Locked
Discussion interactions are currently paused.
Buyer misused item outside its stated spec, but I was forced to refund - any advice?
Summary: joa4966 shared a frustrating experience on eBay where a buyer misused a US voltage espresso machine by connecting it to UK mains, leading to a claimed defect and a refund case that closed in the buyer's favor. Despite evidence and clear listing of the voltage specifications, eBay ruled against the seller. papso22 pointed out that listing it as 'New other' rather than used might have influenced the case, while tobiasd4 suggested accepting returns and appealing afterward, though noting that few appeals succeed. The discussion seeks advice on getting eBay to review such decisions effectively.
Hi all,
Looking for advice (and honestly, hoping an eBay moderator sees this too) after a frustrating experience with a return case.
I sold a Breville Barista Express espresso machine, clearly stated as US voltage (120V) in the very first line of my listing. A buyer purchased it, connected it directly to UK 230V mains without a step-down transformer, and opened a return claiming it was "defective" because it didn't work and caused their extension lead to overheat.
I disputed the return, pointing out that:
- The listing disclosed the voltage clearly upfront
- The buyer's own complaint (doesn't work on UK voltage, overheats extensions) is exactly the expected result of using a US appliance on UK mains without a converter - not a manufacturing defect
- My return policy is 14 days, and the case was opened after that window
I went back and forth with eBay Customer Service several times. Each reply was templated and didn't directly address these points, though one agent did explicitly acknowledge I'd sent the correct item as described. Despite that, eBay ultimately closed the case in the buyer's favour (reason: the item is not as described..) and refunded them at my cost.
Has anyone dealt with something similar? Specifically:
- Any luck getting a case reopened or reviewed after the refund's already gone through?
- Does reporting the buyer for a false SNAD claim ever actually result in a reversal, or just an account mark against them?
- Is there a more effective way to reach someone at eBay who can actually look at the listing text vs. the return reason?
Appreciate any advice from people who've navigated this before. Thanks!
tobiasd4
MentorAug 16, 2026 at 8:45 PMEbay never see the item, but believe buyers.
You should have accepted case, issued returns label and refunded on return.
You could have then try to appeal, but not many are granted.
papso22
MentorAug 16, 2026 at 8:45 PM · EditedTo be honest, given that you listed as 'New other' when it was actually used would have given the buyer ample reason to return it. It's an expensive lesson to learn though.
Something as important as the voltage issue should have been in the title.
The 30 day money back guarantee overrides a 14 day change of mind return policy.