A buyer opened a Return Reason case Doesn't match description or photos

[cristian3_6]

Hello
A buyer opened a Return Reason case
Doesn't match description or photos
and sent 3 photos. In those photos I couldn't see that everything was complete, it looked like things were missing, so I told him to send a clearer photo
and he refused
He said the description was
Comments
Description says old items vintage, unsearched and untested- this whole lot is tangled junk. Would like my money back!
The buyer sent you a message
I have clearer images. Everything that was sent in the box is in the box. I did not take anything out. It is all junk anyway.
I answered him
You sent a message
Hello I see the photos and there are things missing, please send me a clear photo

After that I called eBay customer support
They helped me and I explained the problem. Customer support told me that in a few days the case would be resolved in my favor and that I shouldn't do anything
Today I get a message from eBay saying this

Your funds are on hold until this case is resolved
And then it says
This return is now a case
We will investigate the case, and may reach out to you or the buyer for additional information.
What do I do now?
thank you

[ebooksdiva]

What you should have done is accept the return, issue the return label, receive the item back and refund. 
But instead you got eBay involved, they don't like to get involved with returns so, they refunded the buyer from your funds on hold, telling the buyer they don't have to return the item AND you also get a defect against your selling account for not handling your return case yourself.  The rep you spoke to didn't know the process, told you what  you wanted to hear to get you off the phone. Not as described cases are never found in the sellers favor.
There is nothing else you can do. It's over and done.

[cristian3_6]

Thanks for answering

t's my mistake then
So can I call eBay customer service to do what you said?

[kensgiftshop]

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@cristian3_6 wrote:

What do I do now?

---

Pretty much SOL now.

You should have accepted the return and provided a shipping label before Ebay got involved.

Buyer will probably get a refund from your account and keep the items.

[cristian3_6]

eBay sent me a message 

Thanks for your patience. We know returns can be inconvenient, so please know we appreciate your understanding.

We had a chance to review the buyer’s return request and decided to ask them to return the item. There’s nothing you need to do at this time. This case will not affect your seller performance.

For next steps, we’ll track the buyer’s return to you and then deduct the refund and original shipping amount from your funds once it’s delivered. If the buyer doesn’t ship their return by Feb 14, 2025, we’ll close their case, and you won’t have to pay for a refund.

So what should I do?

[kensgiftshop]

Sounds like you got lucky if they are having the buyer return the item.

There's nothing to do but wait and see what happens.

If the buyer returns the items, Ebay will refund them from your account.

If they don't return the item, the case will time out close.

[ebooksdiva]

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@cristian3_6 wrote:

Thanks for answering

t's my mistake then
So can I call eBay customer service to do what you said?

---

I never said you should call customer service.

[ebooksdiva]

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@cristian3_6 wrote:

eBay sent me a message 

Thanks for your patience. We know returns can be inconvenient, so please know we appreciate your understanding.

We had a chance to review the buyer’s return request and decided to ask them to return the item. There’s nothing you need to do at this time. This case will not affect your seller performance.

For next steps, we’ll track the buyer’s return to you and then deduct the refund and original shipping amount from your funds once it’s delivered. If the buyer doesn’t ship their return by Feb 14, 2025, we’ll close their case, and you won’t have to pay for a refund.

So what should I do?

---

What should you do? Just wait for the item to come back to you. If it comes back issue the full refund. If the buyer never returns the item, the return case will close in about 20-30 days due to inactivity. If that happens you won't need to refund . 

[cristian3_6]

Sorry, sometimes there is confusion. I speak Spanish and use Google Translate.
Sometimes it translates wrong.

[cristian3_6]

If I put in my lists  As-Is - No Returns 

I avoid having a return case and could it work out in my favor?

I see many sellers who put that in the description. Is it useful for anything?

[johnschuricht]

As-Is has no meaning. Read up on eBay's money back guarantee. The MBG is what they buyer is using and what will allow eBay to bill you for the return label and auto refund the buyer from your funds a few days after you receive the return unless you refund earlier.

[cristian3_6]

Let's suppose that they return the lot to me and it's missing things
Should I complain, report, will they believe me?
I really don't understand
So a buyer can buy, remove things and return it just like that because he didn't like it
I really don't understand how this happens
So I don't know why some sellers put no return as is on their lists, if that's of no use, it doesn't make sense then

[fab_finds4u]

Everything sold is "as is" it has been described, or else it would be "as isn't."

"As is" doesn't mean you get this and there are no refunds.

A no refund policy means they don't accept  buyer remorse returns where they changed their mind and no longer want it or found it cheaper.

If a buyer claims it doesn't  match the description or pictures eBay gives the seller two choices. One is to let them keep it and refund them in full. The other is to provide the buyer with a return label and refund when it's  returned.

eBay doesn't  care if they return it missing items or you get an empty box back. You will be required to refund. If you ask for eBays help you get a defect.

[cristian3_6]

So if you sell a box of jewelry for 2 thousand dollars and the box is returned to you empty, you lose 2 thousand dollars
and nothing happens? Is it all like that?

[fab_finds4u]

Unfortunately, that's  correct.  You would be able to write off the loss on your tax return.