topic Re: Buyer requesting a full refund without return? in Seller Central

Buyer requesting a full refund without return?

welshjester — Fri, 06 Mar 2026 12:31:16 GMT

I sold an electric scooter recently, I received messages & photos from the buyer stating that it wouldn't charge. I sent him some info that I found online for him to try to get it charging, what happened most likely is that it wouldn't charge because the battery had been depleted for a while, it was completely unused and sitting in a box for some years so it makes sense.

After sending him the info of things he can try, I also stated he can request a return through eBay if needed.

Days later I received a dispute stating:

"Your buyer filed a payment dispute for an order placed on 17 Feb, 2026. This means that they disputed a charge directly with their payment institution. They are requesting *removed* back, and the reason for this dispute is that the buyer had an issue with the transaction"

So, what now? He's attempting a full refund and wanting to keep the item as well? How do I know he didn't get it working? And literally nothing is stopping him from buying a cheap replacement battery, getting the thing working, and then getting over £100 for free basically on top of it.

How is this allowed? And what do I do from here? Surely the buyer has to return the item first?

Re: Buyer requesting a full refund without return?

style_wise — Fri, 06 Mar 2026 12:37:44 GMT

Yes, it's not ideal that they've gone straight for this option, instead of opening a normal return case. eBay handles Chargeback requests for you. All you can do is wait and see.

Re: Buyer requesting a full refund without return?

papso22 — Fri, 06 Mar 2026 12:37:56 GMT

Payment disputes where the buyer claims 'not as described' are impossible for sellers to win and they don't usually get the item back.

These are huge risks for sellers and ebay washes their hands of them.

Re: Buyer requesting a full refund without return?

welshjester — Fri, 06 Mar 2026 13:11:52 GMT

If I ignore it will I get a mark against my account? I'm not sure of the best way to handle it. It should be a requirement that they return the item first before getting a refund if they don't want it.

Re: Buyer requesting a full refund without return?

sml192 — Fri, 06 Mar 2026 13:20:26 GMT

'Item not as described' payment disputes/chargebacks are extremely difficult to defend and whilst you can ask eBay to try and get the item back for you it isn't an actual requirement for the refund. Payment disputes are actually against eBay and the final decision is made by the buyer's payment provider not eBay. Ebay does offer some protection against payment disputes in certain circumstances but for an 'Item not as described' that only really applies when an eBay Money Back Guarantee case has already been attempted and closed in your favour. If you decide to try and challenge the payment dispute and it fails then you will also have to pay the dispute fee in addition to the refund.

Handl8ng payment disputes:

https://www.ebay.co.uk/help/selling/getting-paid/handling-payment-disputes?id=4799&from=EBAY_AI&origin=EBAY_AI

Seller protections for payment disputes:

https://www.ebay.co.uk/help/policies/selling-policies/payment-dispute-seller-protections?id=5293

Re: Buyer requesting a full refund without return?

sml192 — Fri, 06 Mar 2026 13:35:49 GMT

@welshjester wrote:
If I ignore it will I get a mark against my account? I'm not sure of the best way to handle it. It should be a requirement that they return the item first before getting a refund if they don't want it.

Ignoring it is really not an option. You need to either agree to the refund or challenge it otherwise the refund will still be taken from you anyway and it will count against you. Please read the information that I have linked to in my precious post and then come back if you have any further questions.

Re: Buyer requesting a full refund without return?

welshjester — Fri, 06 Mar 2026 13:56:47 GMT

Thanks.

Wow so they can literally choose not to return an item and get still get a full refund. My only way to request a return is to challenge the dispute which I'll most likely lose because they usually favour the buyer? Ridiculous.. I mean I only have photos of the boxed item, so I'm probably not going to get anywhere by challenging it.

Well this really puts me off selling anything on eBay to be honest, though for me I think this is the first time it has happened. I have until the 10th to respond to the dispute. Looks like I've lost the item which can probably be easily be sorted with a cheap battery and thrown away over £100 on top of it. Might as well have just thrown my money out the window.

Re: Buyer requesting a full refund without return?

missdollydaydream — Fri, 06 Mar 2026 16:19:13 GMT

I had a similar problem a few years ago. I challenged the chargeback explaining that the buyer had not followed eBay procedures and that I would be happy to refund and pay for return postage on receipt of the item back. I heard no more.

Re: Buyer requesting a full refund without return?

welshjester — Fri, 06 Mar 2026 17:32:49 GMT

I could do that but they want photos and everything, I only have photos of the boxed item.
Would you recommend I challenge it? Because I'm not sure what to do.

Re: Buyer requesting a full refund without return?

arkwebus — Fri, 06 Mar 2026 17:40:38 GMT

Perhaps if you had said "I will refund in full if you open an eBay case" they would have understood the correct procedure.

When contacted by the bank make it clear that eBay provides a system which they did not use and that you are perfectly prepared to refund on return and will pay shipping costs in advance.

Please update this post when there is a final outcome

@welshjester

Re: Buyer requesting a full refund without return?

ladylucindalimptit — Fri, 06 Mar 2026 17:45:29 GMT

I would challenge it. Use the photos and description you used to list it on eBay. The buyer may have a record of trying it on before. Have you looked at their feedback left for others? There may be some clues as to their honesty in those feedbacks and replies? I would make it as hard as I can. What do you have to lose?

Re: Buyer requesting a full refund without return?

jckl1957 — Fri, 06 Mar 2026 17:51:42 GMT

I don't think challenging it will help.

You have no evidence that the item you sold was in working order and the decision is made by the buyer's payment institution.

In your position, I would contact the buyer, tell them that you have accepted the payment dispute and will process their refund, and ask them to return the scooter to you. You will have to facilitate the return by providing the buyer with a label or arranging a courier collection.

Re: Buyer requesting a full refund without return?

lucy_farmer — Fri, 06 Mar 2026 17:53:14 GMT

'I could do that but they want photos and everything, I only have photos of the boxed item.'

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Even if you had photos of the item out of the box, it'd be difficult to measure the charging capability of a battery from a photograph...

Re: Buyer requesting a full refund without return?

welshjester — Fri, 06 Mar 2026 18:48:42 GMT

They've left 1 neutral feedback in the last month for somebody else saying "Item didn't work" whatever that was for. Otherwise I can't see anything else.

Re: Buyer requesting a full refund without return?

welshjester — Fri, 06 Mar 2026 18:50:50 GMT

So accept the dispute first and then ask? Given that it's not a requirement for them to send the item back they can just choose to ignore my message.

Re: Buyer requesting a full refund without return?

jckl1957 — Fri, 06 Mar 2026 19:40:02 GMT

They can.

However, nobody else is going to ask the buyer to return the scooter and you really have nothing to lose.

Re: Buyer requesting a full refund without return?

welshjester — Sat, 07 Mar 2026 14:20:35 GMT

I messaged him last night asking if he could close the dispute and open a returns case through eBay, I received one back shortly after saying he got it working that day by following one of the videos I had sent in a link.

The dispute is still open, so I don't know if he's able to cancel it on his end, I've asked, waiting to see what happens. But at least I have that message showing him saying that he got it working.

Re: Buyer requesting a full refund without return?

welshjester — Sat, 07 Mar 2026 16:40:33 GMT

He says he never opened a dispute, he's also already left positive feedback.

What do I do from here? Do I challenge it or does he need to do something on his end?

Re: Buyer requesting a full refund without return?

missdollydaydream — Sat, 07 Mar 2026 17:58:59 GMT

Looks like you called his bluff. Don't do anything unless you hear from eBay or his bank/funder. Don't communicate further except through any dispute raised. Oh, and add him to your blocked bidder list.

Re: Buyer requesting a full refund without return?

papso22 — Sat, 07 Mar 2026 18:08:01 GMT

Clearly he has opened a dispute, and unless he cancels it, or the payment funding source accepts the messages as proof that continuing the dispute is fraudulent, you are still on the hook for a refund.