returns

trbr-49 — Sat, 14 Mar 2026 18:38:21 GMT

hello everyone,

I have found myself in a situation regarding a buyer . They purchased a gtech vacuum which they claimed they never received , proof of postage just showed their front door in the closed position so i naturally thought the item could have been stolen , as they had opened a case I started to make a claim from Royal Mail and I messaged the buyer 3 times to get some answers but they never answered me , anyway I ended up asking Ebay to step in and they found in my favour , good news !

then surprised I get a return request from the same buyer for the Vacuum that had apparently been stolen claiming it had a missing part ( it was missing the battery which was in the heading and description) and they said it did not mention this , so i contacted Ebay and was basically told to accept the return .

on principle I dont want to , they have tried committing fraud in making false claims of no parcel and then misuse the returns process and it feels like Ebay side with them .

any suggestions ?

Re: returns

tressygirl — Sun, 15 Mar 2026 07:29:38 GMT

If they open that case for item not received, you will have to accept it within 3 days and provide that return tracked postage for the return of the item. You do not refund until the item is back with you, and do so within 48 hours.

Stick within those timelines and your seller performance is not affected.

Not accepting the case the buyer can escalate on day 4, eBay force the refund and you'll get a damaging defect on your account.

If eBay step in and refund the buyer you can appeal the decision for the refund, as explained here......

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@trbr-49

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returns

Re: returns