Question regarding buyer changing a remorse return to NAD and seller liability for return postage I’d be interested to hear if anyone has experienced a similar situation with an international eBay order. I recently sent an order to a buyer in Germany. The buyer opened a return stating that the sunglasses did not fit, which I understood to be a remorse return, so I accepted the return and provided the required return information. Shortly afterwards, the buyer messaged me asking for a free return label. I politely explained that although we offered free postage on the original order (and also covered the €3 import tax), we do not offer or advertise free returns. The buyer then responded claiming that the cleaning cloth supplied with the sunglasses was missing. They said that, after contacting eBay Customer Services, they had been advised that I was liable for providing a prepaid return label because the goods allegedly differed from the listing — effectively making it a Not As Described (NAD) return. I fully understand how NAD returns work, but I know with certainty that the cleaning cloth was included with the sunglasses when the order was dispatched and I am convinced the buyer is "playing the game". My concern is that the buyer originally opened the return as a change-of-mind/fit issue and is now attempting to change the reason in order to obtain a free return. At the moment, the return case still shows that I have accepted the return and provided the return information. The buyer has approximately two weeks to mark the item as dispatched, after which eBay should close the return if they haven't sent it back. I’m currently leaning towards not responding further to the buyer and simply seeing how the return plays out, rather than getting into an argument over whether the cloth was included. My main question is: has anyone experienced a buyer opening a return as a remorse/change-of-mind return and subsequently being allowed by eBay to change the reason to NAD, making the seller liable for providing a prepaid return label? The item sale was around £75 so drawing a line under it and letting the buyer keep the item with a refund is out of the question. I appreciate that the buyer could potentially initiate a chargeback, which would obviously be a separate issue, but I’m specifically interested in how eBay handles the return reason itself. Also, if I do ultimately have to provide a prepaid return label to Germany, does anyone have any suggestions for obtaining a cost-effective label for a small package weighing around 250g? Thanks in advance for any advice or experiences.
