Buyer refunded for item and ebay say I will not get it back | Seller Central | eBay UK

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Buyer refunded for item and ebay say I will not get it back | Seller Central | eBay UK

Buyer refunded for item and ebay say I will not get it back

Summary: Various participants shared their experiences and concerns about issues with eBay transactions. One person described receiving a damaged item with unsatisfactory resolution from the seller and sought guidance on involving eBay. Another participant talked about buyers claiming damages on items, impacting feedback negatively. Further discussions included scenarios of duplicate listings and the challenges of handling refunds while maintaining a positive reputation. The conversation also touched on the complexities of dealing with buyer complaints outside eBay's time frame and concerns about buyer protection versus seller experiences.

So this has never happened to me before - seller bought an item from me, it arrived yesterday. They messaged me this morning to say they wanted to return it as it had a mark on. I agreed and told them to open a returns case. The next thing I got an email from ebay saying the buyer had been refunded and the item was not going to be returned to me - see screenshot. There was no option for me to respond - when this last happened to me I had to respond and agree the return. I then got another message saying "This order was processed through simple delivery so we handled the return on your behalf".

What does that mean?!

Please has anyone one been through this? i would like the item returned to me!

Thank you!

the_curious_cardigan

737 View listings

Posted 1 year ago·Last reply 1 week ago

54 comments

nikrich82

·1 week ago

Hi late in the day on my part, buyer collected spent time inspecting, paid via eBay , after using over 2days then complained not fit for purpose!! , and issued the buyer a £260 defund , as a 81 year old I made the mistake of not requesting a return within eBay’s time frame,, I have requested a return address from the buyer for a courier collection but they have not responded

jonatjonatjonat

·1 week ago

Private SellerView listings

Are you saying you refunded but then asked the buyer to return the item?

This is the wrong way around. You ask them to return the item, then refund on receipt of return.

Unfortunately at the point you refunded them, eBay consider the matter closed and the buyer is in fact told I think there is no need to return the item as you are deemed to not want it back.

If they aren’t corresponding there is not really anything you can do, it’s a mistake that I don’t think you’ll make again.

elemcca68

·1 month ago

I refunded somebody because it duplicated the item I was selling on my eBay which was so gutting because I’ve got 100% positivity and it was totally by error that it duplicated the item so the person bought two when I only had one I refunded obviously for the one that didn’t exist but will it show the refund as if because it want my concern is I have another cream of that high calibre that I’m selling and I don’t want people to think they refunded because of the cream it was due to a duplication what do I do to make sure people don’t think it’s anything wrong with the cream?

reasonable.robert

·3 months ago · Edited

i had the same problem the buyer claimed the box was damaged in the post even though the loco is still in its plastic case and fine there were a pair of scissors next to the damaged box so draw your own conclusion on that.

the buyer requested a return so i had to pay for a return label even though it was sold through e bays so called simple delivery and should have been covered and i cant even leave negative feedback.

e bays becoming a mickey mouse site full of scammers and want it for the opener resellers i have auctions finishing tonight but if they sell at a loss i refuse to sell them i dont sell on e bay to make a loss they,ll go back on buy it now and i,ll sit on them.

i,ve been a e bayer since it first started and usually an aimiable e bayer but im afraid im going to have to change my stance and get a bit tougher ...thats the price take it or leave it even on vinted i,ve had silly offers where they want to buy a bundle and want £10 or £15 off the price they get declined straight away but i,ve even turned back to doing a couple of car boots a week.... the buyer has now been blocked but this is how the scammers are getting round it inad or inr and e bay do nothing no wonder people are going elsewhere

kevb57

·3 months ago

I received an item which was damaged, the seller promised twice to place it, and did not want it returned. He has now promised a refund twice. It been going on 6 weeks. How do I get eBay to step in?

jonatjonatjonat

·3 months ago

Private SellerView listings

Now? You can’t. EBay has a 30 DAY money back guarantee. Your seller has played you along specifically to take you past that.

Only option now is to open a claim with your payment provider who may offer a longer timeframe.

thierry_o

·6 months ago

Just had this happen to me. Sold an item that was 100% working and the buyer collected, so not as if there is a chance it got damaged in transit, as could be the case if it was sent via post.

Anyway, they raised a return a few days later and said the item is faulty and Ebay has stepped in and refunded the buyer. On the one hand I am okay with this as I want the item sold, and if it really is now "broken" I have no use for it and selling it for parts won't be worth the amount I'd get. On the other hand, I was already a little suspicious (I thought the buyer might have used the item - a pc component btw - to fulfil a quick purpose and doesn't need it anymore and has put in a fault claim) about whether the item was broken because - as I said, it was 100% working fine - but after this, I am VERY suspicious. I am wondering whether the buyer knows about this policy and has abused it to receive a working item and get his money back too..

Seems very dodgy to me.

4_bathrooms

·6 months ago

@thierry_o wrote:

Anyway, they raised a return a few days later and said the item is faulty and Ebay has stepped in and refunded the buyer.

This is what happens when a seller doesn't deal with a case properly.

When a buyer opens an "item not as described" (INAD) case the seller has three business days to either provide a prepaid return label or to issue a refund. If the seller does neither the buyer can escalate the case and be guaranteed a full refund under eBay's Money Back Guarantee. They are also specifically told by eBay that they do not need to return the item.

Another consequence for the seller is they receive a damaging "case closed without seller resolution" ding recorded against their account. The bar for these is set very low before the account becomes "below standard" and is sanctioned.

There is no point trying to refuse an INR case. If the item has value the seller needs to upload a return label and if the buyer is abusing the MBG that needs to be reported via the case when the item is returned (within 2 business days of receiving the item - or whatever the buyer sends - back). If the seller doesn't care about the buyer keeping the item and the money then they need to refund via the case before the buyer can ask eBay to step in.

When INR and INAD cases are opened eBay states in the case what the deadlines for dealing with the case are and the potential consequences should the seller fail to do so.

thierry_o

·6 months ago

What are you on about? I responded to the return request the same day.. Even spoke with an ebay agent on the phone regarding it..

4_bathrooms

·6 months ago

@thierry_o wrote:
What are you on about? I responded to the return request the same day

Whenever a buyer opens a case (INAD or INR) the case is an automated process. Once an INAD case has been opened a countdown starts; the seller has until the third business day after the case was opened to either issue a refund or to provide a return label. Replying to the buyer or otherwise communicating with them via the case has absolutely no effect whatsoever on the automated process; if neither a refund nor a return label has been provided the buyer can escalate the case on the third business day and be all but guaranteed a full refund at the seller's expense under the terms of eBay's Money Back Guarantee.

@thierry_o wrote:
Even spoke with an ebay agent on the phone regarding it..

If an eBay customer service representative told me the sky was blue I'd still stick my head out of the window to check.

papso22

·6 months ago

@thierry_o wrote:

What are you on about? I responded to the return request the same day.. Even spoke with an ebay agent on the phone regarding it..

What did you respond with?

axel5208

·7 months ago

Hi. Same thing has happened to me with a buyer saying I sent the wrong edition of a book so he was refunded (over £100) but now refuses to return the book. eBay's response has been abysmal as they, like Amazon bend over backwards to 'protect' buyers but do very little to help sellers in my experience. I've stopped selling on Amazon and now thing I will do the same on eBay as they treat sellers with absolute contempt. Should I consider involving the legal profession or the police as this surely constitutes fraud? Thoughts anyone? Cheer all.

between_41

·7 months ago

Well I did not lose any money. But what happened was I sold a Pandora jewellery box then the buyer claimed it was damaged ( mirror on lid was fallen off) . I know how well I packaged my perfect item and what I packaged it in. EBay simply refunded the buyer, but never took the funds off me, either. So it was just their fast resolution to the problem. I did not know about it until they gave the decision ( almost immediately) this really assists dodgy buyers, as the photo the buyer had of evidence was of the same type jewellery box, but all packaging was in the picture and it was not my packaging. I think they had another damaged one, ordered my nice one, then took the photo of the damaged one to get a refund, and essentially get mine for free. EBay made no attempt to ask me for evidence or my say on the matter at all. That particular buyer had tried to barter me down with sob stories about not being able to afford the daughter’s birthday present. I was just so mad at the injustice of it all, being such an honest person myself, I found it really hurtful and took it personally. Selling that jewellery box had been a tough decision for me in the first place, about parting with it. I feel like I am losing my faith in good honest humanity and I am put off or at least very wary of selling on eBay. It made me sad. It sounds like eBay did not even ask you about it and your side of the story before even refunding the buyer. It makes my blood boil, but I do not know what any authorities would do in the matter. I just feel for you, it’s a horrible feeling when it happens

Sent using the GMX mail app

roger_roger_over_and_nowt

·7 months ago

Leaving a negative under a positive wasn't your best response.They can get it removed easily which would earn you a defect.

sml192

·7 months ago

Private Seller & HelperView listings

@axel5208 wrote:
Hi. Same thing has happened to me with a buyer saying I sent the wrong edition of a book so he was refunded (over £100) but now refuses to return the book. eBay's response has been abysmal as they, like Amazon bend over backwards to 'protect' buyers but do very little to help sellers in my experience. I've stopped selling on Amazon and now thing I will do the same on eBay as they treat sellers with absolute contempt. Should I consider involving the legal profession or the police as this surely constitutes fraud? Thoughts anyone? Cheer all.

Impossible to advise without more information.

Did the buyer open a return request on eBay or was it a payment dispute/chargeback with their payment provider?

What reason did they give and how did you respond?

Did eBay refund the buyer themselves or was the refund taken from your funds?

If it was a standard return request on eBay then you needed to accept the return and issue a prepaid return label. The buyer would not then have been refunded until the item was delivered back to you.

elemcca68

·1 month ago

I would go to citizens advice, the Ai chat box helps about whom to contact - yet I agree about protecting buyers not sellers

relaxdontdoit1

·10 months ago

Surely this is theft! Nobody has the right to give my item away! This is totally wrong!

fotherbale

·10 months ago

If you have been paid and ebay refund the buyer but still pay your money over to you, it isn't theft because you have sold the item and recieved payment for it.

It would only effectively be theft if the refund the buyer from your funds without your permission and let the buyer keep the item, which isn't supposed to happen. However, being ebay, it appears it can.

between_41

·1 year ago

This has also happened to me and I am fuming!!

i had a gut feeling the buyer was dodgy after offering £15 for a £35 item. I said no and negotiated £30z I packed the item really well and then she said it arrived damaged. Her photo showed the same item damaged but it was sat in packaging that was not mine. I think she already had a broken one and then bought mine and then used her original one to get a full refund. I a really mad because I let her have it for £5 cheaper too. EBay did not contact me and give me a choice. This system is really bad and there is not much to protect sellers on eBay anymore.

jckl1957

·1 year ago

If you sent it using Simple Delivery, then the refund was funded by Ebay and not you, so you were fully protected.

It has always been the case that dishonest buyers could make a purchase on Ebay to replace a broken item and then open a claim saying that the seller had sent a damaged item or it had been broken in the post.

Now, Ebay take the risk rather than the seller.

I would guess that Ebay will soon catch on if specific buyers receive an unrealistic number of 'damaged in transit' items and will, as they have always been able to do, withdraw the protection of the Money Back Guarantee from those buyers.

anne.craig

·1 year ago

I think your protection is dependant on the buyer clicking the right button - if they mark as damaged in transit (or however it is labelled), you will be covered. If they mark as not as described you will not. How would a buyer know which it is? They'll choose more or less randomly I reckon. Or could go for the malicious option if that's who they are or something about the transaction annoyed them (refusal of a lower offer, unrealistic delivery time expectations, p'd off about buyer fee, don't like the courier...). What sounded like a good "offer" with SD becomes a minefield if it's all in the buyer's gift.

between_41

·1 year ago

Thank you for your reply. I am losing my faith in human nature and just don’t like being deceived by someone so blatantly dishonest. Oh well I can’t do anything about it!

Sent using the GMX mail app

between_41

·1 year ago

Thank you for the reply. It is just very sad as I absolutely believe they are lying. It is not just the money it is the feeling of being deceived.

But I guess there is nothing I can do about it.

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department28

·1 year ago

'It is just very sad as I absolutely believe they are lying. It is not just the money it is the feeling of being deceived.'

Yes - even if eBay cover the refund, if the buyer is lying about the item being damaged, then they are getting a refund and keeping what is very likely a perfectly good item... 😠

Before Simple Delivery, the seller would have to do the refunding, but at least you could insist the buyer returns the item - which would put them to some trouble, and maybe make them think twice about trying this scam.

between_41

·1 year ago

Yes, but in this instance they would have returned the rubbish one to me anyway so they still would have got the nice one !

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tressygirl

·1 year ago

@between_41 wrote:

This has also happened to me and I am fuming!!

i had a gut feeling the buyer was dodgy after offering £15 for a £35 item. I said no and negotiated £30z I packed the item really well and then she said it arrived damaged. Her photo showed the same item damaged but it was sat in packaging that was not mine.

Odd that she would send you photos of the item in different packaging. You would have to ask why she had the necessity to source different packaging, when it would be easier just to photograph your broken item in the packaging and box it arrived in.

Maybe she purchased 2 of these items, and the item from the other seller , not packed as well as yours, was the one that arrived broken. Buyer claimed a refund , perhaps from the wrong seller? 🤔

@between_41

between_41

·1 year ago

Maybe….. although they felt dodgy from the start, I should have gone with my gut!!

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coyotetower

·1 year ago

Yeh this happened to me but not simple delivery. Said "the buyer is returning to you, if they havent returned by the 22nd ebay can step in"....next thing ebay have stepped in and i need to buy a label for them....i said nah refund. They refunded and kept all my fees. Tough luck they say when i did everything right. *bleep*.

anne.craig

·1 year ago

My husband sold an old camera about a month ago. The buyer complained it was damaged and asked for a return. Husband agreed and sent a label. Ebay then refunded the customer and told them to keep the camera. They took the money from his account. He immediately contacted eBay who insisted it was him who did the refund. The customer showed husband an email from eBay saying they had refunded and he could keep the item. Ebay said they didn't send that. He's been phoning about it off and on for 29 days - in yesterday's call they told him the case hadn't been decided yet but it would time out today! The customer initially said he was keeping the camera, then when told the refund had been taken from my husband they said they'd return it. Of course they didn't. Ebay were unable to explain how come husband had sent a label if he didn't want the camera back. He's currently out for both camera and payment of £140, eBay have consistently lied their way through every call. Never mind buyer beware, round these parts it's seller beware!

downsizingxs

·1 year ago

Out of interest what was the rough value of the item? Maybe eBay do it this way for items under a certain value?

9890sue

·1 year ago

I sold it for £15

Thanks

9890sue

·1 year ago

I have had the exact same thing happen to me today. Even though the message states you do not need to refund the buyer and they do not need to return the item!
It now looks like I have had the money taken from my balance. I am new to eBay could someone advise please?

Thank you

*vyolla*

·1 year ago

@9890sue wrote:

I have had the exact same thing happen to me today. Even though the message states you do not need to refund the buyer and they do not need to return the item!
It now looks like I have had the money taken from my balance. I am new to eBay could someone advise please?

Thank you

Did the buyer state that the item arrived damaged or that it wasn't as described?

9890sue

·1 year ago

Thank you for your reply

Buyer said it was damaged and sent photos to me. It wasn’t damaged when it left me so can only conclude that it got damaged in transit. I also made sure it was wrapped well in bubble wrap and inside a box.

lucy_farmer

·1 year ago

'Buyer said it was damaged and sent photos to me. It wasn’t damaged when it left me so can only conclude that it got damaged in transit.'

------------------------------------------------------------------------------------------------------------------

If this was sold under Simple Delivery, and the buyer chose the reason 'arrived damaged/damaged in the post' ebay *should* have refunded the buyer and left your payment alone.

This is how Simple Delivery is *supposed* to work, so why ebay seem to have taken the money back from you is a mystery...

What was the item? (I'm not being un-neccesarily nosy here, it may make a difference!)

department28

·1 year ago

'This is how Simple Delivery is *supposed* to work, so why ebay seem to have taken the money back from you is a mystery...'

I am not convinced that buyers who claim an item is 'damaged' should be automatically refunded by eBay, and allowed to keep the item, without the seller having any say in the matter.

But if eBay are meant to be doing the refunding, then it shouldn't be possible for a seller to find the refund has been taken from them, instead. Next thing, we'll be hearing about buyers that have received a refund from eBay, and a refund from the seller, and kept the item... 🙄

the_curious_cardigan

OP1 year ago

I’m not sure you can choose?

My buyer said the stains were worse than I said but I clearly photographed them and described them and graded the item as fair or whatever the lowest category is.

It opens up a loop hole for buyers to buy items that are flawed and then complain about them after knowing what they were getting. My thought is she just didn’t like the item to be honest. And now she has got to keep the item and been refunded!

cal_lywal

·1 year ago

I’ve experienced this today for the first time and have raised it with ebay. I messaged the seller to ask why they’d requested a refund and I’m pretty sure they’re lying and/or being unreasonable. So now in the hands of eBay. Is there an easy way to turn off this simple delivery thing?

vjbuystuff

·1 year ago

i have had a huge increase in refund requests of smaller items since simple delivery \ BPF started.

some of them ebay has said it will refund, and let the buyer keep.

i contest them all now as i now keep proof of condition BEFORE posting.

a good example was a buyer who bought several memory cards, then claimed they didnt work. i have proof of copying files on and then deleting files off the cards....

SD and BPF is a FRAUDSTERS paradise.

the_curious_cardigan

OP1 year ago

Interesting- it’s definitely likely to encourage people to abuse the system- but I wasn’t even given the chance to contest- eBay refunded without any notification to me first

department28

·1 year ago

Did you get to see the photo/s of the 'mark'?

This new system of eBay refunding and allowing the buyer to keep the item, means the seller now has no say as to whether they would prefer to have the item returned, or not.

'Marks' can be falsified, or may easily wash out. Why should the buyer get to keep it? The seller should be entitled to have the item returned and be able to relist, if they wish to.

the_curious_cardigan

OP1 year ago

Hi

Just to clarify a bit more- I stated there were light marks on the item but she said they were worse than I made out - but they were there.

I have called ebay this morning to clarify the situation and spoke to someone in customer services - they said it was done as a goodwill gesture on their part as the buyer and I are both 'valued customers'. It's never happened before to me and i doubt it will ever happen again!

edwardian-dreams

·1 year ago

If you put it as “fair” buyer didn’t really have a case imho

on vinted they wouldn’t have been refunded as item was as described or better than described …more in the good category

ib111

·10 months ago

Unfortunately dishonestly claiming a refund/return seems to be getting more common. I have had one and my son three return requests all fairly recently. While it sounds good that both parties don’t loose out (and either party may be correct and have a valid claim) at some point eBay will decide that someone is not as valued as they once were!!

fotherbale

·10 months ago

@ib111 wrote:
.....at some point eBay will decide that someone is not as valued as they once were!!

Probably everybody because, if making refunds in this way starts costing a lot of money (and it will because it is a very easily abused system) they will increase the BPF and other fees to recover the cost.

lucy_farmer

·1 year ago

'The seller should be entitled to have the item returned and be able to relist, if they wish to. '

----------------------------------------------------------------------------------------------------------------

Not if the seller has been paid for the item and has been able to keep the money. The item is no longer 'theirs'.

Once the buyer has bought it and the seller has the money it becomes the buyers.

Then, I imagine, once ebay have refunded the buyer and left the payment with the seller, it becomes ebay's item.

Ebay can then do what they want with it!

I can see this automatic refunding thing being somewhat open to abuse though ; especially when it becomes known to buyers that the seller won't get hurt if the buyer 'overplays' any signs of use on second hand item.

Ebay may end up paying out rather a lot...

department28

·1 year ago

'I can see this automatic refunding thing being somewhat open to abuse though ; especially when it becomes known to buyers that the seller won't get hurt if the buyer 'overplays' any signs of use on second hand item.

Ebay may end up paying out rather a lot...'

Yes. There are already enough ways for a buyer to abuse the returns system, without eBay coming up with another one.

If an item has been badly damaged in transit, it is unlikely that a seller would want it returned under those circumstances - if they were satisfied with the evidence. But for 'not as described' cases, which can cover a wide range of issues, I still think the seller should be the one to decide if the buyer gets to keep the item, or not.

thepillenwerfer

·1 year ago

I think that if a Buyer opens a return saying the item arrived damaged e-Bay will refund them under the terms of Simple Delivery. If they say it's not as described then you would have to refund them. Even if it is the latter you should have at least a token say in the matter.

As Papso22 says you'll have to see exactly what does happen but it's certainly concerning, not just for you but all of us.

lucy_farmer

·1 year ago

"This order was processed through simple delivery so we handled the return on your behalf".

What does that mean?!

-----------------------------------------------------------------------------------------------------------------

It means you get to keep the payment for the item (ebay won't take it away from you) and the buyer gets to keep the item.

I think......

the_curious_cardigan

OP1 year ago

Hmmm, thanks for the reply but i'm not so sure - it says in my payments that "A refund was initiated to the buyer from your eBay balance"

lucy_farmer

·1 year ago

'it says in my payments that "A refund was initiated to the buyer from your eBay balance" '

---------------------------------------------------------------------------------------------------------------

What? and you were given no choice about the return or not of your item 😲

Was the whole payment refunded or a part payment?

papso22

·1 year ago

I suspect that is an old message that has yet to be updated or overridden as a result of SD.

The SD one is more likely to be correct.

The time to worry is if it actually does come from your eBay balance.

the_curious_cardigan

OP1 year ago

Just to confirm - I have been refunded for the item purchase price and the buyer has also been refunded and has been allowed to keep the item.

edwardian-dreams

·1 year ago

That’s very generous of ebay

i wonder why they’ve paid you and refunded the buyer as well, it’s like they’ve purchased your item for the buyer, might be their birthday suppose

too much for my little head