Item 'doesn't match description' 30 days after great feedback and is now damaged

[jgpp63]

Hi, I sold a bag a month ago, the buyer was delighted with it and left great  feedback and comments 

'bag is in great condition, absolutely love it, thank you'.

I have now 30 days later received a refund request using 'doesn't match the description or photos' and the bag is now damaged and torn in the images the buyer has sent with the request. The item was perfect when dispatched and perfect when received by the buyer (shipped RM Special Delivery).

Where do I stand when a buyer is trying to return an item that has been damaged in their posession for a refund? They were very happy when they received it. 

I have been using ebay on and off for 22 yrs and this buyer has feedback of 2 . Maybe I should have been more picky with buyers

[tressygirl]

If only we all could pick out the buyers who may cause issues in the future, but not possible I'm afraid.

If 30 days have passed the item's last estimated date for delivery, a case may be opened but the buyer cannot escalate,  the case will just time out and close.

Be aware,  the buyer could still turn to their payment provider for help with a refund, so keep any messages to them,  polite not to rile them into that action.

@jgpp63 

[jgpp63]

Hi, thanks for the reply.

The buyer filed for return on day 30,  it'snow day 32 . The buyers feedback for the item shows the item was in great condition when she received but is now torn / damaged . Do I have to accept something back after it has been used for a month and damaged by the buyer ( this is easily proven) ?

Thanks in advance

[tressygirl]

If filed when still in time for MBG cover,  then as cases are all automated,  there's no human contact, so not worth challenging it at this point.

You have to accept the case within 3 days and send a pre paid tracking label to receive your item back.  Otherwise, once 3 full days pass the buyer can escalate, eBay will force the refund, you pay  seller fee, gain a defect and the seller may not have to post the item back.

You only refund when you receive the item back and have 48 hours to do so.

Then,  you can try and fight your corner to claim the buyer has abused the 30 day MBG returning an item not in the same condition as sent out.  I can't lie, it's not always easy to win appeals.

This explains how to appeal a case:

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

[jgpp63]

Thanks for the reply, I have spoken to ebay this morning (in Dublin I think) . They were helpful, said initialy I accept the return and then take it from there so that's where I'm at and I've sent a label to buyer. I know the item is now damaged, Ebay said the item may never return, may return in it's damaged state and even sometimes a different item is returned.

Does the buyer have a timeframe to send back once I've accepted return?

Thanks in advance

[tressygirl]

The buyer is sent an email to send the item back by a certain date, I believe they have 20 or 21 days to return said item.