Appealing a case

[kaile-rud]

I have been told that I have to refund a buyer for something that wasn't as I described. Which I sold brand new with tags no problems at all but buyer has said the item is extremely damaged now eBay has closed the case saying I have to give a refund I rang to appeal this case as these details from buyer are not true but has been told I have to accept return and the refund?

[red_magpie · Accepted solution]

these details from buyer are not true

They may not be true, but eBay takes the buyer's word against the seller's.

You may not realise it, but you agreed to this in the user agreement. EBay's money back guarantee policy page does state that unless they are "able to determine that an item is as described" they will support the buyer. But eBay never sees the item and doesn't require any evidence, so if the buyer says it's damaged that's good enough for eBay.

By the time you get it back - if you're willing to pay the return postage - it probably will be damaged. If the buyer has damaged it themselves, or even switched for another one and kept the one you sent them - eBay probably won't take your word for that either. We receive regular questions about this.

Every sale today is a gamble whether the buyer will abuse eBay's money back guarantee.