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Handling Disputes with Buyers in Online Transactions
Summary: lolaink124 sought advice about handling a refund request from a buyer who claimed a sold doll did not pose as advertised, despite proof to the contrary. papso22 suggested issuing a return label and refunding upon return, then reporting the buyer for misuse. tobiasd4 explained that eBay generally sides with buyers in 'not as described' cases and suggested offering a partial refund. lolaink124 eventually sent a refund and considered reporting the buyer, but *vyolla* advised that eBay is unlikely to take action unless the buyer has a history of such claims.
Hi everyone,
I'm seeking advice and insights from anyone who has faced similar challenges. Recently, I sold a doll online, clearly stating in my listing that I don't accept returns or refunds. The buyer is requesting a refund, claiming that the doll's feet don't pose as advertised. However, my photos clearly show the feet in both flat and pointed positions, as one might expect in ballet poses.
How do you handle such disputes while maintaining a fair and professional relationship with the buyer? Have you encountered similar situations, and what strategies have you found effective in resolving these conflicts? I'm interested to hear your experiences and any suggestions you might have.
Thank you in advance for your input!
tobiasd4
MentorJul 15, 2026 at 7:27 PMYou can try making a part refund offer through case.
But can only make 1 offer, if declined, you have to still send postage label.
You can only appeal case after you refund, very few are granted.
lolaink124
OP3 weeks agoHi Tobias I have already done the postage label and have the doll back. Please help with my above message? Many thanks
tobiasd4
MentorJul 15, 2026 at 5:13 PMNo returns only applies to change of mind by buyer.
If they opened not as described case, issue returns label and refund in full on return.
If you refuse or ignore case, ebay force refund and buyer keeps item.
Ebay never see item, but believe buyer.
lolaink124
OP3 weeks agoI understand re no returns policy thank you.
The doll is now returned, I recorded me opening the package and checking everything. I also posed the doll's feet from flat to pointed (ballet pose) in a matter of seconds and they remain in that position. I want to show ebay that she has misled eBay by wanting a return stating doll's feet don't pose? I'm unsure how to proceed. This Buyer is a Seller on eBay too. Do I report her for misuse of returns policy. Please help before I make the refund? Many thanks
lolaink124
OP3 weeks agoI've just sent the buyer the refund. Do I report her as the doll's feet do pose? The Buyer is a Seller also.
*vyolla*
Mentor3 weeks agoThere really isn't much that you can report your buyer for here, you can try 'You believe the buyer is making a false claim' or 'You believe the buyer is misusing the returns system' but, unless they've past form of doing this, eBay won't take any action.
https://www.ebay.co.uk/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&from=EBAY_AI&origin=EBAY_AI
papso22
MentorJul 15, 2026 at 5:11 PMTo answer the first part of your post (not the AI generated bit), you need to accept the return, issue a return label and refund on return.
Then, when you get your doll back you report the buyer for misuse of the money back guarantee.
lolaink124
OPJul 15, 2026 at 6:33 PMPlease explain how that is misuse of the money back guarantee ?
lolaink124
OPJul 15, 2026 at 6:36 PMAlso should I offer a partial refund first for the Buyer to keep the doll too?
papso22
MentorJul 15, 2026 at 7:10 PMBecause the buyer seems to be making a false complaint in order to get a free return under the money back guarantee.
lolaink124
OPJul 15, 2026 at 7:53 PMjohn1297576
MentorJul 15, 2026 at 9:08 PMDo bear in mind that if buyer has opened a not as described return, if you have not sorted out with buyer, they can escalate to ebay after 3 days, and once that has happened, ebay will refund, doll will not be returned, and you get a defect.
It is no good relying on trying to reason with buyer, you must provide a return label, then it is up to buyer to return doll, and on receipt refund in full
Then you can appeal, but as ebay never see what is sent or received, you are most unlikely to get anywhere with ebay.
lolaink124
OP3 weeks agoThank you, I've sent the postage label.
lolaink124
OP3 weeks agoThank you I will bear that in mind when I see the condition of my doll when it is returned.