Buyer wants to open a return request for not as described, but they're unable to confirm the return

[paul_thompson]

This is really perplexing me. Ebay's policy for return requests explicitly states that buyers can always open a return request on an item if it didn't match the description or photos when it was received, even if the seller doesn't accept returns. I tested this process myself with an item I bought recently, selecting "Doesn't match description or photos" as the reason, and provided photos and a comment. There was a banner at the top of the page that stated the seller doesn't accept returns on the item. But even with that, the confirm return button lit up after I completed these steps. Of course, I didn't click it since I wasn't actually returning the item. The buyer followed the exact same steps for this item, but the confirm return button is still greyed out for them. I cannot find this specific issue addressed on ebay's site, nor can I find any previous discussions about this specific issue. The buyer suggests that I need to somehow remove this "seller does not accept returns on this item" restriction myself, but I cannot find any way to do this. Can anyone provide any help on this issue?

[mtgraves7984]

Well... you can't change the Return policy on a sold listing, so it can't be that. I don't know why your buyer can't do it. 🤔

[ebooksdiva]

Something seems off to me. So Call me skeptical, but I don’t think your buyer is telling you the whole story.

Regardless of whether or not you accept returns, if it’s a “not as described case” the buyer can open a return though MBG.
You can’t change anything about a transaction that was paid for. 
Perhaps he maybe angling for a refund without going through the returns process since you seem to be a fairly new seller. I would just wait and see what the buyer does. I wouldn’t communicate further either.

[wastingtime101]

So your buyer saw that message when trying to return something they purchased from you, then you replicated the message with a different seller's item that you purchased?

Are you able to post a screenshot @paul_thompson ?

[ajs_coins_and_alchemy]

@wastingtime101 

Possible buyer has lost MBG privileges due to over use / abuse??? Could that result in this?

[wastingtime101]

Thought about that initially, but the OP said they duplicated the message when they tried to file a return on one of their purchases. So loss of MBG is not likely unless OP and their buyer both lost MBG coverage.

I'd like to see a screenshot to see if it's actually an error or just some kind of notification about a seller not accepting remorse returns before I make any solid guesses on what's happening @ajs_coins_and_alchemy .

[ajs_coins_and_alchemy]

@wastingtime101 

My understanding and experience is any seller who doesn't accept returns, the banner is always there. That's a given & in my eyes unimportant to the issue at hand.

The important issue and difference between OP's test and OP's buyer is the "Return" button lighting up blue for OP amd for buyer its being "Gray-ed" out. A.K.A. apparently buyer isnt permitted to move forward and I don't personally believe it has anything to do with the banner.

[ajs_coins_and_alchemy]

My own example on recent purchase ... standard banner I've seen many times when filing cases. (I tend to buy from unscrupulous people at times ... always worth the shot since I got MBG at my back)

[wastingtime101]

Generally when a buyer loses MBG coverage they can still file a request, but they cannot ask eBay to step in and force the return. Seller cannot escalate in those situations, either.

If the buyer's being blocked entirely from submitting the request that could indicate either a tech error on eBay or with the buyer's browser, or it could indicate more serious abuse where buyer is not permitted to even file a return request. It's possible. Hard to tell with so little info. 🤷

[reallynicestamps]

You opened a Not As Described Claim

The seller does not accept returns.

The confirm return button lit up -- at this point you would have entered the tracking number.

Since this was a test run, you didn't.

The buyer followed the exact same steps for this item,

The buyer or the seller? Was this a different Claim on the same item?

but the confirm return button is still greyed out for them.

Had the disputed item been delivered? If not, the buyer cannot open an NAD claim.

If this is a problem that the buyer is having, you actually don't need eBay to intervene.

Just send your buyer the Return Shipping Label/ or allow them to buy one and ship the disputed purchase back to you.

When it arrives, refund.

@ajs_coins_and_alchemy  makes a good point. There are serial complainers who have tried eBay's patience once too often and are not longer allowed to use the Money Back Guarantee.

Note however (but don't mention it to the buyer) that both Paypal and credit cards offer strong Buyer Protection policies which start on payment and run for up to 180 days.

[wastingtime101]

I'd tell the buyer to contact eBay customer service @paul_thompson . If they lost their return privileges CS will be able to inform them. If it's a tech error then CS should be able to file the return on the buyer's behalf.

[reallynicestamps]

For the record, the OP is an occasional seller of electronics.

@paul_thompson  You are working in a high fraud category be polite, professional, and cautious.

[ajs_coins_and_alchemy]

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@reallynicestamps wrote:

For the record, the OP is an occasional seller of electronics.

@paul_thompson  You are working in a high fraud category be polite, professional, and cautious.

---

Scientist in me says not enough evidence to make conclusions...

Cynical side of me says serial scammer lost MBG and return privileges, finding work around to scam an occasional seller in a high fraud market space/category.

Whimsical Optimist says, let it play out and hope for the best!

[rseuqinh]

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@paul_thompson wrote:

I tested this process myself with an item I bought recently, selecting "Doesn't match description or photos" as the reason, and provided photos and a comment.

-- the confirm return button lit up after I completed these steps.

The buyer followed the exact same steps for this item,

-- but the confirm return button is still greyed out for them. 

---

You may have written 2 lines but your buyer only one line for the comment.

If they break the one line in 2 (then even join it back into one line) the confirm return button will activate.

Try it yourself -- one line, no break.

[paul_thompson]

I have an update. So after a couple hours of back and forth, the buyer sent me a screenshot of their side of the issue. They were on the final screen and had entered text in the comment dialog, but they didn't add any photos. You need both of these in order for a return request to go through. I pointed this out to them, and after a bit more back and forth, I finally received a return request. And yeah, I haven't sold many items on ebay, so I've never had to handle a return request before, so I admittedly posted here in a state of desperation after trying my hardest to research this issue.