Ebay approved a return without checking with me

[neelyor]

As a seller, I received a message that I was to send a refund to a buyer.  The buyer had not contacted me first; he had gone straight to Ebay upon receipt of the item.  The buyer's reason for the return was basically that he didn't like the item.  He said that it did not match my photos or description, but that was false.  Apparently, Ebay issued the refund without checking whether his complaint was accurate.

I have tried to communicate with Ebay about this.  I filled out a form saying the buyer was abusing the refund process.  No reply.  I filled out a form saying I wanted to appeal the refund.  No reply, just another notice instructing me to send the refund.

Now I just sent Ebay a long message (from the Ebay platform, using another form) explaining the whole situation again, and asked that a copy of my message be sent to my gmail inbox.  No copy.

The buyer has returned the item and it's fine.  But if he had contacted me directly, I would have told him he did not have a good reason for returning it.  Now that he has returned it, I think he should get a refund, nut not from me.  Ebay is the one who made the error, so Ebay should issue the refund.

Does anyone have any advice for me?  I have been an Ebay member for 19 years; the buyer has been for a little over a year.  I have 1300+ feedbacks; he has six.  Thank you for your help!

[wooden_flower · Accepted solution]

When a buyer says not as described, you have 2 choices - accept the return and pay the return shipping, or refund without return.  It does no good to tell a buyer he doesn't have a good reason - eBay will always find for the buyer on a not as described claim, since there is no way for them to know who is right.

Unless the buyer had to ask eBay to step in and force the return, there is nothing to appeal.  If they did, eBay usually does not require return. Did you check your dashboard to see if you received a defect for an unresolved case?  That would be where you appeal the defect.

You should check your return preferences - you can set them so some returns are automatically accepted, some auto refunds.  To require review of every return, set the requirement for an RMA #.  This does not mean you get to argue a not as described return - it only gives you the ability to see the return, manually accept it and issue a control #.

Remember - when you accept returns, you accept all returns.  The only issue is who pays the return shipping.  The only thing you can do, as you already did in this case, is to report the buyer for abusing the money back guarantee when the item is returned not defective, or as described.

Check your preferences here -

https://www.ebay.com/rtn/Return/SellerRules?returnId=0&rmvHdr=false&action=showSellerRulesList

[neelyor]

Thank you very much, wooden_flower. That is very helpful. I will follow through on the suggestions you gave me. I appreciate your insight.