topic Help with buyer in Seller Central

Help with buyer

thecinnamoncat — Sat, 23 May 2026 06:14:57 GMT

Hi everyone,

I need some help with a buyer.

They bought an item of mine then asked me to expedite shipping etc - no problem with that I did.

now they have requested a refund because they have misread something and said they just didn’t like it.

I can’t attach the photos from my - I’m new so don’t really know what to do in this situation if I read the eBay message I don’t have to return it says I can just close the return ? Or will they just over rule and negative strike me?

if they have opened the box or damaged it etc then I’m not getting back what I sold.

Re: Help with buyer

selective_distribution — Sat, 23 May 2026 07:56:34 GMT

Buyers asking to speed up or send first class postage is always a `Red Flag`, that indicates that things are not going to go well. I used to accommodate these requests, but have now learnt my lesson. Do NOT refund until you have the item back! Just ask your buyer to open a return with eBay, and they will receive a return postage label. When you have the item back you can check that it is the same as the one you sent, and check for damage. If all is OK then you can refund and relist. ......and add the buyer to your banned list! You will not get a negative strike.

Re: Help with buyer

tommystrezures — Sat, 23 May 2026 08:25:01 GMT

Make sure the buyer opens the correct request - its a remourse return from what you say in your message eg they mis read something and don't like it. - That means they pay postage, not you. If they open any other case eg item not described I would contact customer services so they can see the message from the buyer and hopefully they will correct the type of case.

Re: Help with buyer

jonatjonatjonat — Sat, 23 May 2026 09:18:56 GMT

Given you are a private seller, have they actually opened a return request?

if it’s a return reason such as did not fit or other remorse return reasons then you can reject the return.

however if it’s something like item not as described then advice will change.

Re: Help with buyer

jonatjonatjonat — Sat, 23 May 2026 09:24:21 GMT

Note as you are new. You are selling your star citizen packs incorrectly.

they are digitally delivered goods and you are charging postage on it. It’s a risk to you as the buyer could turn around and say they didn’t receive the item, given you’ll have nothing to post.

you need to review eBay’s policy on digitally delivered goods.

Re: Help with buyer

tommystrezures — Sat, 23 May 2026 09:29:23 GMT

Well spotted @jonatjonatjonat

They also need to be in the following category and not under video games;

Electronically delivered goods must be listed in the Everything Else > Information Products category using the classified ad format.

Re: Help with buyer

*vyolla* — Sat, 23 May 2026 14:55:29 GMT

@thecinnamoncat

If your buyer has opened an eBay return and selected the reason as 'don't like it' then you can decline the return, you don't have to accept it.

You'll need to come back and clarify the situation a bit more clearly to us.

Re: Help with buyer

thecinnamoncat — Thu, 28 May 2026 05:50:17 GMT

Thanks all,

I accepted the request for a return as they said the box was perfect still.

Then the following day they cancelled the return case closed and I received the money.

strange!

Re: Help with buyer

tressygirl — Thu, 28 May 2026 06:13:54 GMT

@thecinnamoncat wrote:

Thanks all,

I accepted the request for a return as they said the box was perfect still.

Then the following day they cancelled the return case closed and I received the money.

strange!

They changed their mind about the return and a refund, and decided to keep the item, so they closed the case, it does happen, and worked out well for you.

Please heed to the advice given above, re listing electronic goods.

@thecinnamoncat

Re: Help with buyer

fribblecollectables — Thu, 28 May 2026 11:14:47 GMT

I unintentionally clicked onto your listings instead of the original poster.

Your items you got from the closure of the Swales record shop will likely need to be transferred to what eBay call a 'Business' account.

This is what you can use if you buy items with the intention of reselling.

Any stuff of your own that you are getting rid of can stay on your private account.

It just stops any potential future issues. You don't want to wake up one morning with loads of listings suspended.

Business seller policy | eBay

Hope this helps.