Return “item not as described”

[jmo1234567]

I sold 5 bottles of toothpaste priority and posted a lot of pictures and everything. I paid for priority shipping for the lot. The buyer received it yesterday and 5 min after it was delivered he opened an “item not as pictured/described”. In the comments all he wrote was item not as described. I sent him a message and he didn’t respond. I’ve already lost 8$ to priority shipping and he paid me 18$ for the lot. I’d be losing so much money if I have to pay for the return shipping and refund him. He has 0% as his rating as I just figured he was new to eBay. I’ve never done a refund before. I’m pretty sure he’s trying to abuse the system. Does anyone have any advice? Thanks. 

[bkb1942]

eBay will make you refund. If you don’t want to lose even more, you can refund and not send label for them to ship back. Put them on blocked bidders list. Scam buyer

[jmo1234567]

So what would happen if I don’t do anything before the 24th and he just never responds to me? 

also could I just give him a partial refund and that just close out the return request? Basically how does the return request close?

[t8rchip]

Do you offer returns/refunds? If not, I would contact eBay.  Explain the situation and that you've reached out and they have yet to respond to you. You can win this. If it were me I would not send any return postage or refund until speaking with eBay. I had a similar situation that ended in my favor.  Good luck!

[jmo1234567]

No I don’t accept returns. But because he opened it as “item not described” eBay has given me no choice but to refund basically. 

[t8rchip]

Well, in my opinion you haven't done anything wrong and they haven't proved that the item isn't as described. Ebay can see that you sent a message and that they didn't respond.  They can also see that they gave no evidence that the item is NOT as described. if all is in order then I don't think you should have a problem. Is one of the options to deny the return? Call them...if you do it early in the morning you are more likely to get a call back quicker

[jmo1234567]

No I can’t deny the return since it’s an “item not as described” situation. It’s under ebays money back guarantee that the buyer can receive a refund if that’s the case. He literally only wrote item not as described in the comments section. You make some good points. I’ll be sure to reach out to eBay then. Thank you. 

[lacemaker3]

@jmo1234567, I'm sorry, but if the buyer opened the case as "not as described" then you will have to refund their full payment. The buyer is not required to provide any proof or explanation, and eBay will accept the reason they opened the case for. eBay isn't going to investigate anything, because any "proof" on either side could be faked.

If you want the item back, you will need to provide a prepaid return shipping label, which you can do automatically by accepting the return request. Otherwise, you may want to cut your losses and just refund without a return. That is up to you.

Don't let eBay "step in" or wait so long that the buyer can escalate the case to eBay. If you allow eBay to make a decision on this, they will refund your buyer possibly without requiring a return, and if they do require a return you will still have to pay the return shipping. Also, if eBay makes a decision then you will get a defect on your account and you won't get a credit for the final value fees you were charged because you only get the credit if resolve the issue yourself without eBay getting involved.

[lilbama911]

Respond to the buyer through the case and tell the buyer to return the items back to you in the same condition as received and you will issue a full refund.  However, should the items not be returned to you in their original condition, you will not issue a full refund.   Let the buyer pay return postage.

[jmo1234567]

Wow thanks for your insight. I called eBay and I feel like every time I speak with them they never know what’s going on. 

They told me to wait until the buyer responds to my message and if I don’t hear anything by the 24th which is the deadline eBay gave me, then to call eBay as to next steps. He said if the buyer doesn’t escalate then eBay will look into it and it’ll close on its own after 30 days from the day the return request was opened. 

so what would you recommend I do? It’s just toothpaste so I would prefer not to pay for return shipping and refund. 

[stainlessenginecovers]

@lilbama911  However, should the items not be returned to you in their original condition, you will not issue a full refund.   Let the buyer pay return postage.

That's not how it works

So much misinformation in this thread.

SNAD returns are simple. You either want the item back, then you refund (even if he mails you a box of rocks), or you don't want to pay the return shipping label and you refund 100%.

You are not TRS, you do not offer 'returns' so you have no choice but to 'refund 100%', with or without the return, that is your only 'options'. You must respond by the date it states on the 'case' (either provide label or refund). If label is provided, once tracking says it's delivered, you have 48 hrs to issue refund. If ebay has to issue the refund, you get dinged. Buyer does not have to prove anything. Ebay will not accept 'messages' or 'pictures' as any proof. 

[donsdetour]

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@jmo1234567 wrote:

Wow thanks for your insight. I called eBay and I feel like every time I speak with them they never know what’s going on. 

They told me to wait until the buyer responds to my message and if I don’t hear anything by the 24th which is the deadline eBay gave me, then to call eBay as to next steps. He said if the buyer doesn’t escalate then eBay will look into it and it’ll close on its own after 30 days from the day the return request was opened. 

so what would you recommend I do? It’s just toothpaste so I would prefer not to pay for return shipping and refund. 

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Refund with out return.

You already know it is not worth the time and money for the return, so...

[jmo1234567]

So there’s really no way to win at all? I’m basically forced to either just refund his money back with no explanation from the buyer? Otherwise eBay will get involved and do it for me and I get dinged?

The buyer has to escalate the request to eBay manually, correct? If he doesn’t, then that’s one way I could be saved?

[debad4042]

Accept the return. If the buyer doesn't send it back, you can win, BUT YOU MUST ACCEPT THE RETURN and issue the return label.

[jmo1234567]

If I accept the return and issue a return label and he doesn’t return the item then am I still out the return shipping fee?

or is the return shipping charged to me only if they use it?

i don’t want to pay for it to be returned to me where I’d be out another 8$ plus 18$ for the item plus the 8$ shipping to get to to him if that makes sense