Fraudulent "Not As Described" Claim Ignored — Lost Money After Case Closed Without Review

[procaredepot]

I’m extremely disappointed in how eBay handled a recent return case involving a buyer who falsely claimed an item was "not as described."

I sold a Flomatic 1-1/4” foot valve in brand-new condition. The item was returned in the same condition it was sent, and I even submitted an email from Flomatic themselves confirming it was a genuine, authentic product.

Despite that, eBay still refunded the buyer. Initially, eBay support told me not to respond to the buyer's request, and instead escalate it to eBay. Later, I was told the standard process is: the buyer returns the item, and once received, the case would be re-evaluated and I’d be reimbursed. None of that happened. The case was closed, and I was left with the loss—despite doing everything right and providing documentation.

Here’s the outcome:

• Item Price: $50

• Shipping: $20.82 (non-refundable)

• eBay Fees: Over $9

• Ad Fee: $7.74

• Total Earnings: - $37.73

I’ve attached screenshots showing the breakdown.

To be clear—I have recordings of the phone calls with eBay support confirming everything I was told. I’m more than willing to share those conversations if this isn’t escalated and addressed properly.

This is absolutely unacceptable. Sellers should not be penalized for following protocol, especially when eBay support provides misleading information and fails to protect long-standing, top-rated sellers.

@eBay — please explain how this qualifies as fair seller protection.

[coastaltechsolution]

Did eBay have to step in and refund?

Please give details of how you responded to return request?

You did respond in the time frame for request? 

[procaredepot]

Yes to all three. I responded on time, provided clear documentation, and followed every step correctly because I knew from the start this buyer was a problem.

eBay did step in and refund the buyer, even though I submitted proof from the manufacturer confirming the item was authentic and matched the listing. Despite being told the case would be reviewed after the return, it was closed without explanation and no further investigation was done—directly contradicting what eBay support said would happen.

As a seller with 16 years of 100% feedback, it’s unacceptable to be left with these fees while eBay sides with fraudulent claims. On top of that, their fees and promoted listings cost me additional money, bringing my total loss to over $37 on a $50 sale. This is not seller protection—this is negligence.

[kensgiftshop]

CS will tell you anything they think you want to hear, just to get you off the phone quicker.

When you get them involved, they already know whats going to happen so I don't know why they just don't tell sellers.

[coastaltechsolution]

Ouch!

ok have you tried reaching out to eBay on Facebook?

Sometimes they can look further and help. 

[procaredepot]

Totally agree with you. It’s clear now that CS just tells sellers whatever will end the call the fastest—whether it’s accurate or not. I was told multiple times by phone that my case would be re-evaluated after the return, and I had manufacturer proof the item was authentic.

Instead, eBay refunded the buyer anyway and left me with a $38 loss, despite doing everything right. Now I’m stuck with an opened item that may or may not have had parts swapped out.

What’s the point of seller protection if we’re treated like we're disposable? Appreciate you confirming this isn’t just a one-off.

[procaredepot]

Great suggestion—I appreciate it. I actually just filed a dispute with the Better Business Bureau since I couldn’t get anywhere through normal support channels. I’ll try eBay’s Facebook page too and see if that gets traction. Thanks for the tip.

[fashunu4eeuh]

Hi @procaredepot 

So very sorry  this happened to you. The terms of the Money Back Guarantee are absolute. It carries the main risk in selling on eBay. The platform protects its buyers’ interests, often at the seller’s expense. Sellers tacitly agree to follow these rules and procedures when listing their first item.

If it is any comfort, you got off cheap. Some sellers lose hundreds or thousands of dollars at a time by getting side-blinded by the MBG policy. Sellers’ best defense is to know all the policies that govern the site so they can make informed decisions. It is not a stretch to say that it is impossible to succeed on eBay without this foundation of knowledge regarding eBay’s practices.

How did you appeal? Did you read and follow the policy? Or did eBay open the appeal for you? (If so, it was doomed to fail.) Below are the instructions on the appeal for those who may read this.

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

[coastaltechsolution]

I agree with @kensgiftshop 

Standard CS contact will tell you anything to get you off the phone.

"We put a note on your account"

"Please wait 24-48 hours"

"I have escalated the ticket"

Yes please contact eBay on Facebook or other social media and explain and send them the information you shared here. Worth a shot for sure. 

[procaredepot]

Thanks for the reply—I appreciate the insight, but I’m definitely not new to this. I’ve been selling online for 15+ years and run a private trade page with over 100,000 members—well before Facebook Marketplace even existed. I know the policies, how to appeal, and how to protect myself.

For reference, back when PayPal handled eBay disputes, things were at least fair and handled properly. Now that eBay took over the process, it’s a complete mess. PayPal still holds their own, but in cases like this, I can’t even go through them because if I bypass eBay and try to get the money back, they’ll just ban me. Is it worth it? Probably not.

This isn’t about lack of knowledge—it’s about how eBay completely failed on this case despite me doing everything right, including manufacturer verification. Just disappointed how hard they screwed me on this one.

[l5vw]

Initially, eBay support told me not to respond to the buyer's request, and instead escalate it to eBay.

 I think this is what the main issue stems from. Sounds like you did not provide a return label and then the customer opened a case? 

[procaredepot]

Thanks for the input—totally understand where you’re coming from.

In my case, eBay phone support literally told me to wait until the 30th of the month before escalating the buyer’s return request. I followed their exact instructions, didn’t provide a return label (because I was told not to), and by the time I escalated as instructed, the case was already closed and refunded in the buyer’s favor.

I even had proof from the manufacturer confirming the item was legit and returned in sellable condition.

But hey—I guess that’s the level of guidance you get when the support team is probably getting paid $5 a day to read off scripts. 🙃

[procaredepot]

Appreciate the response—you're absolutely right. I heard every one of those classic lines: “We put a note on your account,” “Please wait 24–48 hours,” “We’ve escalated the ticket.” None of it actually led to a resolution—just delays and dead ends.

I’ve already filed a complaint with the BBB and also reached out through eBay’s Facebook page with all the details. At this point, public pressure seems to be the only avenue left for getting a real review of the situation.

Thanks again for the support and guidance—it means a lot.

[coastaltechsolution]

@procaredepot 

Best of luck 

Please let us know how it turns out

We love to hear seller success 

[l5vw]

eBay phone support literally told me to wait until the 30th of the month before escalating the buyer’s return request. I followed their exact instructions, didn’t provide a return label (because I was told not to), and by the time I escalated as instructed, the case was already closed and refunded in the buyer’s favor.

 Yes this is terrible advice from support. Sellers will lose every time if they do this !

Best of luck. Hopefully through Facebook or X you can get this straightened out.

Please keep us updated as this could help other sellers also.