How to deal with false return request. | Member To Member Support

max1m1l1en · 2026-04-14T16:23:18.405000Z

Hi there,A buyer has purchased an item from me but is now claiming it is defective.I can see from the photos they have sent compared to mine that there is new damage to the item which they have not mentioned in their return request.Their complaint is that the brakes are not as strong as expected. However they have purchased a caliper brake bike, not a hydraulic disc brake bike, so it cannot be expected to perform in the same way. The bike was tested and working correctly before sale.The bike was sent disassembled and required reassembly on delivery. The brake cable has not been retightened after reassembly, which is the cause of the reduced braking performance. This is user error and not a product fault.As this appears to be a false return request and the item now has new damage which I have photo evidence of, I would like to understand my options. eBay currently only shows the option to accept the return or offer a partial refund.I have reached out to the buyer to resolve the issue but have not yet received a response.Many thanks.

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How to deal with false return request. | Member To Member Support | eBay UK