Do I HAVE to accept a return?

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Hi. I sold a pair of frilly pants to a buyer. They were listed size small. The label in the pictures said small. I took a photo of my hand placed over them for scale. The listing said they were oversized cosplay style. They still have a 24" waist. The buyer complained they were too big and opened a "not as described " case. This type of case is covered by their money back guarantee.

I phoned customer service, they said the buyer opened the wrong type of case, because my item is as described and they were happy to confirm this. They advised I do the return anyway. They said if they'd opened a doesn't fit/ buyer's remorse case, I would not need to refund.

I said I'd be happy to do the return if the buyer paid the postage, because I don't want to be out of pocket. The buyer saying they're too big also makes me worry they've been tried on. I don't want to accept underwear back that may have been worn 😕

I couldn't quite figure out from them what happens if I don't generate a return label. Will eBay refund from my balance without the buyer returning them? I don't seem to have anywhere to fight my side. I was given the option to report the buyer for misleading the return, but I don't think that helps with this particular case. Customer service just kept telling me to refund. Where's the seller protection in this? eBay has been great to me for over 20 years but this is a massive letdown. My two options are to purchase a return label or partially refund. I'm not satisfied with either when I've done nothing wrong.

Any advice please?

TIA!

pugrockprincess

2317 View listings

Posted 11 months ago·Last reply 11 months ago

2 comments

**peaseblossom**

Mentor11 months ago

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If the buyer escalates the return ebay may refund without them having to send the item back. All ebay offer is an appeal after return. Not the best but all we have.

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

pugrockprincess

OP11 months ago

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Thanks so much, I wasn't sure if it was an automatic refund or whether I got to appeal when eBay step in. The buyer has now actually offered to buy the return postage, but there's no way of offering this to her. That's the difference here compared to Vinted, where buyers must pay return postage unless seller agrees to. I've always paid on eBay if I've made a mistake, happens every couple of years, but this is my first issue where I've done nothing wrong 😔