do anything to help you. eBay does not get involved in the seller said/buyer said situations.
Has the buyer opened a return request?
reallynicestamps
·2 years agoYou don't want a live agent.
If the buyer has opened a Not As Described claim, just tell them to return for refund.
If they do , you will have to pay for a Return Shipping Label.
If you get it back, refund, relist, resell.
Not every transaction will go perfectly.
If they don't open a Claim, you don't have to refund, but remember they are still eligible for Buyer Protection through their credit card.
Always demand return before refund.
Often, even usually, this ends a bogus claim.
If things get more complicated than the Money Back Guarantee can handle.
The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.

https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.
https://www.instagram.com/ebayforsellers/

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.



The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.