Return dispute

[lynnef21]

Hi,

I sold a set of hair straighteners back in December. 2 weeks later I got a message from eBay to say they stepped in for a return. The buyer didn’t contact me and went straight to them. The buyer is saying they are faulty when I know that isn’t the case. They also didn’t ask for a return postage label and went for a more expensive option. Is there anything I can do or just have to except it? Thanks

[tressygirl]

Looks like 30 day have passed the item's last estimated date for delivery, so a buyer can open a case for item not as described with eBay,  but they will not be able to escalate it. 

Take a look at the case details see if there's an option for you to close it now,  if not,  it will just time out and close,  if those 30 days have lapsed.

Your buyer may turn to their payment provider, and then it's up to them, to decide if an electrical item used for over a month and now deemed faulty,  is worthy of a refund.

@lynnef21 

[papso22]

What do you mean 'they went for a more expensive option'?

Can you also confirm whether they met the 30 day deadline for opening a case?

[lynnef21]

They have returned via Royal Mail but originally I used Evri. I received an
email from eBay to say they have charged me for the returns label. It’s
annoying because it feels like the seller has no control over it, eBay
accepted the return without me having any say in it. The item was purchased
on 6/12/24 and the buyer started the return 2 weeks later. Really just puts
me off selling anything.

[buffster1963]

You get no say in a not as described return, the buyer is entitled to return a faulty item. Returns labels are always Royal Mail, the buyer did not choose it. Once you get the item back you need to refund within three days. 

[rjwilmsi · Accepted solution]

In short:  no, there's little you can do.

In longer: eBay give buyers the benefit of the doubt for "not as described" returns, so all sellers have to accept such returns. Remember that the item could have been damaged in the post even if it left you working. You cannot prove to eBay (who don't have the item in their hands at any point) that the item wasn't damaged in the post. You cannot prove that the item didn't develop a fault shortly after buyer started using it.

eBay provide Tracked 48 labels as standard for returns. At a cost of £3.35 that is reasonable given it's flat rate for whole of UK and has £150 insurance, even if for certain items (mainland UK, value under £20, not on Evri excluded from cover list) Evri would be 50p cheaper or so.

All  you can do now is issue the refund to the buyer. Then if the item is still working fine contact eBay to report that the buyer has abused the eBay return process, and request that eBay refund you the return label cost. They may or may not agree to do so.

These rules are not really specific to eBay, all online platforms such as Amazon etc. have similar rules for returns.

If you are unwilling/unable to handle any such returns in future then I would recommend you don't sell online, find another place to sell items e.g. in person for cash.

[lynnef21]

Thank you, I didn’t realise this was the case with returns. I’m don’t sell a lot and this has really put me off.