Seller requested to return item

[emlouise123]

Iv e sold an item and all the photos showed exactly how the item was and it was new and all in the box. Only opened the box to check everything before selling

now the buyer has sent me photos of the item scratched and wants a return but it was not like this when I sold it

whis to say he hasn’t swapped it for another item and trying to return the damaged item ?

I don’t know what to do

[jckl1957]

If the buyer has opened a case, you should accept the return and provide a label.

If the buyer returns a different item, come back to the forum to ask for further advice before you refund.

[emlouise123]

But I didn’t sent it with scratches. I’ve asked for a video showing the serial number of the item and then the scratches so I can see but he says no as videos aren’t allowed on eBay?

[jckl1957]

They won't be able to send a video through Ebay messages.

Has the buyer opened a return case through Ebay?

If they have, and you don't provide a label within 3 days the buyer can ask Ebay to step in.  If that happens, Ebay will refund the buyer from your money and tell them to keep the item.

[emlouise123]

If eBay refund  the seller, would I be charged too and be out of pocket?

I don’t understand how this is helping a seller who has done nothing wrong 

[papso22]

Right or wrong doesn't come into it at this stage.

As already advised, issue a label, and if you get a different item back, come back for more advice.

Sellers have very few rights on ebay when it comes to buyers using the money back guarantee.  You may well end up out of pocket.

[jckl1957]

Ebay will refund the buyer but they will take the payment from you.

It is better, at this stage, to accept the return otherwise Ebay will take control, give the buyer their money back and tell them they don't need to send the item back.

It was an expensive item - if you do nothing at this stage, you will have no money and no item.

That is how the Money Back Guarantee works.