Buyer requested refund which I contest but cant see any option to do so

[abtrade09]

I am a private seller and sold an item where the buyer is claiming parts and instructions are missing even though his 'evidence' actually shows the instructions in the photo. So I do not agree that the reason for return is valid however I do not see any option for contesting the refund; 3 of the options are some sort of refund where buyer sends the item back or doesn't send it back etc. and the last option is to email the buyer which I've done.

So how do I actually contest this ?

[dentalsales4u]

You can't contest it.

You can ignore it, but then eBay will step in and refund the buyer, let them keep the item and you get a defect for non seller resolution on your account, which isn't a good thing.

If the buyer wants to return, just except the return and refund upon getting item back.

It's called eBay's money back guarantee for all buyers.

I would just except the return, send them a return label and move on. 

You're just asking for more problems if you don't.

Buyers are always right in eBay's eyes.

[44012]

Don't contest this return UNLESS you seriously don't want the item back and/or return shipping is more than the cost of what the item and your time and effort is worth.

Otherwise, do as dentalsales4u advises.

[kensgiftshop]

You don't, unless you want the buyer refunded from your account and let them keep the item.

Accept the return, provide a shipping label and refund when something is returned.

[sextons-sweet-deals]

Did the buyer actually open a case? If not, ignore.

If they did, respond with a comment on why the photo(s) they sent show the instructions that are supposedly missing for eBay to view. 

[broto_64]

Here on ebay the buyer is always right.

[caldreamer]

EBAY Money Guarantee (supersedes "no returns") allows customers to lie and claim "not as described, counterfeit, defective, missing parts").   Customers are NOT required to prove their claims.   EBAY always rules in favor of the customer (even if they return a "box of rocks").  You will be required to refund (purchase price + shipping BOTH ways). 

If you refuse to give refund....EBAY will automatically take your money to refund customer (and allow customer to "keep the item") and you will be a defect against you account.   If you try to appeal this case (you will never win and EBAY will not view your evidence) and you will get a defect against your account.

This is all part of selling online....not every transaction will go smoothly.   

[pjcdn2005]

The answers you were given here are for the US site as you are on the .com discussion board.  The rules for returns on the UK site are probably similar but you should ask your question on the UK site just to make sure.

https://community.ebay.co.uk/t5/Seller-Central/bd-p/27

[lonebuck-books]

Sounds like they opened a money back guarantee claim, most likely because you had the item listed as no returns accepted.  If it is a case where 'eBay had to step in', you really haven't got any options other than approve the return then refund after you get it back or give a refund and they keep the item.  If you contest it, eBay will close the case, give the buyer a full refund and not require it be returned.  Also, eBay will keep all of the fees so you lose those.  If you approve the return, at least you will get the fees and the item back.

So as you can see, once a MBG claim is started, your options are very limited and none of them favor you.  Just accept the return and accept that this kind of thing happens here.  Buyers know the system and are more than happy to abuse it to save on the return shipping.

[monster-deals]

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@abtrade09 wrote:

So how do I actually contest this ?

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Short answer is that you don't.

That's also the long answer.

[valhalla_2010]

I am very discouraged when this happens. Especially since I have a customer saying it doesn't fit even though the item is listed as what it is with no returns, ugh. Why do I keep selling on ebay?