topic Buyer has issued a return request on an item that has been damaged after leaving positive feedback in Member To Member Support

Buyer has issued a return request on an item that has been damaged after leaving positive feedback

saorsafairtradegifts — Thu, 26 Mar 2026 21:07:11 GMT

Good Evening Everyone,

I'm a small business seller and offer a 30 day no quibble returns on all listings. A buyer has messaged today stating the item they purchased is damaged. This was delivered on 23/03, the buyer left positive feedback saying they were delighted with the item.

The buyer has sent images of the area of damage and wanted to know what the process would be. I explained that they had already left positive feedback for the item therefore I presumed the item had sustained damage whilst being displayed, It's a wind chime. I have looked closely at the images they have sent, the Item has considerable damage and is not repairable.

The buyer has since stated in a message the item had arrived like this. ( An old item with metal decay ) This was a brand new Item.

I personally check every item prior to listing and I personally pack every item for shipping, this item was brand new.

Do I have any eBay seller protection ?

eBay has approved the return, I'm at a loss on where to go from here, it's so disheartening.

Kindest regards,

Beth

Re: Buyer has issued a return request on an item that has been damaged after leaving positive feedba

plpmr — Thu, 26 Mar 2026 22:40:43 GMT

unless they open a not as described case do nothing.

If they open a case, accept the return, issue a prepaid returns label and refund on return.

Re: Buyer has issued a return request on an item that has been damaged after leaving positive feedba

john1297576 — Thu, 26 Mar 2026 22:44:18 GMT

The fact that buyer has left feedback would not convince ebay, their logic would be that fb was left by mistake.

Re: Buyer has issued a return request on an item that has been damaged after leaving positive feedba

saorsafairtradegifts — Fri, 27 Mar 2026 07:35:48 GMT

Hi John,

Thanks for your input.

The feedback was quite specific " Lovely item to complete a set of 3. Really delighted "

I guess there is no point in disputing this.

Thanks, Beth

Re: Buyer has issued a return request on an item that has been damaged after leaving positive feedba

saorsafairtradegifts — Fri, 27 Mar 2026 07:50:55 GMT

Hi plpmr,

Thank you for your input.

They have opened a case, eBay has accepted the return.

Am I correct in saying that basically a buyer that has damaged an item after receiving & using it, and has left positive feedback can then open a case, return it and receive a full refund ? whilst it is the seller that sustains the loss.

Thanks,

Beth

Re: Buyer has issued a return request on an item that has been damaged after leaving positive feedba

papso22 — Fri, 27 Mar 2026 08:01:37 GMT

Unfortunately yes, as the money back guarantee is open to abuse.

Re: Buyer has issued a return request on an item that has been damaged after leaving positive feedba

saorsafairtradegifts — Fri, 27 Mar 2026 08:23:07 GMT

Hi papso22

Yes, it does look that way 😥

Thanks,

Beth