refund

[annikwadw]

Subject: Refund Request – Item Not Returned

Hi eBay Team,

I’m writing regarding an item I sold—a set of oil filters. The buyer has claimed that the item doesn’t match the description and is requesting a refund, even though the item has not been returned to me.

The listing clearly stated no returns or refunds, and I provided a detailed description of the item. The buyer received the item and only contacted me days later, saying it doesn’t match the description, without clearly explaining what the issue is.

I’ve called eBay support several times and was informed that the case would be put on hold while it’s being reviewed. However, I haven’t received any updates.

I’m happy to issue a refund once the item is returned and in my possession, but I believe it’s only fair to wait until then.

Could you please advise on the current status of the case and what steps I should take next?

Thank you for your support.

Best regards,
Henry

[*vyolla*]

You need to accept that return and issue a pre-paid returns label via the case, else your buyer will end up with a refund and the item.

There's absolutely no point refusing it, you'll receive a damaging defect against your account if your buyer asks eBay to step in, which they can do after 3 business days.

[john1297576]

No returns does not cover for a not as described case, and if that is what buyer opened, then not providing a return label, puts you at risk of forced refund, no return and a defect on your selling account. Possible also negative feedback.

[jckl1957]

You need to provide a label so the buyer can return your item.

If you don't, the most likely outcome is that the buyer will ask Ebay to step in and Ebay will refund the buyer from your funds without needing them to return the item.

So, go back to the case and provide a label.

How to start resolving a return request

Open your Returns dashboard and select View return details from beside the case.

You'll be able to see the buyer's reason for requesting the return, the date you need to respond by, and any additional comments or photos provided by the buyer.

Check buyer returns