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eBay's process for dealing with buyer who says item not as described
I sold an item and described it accurately. The seller has now used it and says that it is faulty and therefore not as described. I refused a refund on the grounds that it was not faulty. He has opened a case via eBay.
I just spoke to eBay and they say that I have to accept the return request; send a postage label to the buyer; once the item is returned to me I then submit a report to eBay to say that the buyer opened a false return request; I also have to contact eBay within 2 business days and tell them what happened (again) plus the condition of the item which has been returned; eBay will then review the case; eBay will refund the buyer; eBay will refund me for the return postage label and, crucially, not lose the money I was paid for the item.
I find it difficult to believe that this is how the system works - eBay said that I won't lose out financially and that the buyer will also get a refund. Does anyone have experience of this?
carole75fyd
OP5 months agoUPDATE - I received the item back today, filed a false return request and rang eBay. They say that they are going to close the case and will deal with the buyer, issuing a refund themselves if appropriate. However, I do not have to issue a refund so will not lose out financially. I will also get a credit on my next statement for the return postage label. Let's hope it all goes to plan!
jckl1957
·5 months agoWhen a return request is opened, your choices are limited.
Customer Services always advise you to accept the return and issue a label.
Once you get the item back you have 48 hours to refund the buyer.
It may be that Ebay will review the case and find in your favour but, equally, they may find in the buyer's favour and refund them without requiring them to return the item. Whatever you have been told, the case is often decided in the buyer's favour. Ebay don't see the item sold so their 'review' is based on what the buyer and the seller state.
All you can do at the moment is accept the return and issue a label.
carole75fyd
OP5 months agoThank you for this helpful reply. I did think it wasn't going to be as straightforward as the eBay was making out!
john1297576
Mentor5 months agoYes it would be very unwise to rely on what you were told by ebay.
This sort of case is usually automatically dealt with, with no humans involved, so proves to be a loss maker for seller.
The only good thing is if item is not damaged you can resell, and recover some of the expenses lost on first sale.
carole75fyd
OP5 months agoThank you - I appreciate you taking the time to reply.