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Advice needed: buyer
A buyer requested a return 13 days after receiving a jacket showing photos of some damages on a sleeve that we don’t remember. Unfortunately we don’t have detailed video and on our photos can’t see if a scratch was so deep as he is showing now. How am I protected as a seller from a buyer who is wearing and then returning an item?
3 comments
tobiasd4
Mentor6 months agoUnless buyer opens ebay case, do nothing.
If buyer opens item not as described case, you accept it & ebay send postage label (you are charged only if it is used).
On return of item, refund through case.
tressygirl
Mentor6 months agoVideos would prove mothing , and if a buyer opens a case for item not as described, as long as it's within 30 days of the item's last estimated date for delivery, you will have to accept it and refund. It's all automated so no point challenging it at that point.
You say you ' don't remember ' and not it was ' definitely not there' so there may well have been those issues and only discovered when worn. Items purchased are often not worn straight away, least of all examined properly.
If the case is opened, you need to accept it within 3 days, pay for that fully tracked return postage if you want your item back first, do not refund until it's back with you, you then have 48 hours to fully refund.
Stick within those timelines, and your seller performance is not affected.
If eBay step in and refund, should the case be escalated, if you think the decision for the refund unfair, you can appeal, link below shows the process.
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369
I'll admit it's not easy, eBay do not see the item in question and they do tend to side with a buyer's view, but worth a shot appealing.
@nadia_cic
nadia_cic
OP6 months agoThank you so much for your reply. I suppose it’s a good way to buy an item for an occasion and then just return. But my fault I didn’t make a detailed video, that was my first sell. Don’t you know if eBay can create a return label? I can’t find it anywhere and customer service is very confusing. Thank you. Nadia