return rules

[sasamen2012]

Hi to every one i recently sold a mobile phone as spares or repair (z flip fold )listed as not working with no return accepted , in the description i mentioned in the best way the problems and also metioned that the screen was not damaged as been used as normally and at some point just stopped to work . Someone asked to me the condition of the screen and i replyed both were ok then he bought it after i made also a discount and after few days he received it he opened a return request as item not as described and ebay automatically opened the return . In the first message the buyer told to me he took parts of his phone and my phone and put them together  but after that he rsaid my phone had hinges broken which wasn t true . I had the first chat with a customer servive and they agreed that the return request was opened under a false reason but i had to wait until i ebay could step before to close the return in my favour but the day was due with very disappoint ebay did accept the return and asked the buyer to return the item .I m sure he will return my phone with parts missing or not belong to it and all this looks like an autorized fraud. In 20 years i m a seller never happened something like that can you please advice if there is something i can do in this case where a fraud is clear and ebay is aware of that by the conversation with buyer ? Thank you

[tressygirl]

Once a case is opened it's all automated,  no human contact,  so no point challenging it at that point.  Pay for the tracked return postage, on return of your item refund through the case details,  then you can appeal the decision.

You'll need to prove the item was returned not in the same condition as sent out,  you can direct eBay to the messages sent, describing the phone has been taken apart and other parts added.  It's not easy to appeal but you have good grounds, and good proof here.

This explains the process:

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

@sasamen2012