Buyer requests a return stating the false reason that item doesn't match description or photo.

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Summary: ca_297351 highlights a case where a buyer has requested a return, claiming falsely that the item doesn't match the description or photos. tressygirl and tobiasd4 engage with ca_297351, although the content of their specific responses is not detailed. The discussion revolves around how ca_297351 is dealing with this potentially fraudulent return request.

Hi, can anyone help me understand why an ebay agent has told me once a buyer states 'the item doesn't match description or photo' then I have no choice but to accept the buyers return request. The item was described accurately and this is clear given the buyer goes on to state the item doesn't have something which I never said it did have! I take a lot of time and pride in describing my for sale items accurately which is evidenced by excellent feedback. It is irksome to see how easily ebay favour the buyer over the seller without an initial look into the validity of the buyers claim. I am very angry at being told I have to accept the return request when I have done nothing wrong and the item is exactly as described. Can you help me understand what going on and does anyone know who at ebay I can complain to? Many thanks in anticipation.

ca_297351

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Posted 4 months ago·Last reply 4 months ago

4 comments

tobiasd4

Mentor4 months ago

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You can't appeal until item is returned to you.

If you refuse or ignore case, you still refund them and they keep item.

At least if item is OK, you can resell it.

ca_297351

OP4 months ago

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Hi, thank you, that is useful to know.
Kind regards, C
Sent from iPhone

tressygirl

Mentor4 months ago

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The CS agent is correct. Only because, once a case for item not as described is opened, it's all automatic, no human contact, so if you do not accept in 3 days, provide a return label if you want your item back first or refund, the buyer can escalate to eBay, they step in force the refund, and you also gain damaging defects on your account.

If the item is being returned, only refund when the item is back with you, you'll have 48 hours here to do this.

No point challenging this case once opened, as said, there's no human interaction, and not seeing the item itself, eBay will usually believe the buyer.

However, if you believe the claim to be false, 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.

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.

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@ca_297351

ca_297351

OP4 months ago

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Hi, many thanks for your comprehensive reply. I will look into appealing but I may have lost the chance because earlier today I took eBay’s advice and accepted the return request. The buyer seems to have already received the return label. In this case it’s not a cosmetic issue, it’s a specification issue so no ‘eyes on’ should be needed. It’s a DAB radio and the buyer says it doesn’t have ‘DAB plus’. It was advertised as DAB yet the buyer seems to expect DAB plus. Amazon sell these radios and they too state DAB and not DAB plus. The buyer has had the item for 30 days less transit time. This is so frustrating and unfair, puts me off using ebay. Thank you again.
Sent from iPhone