International Return Dilemma
Summary: eyewear247 raised an issue about an international eBay buyer changing a return reason from remorse to Not As Described (NAD), potentially making the seller liable for return postage. After eyewear247 provided context on the situation, 4_bathrooms and other participants, including padanpcparts and cobwebcottage, discussed their experiences and suggested contacting customer support (CS) for resolution. Some noted discrepancies between different eBay divisions, which could complicate the process. eyewear247 later updated that a CS agent understood the situation and assured that they would not be responsible for prepaid return costs, pending confirmation. Participants shared insights on handling similar cases and expressed concerns about eBay's support for business sellers.
Question regarding buyer changing a remorse return to NAD and seller liability for return postage
I’d be interested to hear if anyone has experienced a similar situation with an international eBay order.
I recently sent an order to a buyer in Germany. The buyer opened a return stating that the sunglasses did not fit, which I understood to be a remorse return, so I accepted the return and provided the required return information.
Shortly afterwards, the buyer messaged me asking for a free return label. I politely explained that although we offered free postage on the original order (and also covered the €3 import tax), we do not offer or advertise free returns.
The buyer then responded claiming that the cleaning cloth supplied with the sunglasses was missing. They said that, after contacting eBay Customer Services, they had been advised that I was liable for providing a prepaid return label because the goods allegedly differed from the listing — effectively making it a Not As Described (NAD) return.
I fully understand how NAD returns work, but I know with certainty that the cleaning cloth was included with the sunglasses when the order was dispatched and I am convinced the buyer is "playing the game".
My concern is that the buyer originally opened the return as a change-of-mind/fit issue and is now attempting to change the reason in order to obtain a free return.
At the moment, the return case still shows that I have accepted the return and provided the return information. The buyer has approximately two weeks to mark the item as dispatched, after which eBay should close the return if they haven't sent it back.
I’m currently leaning towards not responding further to the buyer and simply seeing how the return plays out, rather than getting into an argument over whether the cloth was included.
My main question is: has anyone experienced a buyer opening a return as a remorse/change-of-mind return and subsequently being allowed by eBay to change the reason to NAD, making the seller liable for providing a prepaid return label? The item sale was around £75 so drawing a line under it and letting the buyer keep the item with a refund is out of the question.
I appreciate that the buyer could potentially initiate a chargeback, which would obviously be a separate issue, but I’m specifically interested in how eBay handles the return reason itself.
Also, if I do ultimately have to provide a prepaid return label to Germany, does anyone have any suggestions for obtaining a cost-effective label for a small package weighing around 250g?
Thanks in advance for any advice or experiences.
blondiebird2003
·Sep 15, 2026 at 5:22 PMive never had a return reason changed .. but i am dealing with customers returns from Germany .. and to be honest a untruthful lot so far .. Case open NAD . and being a business seller i got a message from ebay to provide the buyers a return label . This is on two items both sent to different customers in Germany ( both the wrong sides) As didnt read the description stating right hand drive . I got ebay involved in both cases as it was around £86 pound each due to size /taxs etc to get a label . Ebay for the first time in a long time were very good .. took the time to read the buyers messages and agreed the buys could return the items but at there cost .. put both cases on hold and gave them a time frame in which to return the goods . neither have been returned
watchfan700uk
·1 month agoI never experienced the reason for return being changed.
My policy with overseas returns is that if the buyer opens a remorse return - good - they get no refund unless they pay for the item to be returned.
If they open a snad return (even a false snad) - I refund - and they keep the item.
I have no way to send these overseas buyers a paid label anyway.
Bite the bullet and move on.
In your case - if the order was really incomplete - they would have chosen the appropriate reason (missing parts). Obviously they realised they would have to cover the return charge and got on the phone to ebay. People usually tell the truth first - and lies later. Ebay should know this which is why they do not allow the reason for return to be changed.
eyewear247
OP1 month agoUpdate - I did as suggested phone CS this morning (was was going to anyway) even though I thought was convinced it would be futile.
I spoke with a very helpful agent who fully understood the situation and told me after the call would provide eBay Germany with the full facts and assured me I had nothing to worry about and I would not be made liable to provide a pre-paid label and I would get a message from eBay confirming this.
As yet I have not had the confirmation message but am hopeful of a positive outcome and if that is indeed the case it will restore some of the confidence I have lost with eBays willingess to support their business sellers.
padanpcparts
·1 month agoOnce a return is opened, the reason can not be changed for any reason (I've had this conversation with CS a few times). I would honestly do nothing, you have accepted the return in line with the return process. It is now the customs responsibility to get it back to you.
I just read your latest comment 'However, eBay have just messaged me and advised me my funds are now on hold and I have 4 days to issue a pre-paid returns label or risk eBay refunding the buyer on my behalf.'
My guess is this was written by German E-bay and when it comes to dealing with different countries divisions of E-bay it can be very confusing as they often are singing from completely different hymn sheets.
Feels like a call to UK CS in the morning is a good plan on this one. Good luck. You will need it. I also feel like they completely abandoned giving good service to their business sellers a year or so ago.
4_bathrooms
·1 month agoThe buyer can't change the reason nor can they open another return request for a different reason. However, I have no idea if the buyer contacted eBay's German customer support and they opened a new case. @eyewear247 will need to check the open case from the last message they received and see if the reason is still "Does not fit" or if it is now something else.
padanpcparts
·1 month agoYeah, do nothing is one of my favourite things to do as well. If the return is listed as 'Does not fit', it is the customers responsibility.
sheba-knows-best
·1 month ago · EditedWow - I'm amazed the buyer was able to change the original reason for return. Never seen that. Gotta say I am delighted to say I was swapped over to EIS about a week ago - and seen a massive jump in international sales since - and hopefully EIS will stop this kind of shennanigans.
Regarding your current issue.
I would contact CS tomorrow as you plan.
If you get no joy - see my response in this thread (below). You should have the option to request the buyer get a postage quote. Whilst they will, of course, make sure to remove the cloth, getting the quote might just inconvenience them enough to act up, either verbally or by deliberately delaying, which might strengthen your case if you ring CS again and try and close the case for a second time.
I have managed to get cases closed because the buyer delayed and wouldnt get me a postage quote. It is all a bit hit and miss.
https://community.ebay.co.uk/forum/business-seller-board-12/topic/gsp-returns-53724/
cobwebcottage
·1 month agoHave you spoken to CS? I always find that if you can explain the issue to them and get them to read the initial return reason, that they are fair and would possibly close the case.
EIS starts today, so you never know, they might honour and pay for the return as per the new T's & C's.
eyewear247
OP1 month ago · Edited@cobwebcottage Thanks for your suggestion.
I will indeed request a call-back at 9.00am tomorrow morning but I would be suprised if I am not told from a script to appeal the decision from the help pages and then staggered if they reverse the decison.
I have been trying to deal with CS over my loss of TRS due to Royal Mail not issuing timely first scans and have got absolutely nowhere.
I have always found CS very helpful in the past but have been left feeling they have now given up on supporting their business sellers.
4_bathrooms
·1 month agoAs far as I am aware a buyer can only open one return request per order. If a remorse reason was chosen the return will remain a remorse return.
eyewear247
OP1 month ago@4_bathrooms Thanks for your reply, that was my thinking too.
However, eBay have just messaged me and advised me my funds are now on hold and I have 4 days to issue a pre-paid returns label or risk eBay refunding the buyer on my behalf.
Looks like I am going to have to suck it up and although a return from Germany is going to cost me a little more that the actual product cost me I would rather loose a few quid than let the scammer keep the item with a full refund. I think I get the option to appeal but I know that would be futile.
I am sure many long standing business sellers have had to deal with fraudulent NAD descriptions at some stage, I have had plenty from the UK over the years but fortunately for me international cases seem to be quite few and far between.