topic Re: eBay return request in Seller Central

eBay return request

astrorepair — Wed, 04 Mar 2026 10:02:11 GMT

Hi,

I recently sold an AM4 Motherboard on eBay. I tested it was working numerous times before shipping it out and ensured it was packaged properly. The buyer previously bought another motherboard off me several weeks ago and had no issues.

They received the motherboard yesterday at around 10am. Today I've logged in to see that a return request has been made for the recent board I sold.

I'm trying to find the reason for the request but can't find one. When I try view it, I get the following message:

"We took care of this return for you

You don't need to refund the buyer, and you will not receive the item back. Thanks for trusting Simple Delivery."

I looked in my inbox and see the following updates:

1st message:

"We appreciate you trying to work things out with the buyer. They've asked us to step in and help resolve their return request, so we're going to take a look at the details of their case and decide what the next steps should be.

You can expect an update from us within 48 hours. There's nothing you need to do right now but, if you have questions, you can contact us. Thanks for your understanding."

2nd message:

"We're contacting you about a return request your buyer opened for ASUS PRIME B550M-A WIFI AM4 AMD Motherboard. This order was processed through Simple Delivery, so we handled the return on your behalf.

You don't need to take any action and you won't be charged for this refund. We're contacting you about a return request your buyer opened for ASUS PRIME B550M-A WIFI AM4 AMD Motherboard.

This order was processed through Simple Delivery, so we handled the return on your behalf. You don't need to take any action and you won't be charged for this refund

If you have any questions, please reach out. We’re here to help."

Both these messages in my inbox were sent at the same time today (basically 30mins ago), so it was handled almost instantly. I can't find out why a return request was made.

I'm a new seller, so not sure what this means. Not sure why I wasn't given enough time to respond and why I can't seem to find the reason for the request.

Re: eBay return request

cjw99 — Wed, 04 Mar 2026 10:06:53 GMT

you should still be able to contact the buyer and send them a message from the order details page. maybe just send them a quick note asking what happened ?

Re: eBay return request

therenewalworkshopltd — Wed, 04 Mar 2026 10:25:36 GMT

As it was sent via simple delivery and they have refunded the customer, then there must have been some sort of issue with the delivery reported.

But at the end of the day, the customer has been refunded by Ebay and you get to keep the money.

So you really don't need to know exactly what happened, it's sorted.

Re: eBay return request

cjw99 — Wed, 04 Mar 2026 10:29:57 GMT

"So you really don't need to know exactly what happened, it's sorted."

I disagree with that, you need to know in case it was some issue with how you sent it, packaged it , etc., just so you can learn for next time.

Re: eBay return request

astrorepair — Wed, 04 Mar 2026 10:32:44 GMT

I've sent a message to the buyer to see what they say. I need to know if it's an issue with the board itself or the delivery (they damaged it, etc). It'll be useful to know. Not sure why it's not mentioned in the return request though.

Re: eBay return request

astrorepair — Wed, 04 Mar 2026 11:20:40 GMT

Well, they claimed the board had multiple damages. They said the PCIe slot was damaged, the RAM slots had stratches and the VRM heatsinks also had stratches. The stratches on the VRM heatsinks was visible in the listing images. I didn't notice the other damage, but after communicating with the buyer, they seemed to notice this damage in the images. Why did they buy it then?

I was more focused on ensuring the motherboard worked as I thought this would be the primary intent. They could view the images to see its cosmetic condition and if they didn't like what they see, they could just not buy it.

This buyer seems a bit rude and is now urging me to accept the return and send a returns label.

Do I need to do this? Ebay says it's resolved when I check the case details.

Re: eBay return request

cjw99 — Wed, 04 Mar 2026 11:37:51 GMT

if they're saying it's damaged, I'm really surprised the ebay simple delivery is saying they have refunded the buyer but no further action is taken.

What's to stop anyone buying something, reporting it as damaged to get a refund, and then keeping the item??

Re: eBay return request

astrorepair — Wed, 04 Mar 2026 11:47:22 GMT

I've gone into the Seller Hub > Orders > Requests and Disuputes" and status still says "Awaiting decision" so maybe that message was sent in error? Bit confused.

I hope I do get the board back if they refund the buyer. My mistake for not paying more attention to the cosmetic side of the board. I was more focused on having it work since I thought that'd be what most people would care about. I was wrong I guess.

Re: eBay return request

therenewalworkshopltd — Wed, 04 Mar 2026 11:54:22 GMT

If Ebay have already refunded, then why would you need the item back?

If the customer is willing to post it back at their expense, then let them if you want it back.
But there is no need to actually return it, as they have been refunded.

@cjw99 As a private seller, you would be unlikely to sell another motherboard, at least in the near future.
and frankly, it is easy enough to pack and send something safely.

If your not certain, then you do a drop test. An item should be packed well enough to be dropped from at least head height, without any issues.

Re: eBay return request

cjw99 — Wed, 04 Mar 2026 11:55:44 GMT

try doing the live chat with an agent , you'll get an AI at first which is hopeless but if you say "I want to speak to an agent" you'll get through to someone.

I did this earlier today, and then got an email saying...

We've reviewed your case and have decided to issue the buyer a refund of £4.79 without any impact to you.

This case is now closed. You aren't required to reimburse the buyer or eBay and this case will not be counted in your seller performance evaluation.

Re: eBay return request

astrorepair — Wed, 04 Mar 2026 12:05:24 GMT

I am not sure if they have the refund yet since they still asked me to accept the return and provide a returns label. The message I got earlier may have been automated and possibly sent in error. If I go the Seller Hub and look at the request there, it still says "Awaiting decision" so I don't think an actual decision has been made yet.

Re: eBay return request

therenewalworkshopltd — Wed, 04 Mar 2026 13:00:54 GMT

Ok, just how long ago did this happen?

It is beginning to sound to me, like the customer opened a return request for Not as described.

You have not responded to it and subsequently, the customer has escalated it to Ebay.

If they have asked you from the case, to provide a returns label and accept the return, then you must do this!
If you don't, then the customer will be refunded from your funds and you will not get the item back.

This will be why the case is "Awaiting decision". they are waiting for you to do something.

So, find the case, it should give you a link to the return, where it will give a reason for the return.
The customer MUST enter something here and a lot do this with pictures as well.

DON'T leave it!

Re: eBay return request

cjw99 — Wed, 04 Mar 2026 13:03:16 GMT

But in their original post, the seller said:

You don't need to take any action and you won't be charged for this refund. We're contacting you about a return request your buyer opened for ASUS PRIME B550M-A WIFI AM4 AMD Motherboard.

This order was processed through Simple Delivery, so we handled the return on your behalf. You don't need to take any action and you won't be charged for this refund

So they have already been told it's sorted and not to take any action.

I would still recommend to do the live chat thing as that usually sorts it out straight away

Re: eBay return request

astrorepair — Wed, 04 Mar 2026 13:21:18 GMT

Hi,

Several hours ago. The buyer did not directly get in touch with me for a full day. They went straight to opening a case.

Today at 9:31am, I received an email titled "We’re reviewing the buyer’s return" which basically just said they're looking into it and to wait up to 48 hours for a response.

At 9:33am, a 2nd email arrived titled "We have details about a return request". In this email, it said they took care of this return for me. They also said no action is required and I won't be charged for this refund.

The "accept the return and provide returns label" was sent via PM as I contacted them directly to find out what exactly was wrong. They haven't said this in the case details page.

In the Seller Hub, I see both the Case and Return ID. If I click "Case ID", it says the case is pending and to wait 48 hours. If I click on the Return ID, it goes to the "We took care of this return for you" page which basically says I don't need to refund the buyer and won't receive the item back.

So I am confused. Is the system just slow to update or was the 2nd email sent in error? I did not have any time to respond.

Re: eBay return request

astrorepair — Wed, 04 Mar 2026 13:40:16 GMT

How do you access Live Chat? I only seem to get an option for calling. I don't see any Live Chat option.

Re: eBay return request

cjw99 — Wed, 04 Mar 2026 13:43:10 GMT

Try going here

https://www.ebay.co.uk/help/contact_us?id=4116&st=10&initFrom=ContactUsView

should be a "chat with our automated assistant" link in the top left

Re: eBay return request

4_bathrooms — Wed, 04 Mar 2026 13:46:26 GMT

@astrorepair wrote:

The "accept the return and provide returns label" was sent via PM as I contacted them directly to find out what exactly was wrong. They haven't said this in the case details page.

You only need to pay attention to the case. There was actually no need to contact the buyer in the first place as eBay had already advised you they were refunding the buyer out of their own pocket. In short, eBay have taken responsibility for whatever happened and it is no longer your problem.

Re: eBay return request

astrorepair — Wed, 04 Mar 2026 13:47:07 GMT

Yea I went there, I tell the AI to connect me to a human and it just shows me a "Ask us to call you" link. No Live Chat unfortunately.

Re: eBay return request

therenewalworkshopltd — Wed, 04 Mar 2026 13:47:24 GMT

The thing is, the buyer is unable to escalate a return for several days. Can't remember exactly how many offhand.

They are simply not able to do so, until that point is reached, or you have not responded when first opened.

Go here to look at the returns https://www.ebay.co.uk/sh/ord/return

Be sure to change the filters, as it will be there, even if closed.

And then go here for the case https://www.ebay.co.uk/sh/resolutions

Again, it will be there, though you may need to change the filters.

You should also be able to get to these via the order itself.

But on them, you will find some information as to what has happened.

If the case is awaiting decision, then you have been sent an email asking you to do something. ie provide a return label.

Re: eBay return request

cjw99 — Wed, 04 Mar 2026 13:51:35 GMT

"The thing is, the buyer is unable to escalate a return for several days."

Not sure that's true, I had a buyer ask for a return for something (with reason "just didn't like it") hours after the tracking showed it had been delivered.

I refused that one.