topic Re: Buyer returns after a month in Member To Member Support

Buyer returns after a month

good24be — Mon, 13 Apr 2026 11:48:15 GMT

Hi everyone,

I’m a new seller on eBay and would really appreciate some advice from experienced sellers.

I recently sold a Botslab 4-channel dash cam system listed as “brand new (box opened).” The item was complete, unused, and in original condition at the time of sale.

After almost a month, the buyer has opened a return request under “doesn’t work or is defective,” mentioning WiFi connection issues.

My concerns:

The buyer did not contact me before opening the return
No clear evidence (video/photos) has been provided
This type of dash cam requires full installation (adhesive mounts, multiple cameras, wiring), so I’m worried it has already been installed and used
If adhesives are used or removed, and protective films taken off, the item can no longer be sold as new

As a new seller, I want to handle this properly and fairly.

My questions:

Should I accept the return straight away in this situation?
If the item comes back used (adhesives applied, scratches, missing stickers/accessories), can I deduct from the refund? If yes, how much is considered reasonable?
How do sellers protect themselves from buyers who install and use items, then return them as “faulty”?
Is it normal for buyers to open a return without messaging first?

I want to follow eBay policies correctly but also avoid losing money unfairly.

Any advice would be greatly appreciated. Thank you!

Re: Buyer returns after a month

tobiasd4 — Mon, 13 Apr 2026 12:39:53 GMT

Buyers have 30 days to open case, they don't have to contact you 1st.

If within the 30 days, issue returns label through case & refund in full on return.

Ebay never see the item, but if buyer opens item not described case, ebay believe them.

If just outside 30 days, still best to accept case or buyer may do a chargeback & it will cost you more.

Re: Buyer returns after a month

red_magpie — Mon, 13 Apr 2026 13:18:46 GMT

If it's the one you sold on 13th March then depending upon the delivery time the buyer probably has just a few days (30 days from date of delivery) in which to open an item not as described case under eBay's money back guarantee.

I'm afraid they're not required to give you prior notice or give you any further information. eBay will probably require a photo but cases are decided without eBay even seeing the item, and usually in the buyer's favour. As a private seller you can't make any reduction based on the condition in which it is returned.

You can theoretically appeal the case on return although the most likely outcome is that eBay will still support the buyer, and place a defect on your account. If you believe the buyer has abused eBay's money back guarantee you can report this to eBay.

The procedure is very much weighted in favour of the buyer.

Re: Buyer returns after a month

good24be — Mon, 13 Apr 2026 14:01:21 GMT

Thanks for the detailed explanation, that’s really helpful.

Just trying to understand this practically:

If the item is returned clearly used (for example adhesive mounts
applied/removed, protective films taken off, visible installation marks, or
missing consumables like stickers), how do sellers usually handle this?

Even as a private seller, is there any accepted way to reflect the reduced
resale value, or is it always expected to issue a full refund regardless of
condition?

I’m trying to understand what actually happens in real cases versus just
theory.

Thanks again for your help.

Re: Buyer returns after a month

john1297576 — Mon, 13 Apr 2026 15:03:00 GMT

Private sellers cannot refund less than full amount, only business sellers can make a deduction.

No doubt based on the fact that private sellers whatever condition of item, it is pre owned. Business sellers would generally be selling brand new items.

There is no difference between theory and practice as ebay rules are very rigid. If eBay allowed concessions to anyone, then the rules would be pointless.