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Return Refusal option does not appear
I’m a seller who recently sold some items, and in the listing text it was clearly described what the working condition of the items was
After receiving the goods, the buyer disputes some parts as being faulty (I repeat, clearly described in the listing) and asks to return them
The screen that comes up only offers me the options to accept the return/issue a refund/send a message, but nowhere can I find the option 'refuse return' that is indicated everywhere in eBay's HELP pages, and I can’t find any way to contact eBay to explain the situation
what can I do ?
7 comments
marioelegio
Mentore2 years agoIf you’re referring to the 4 cameras sold as used (An item that has been used. An item with some signs of wear due to use but in good working condition. This item may have been used as a display model in the store or bought and then returned. See the seller’s listing for more details and the description of any imperfections). In the description of the two Samsung cameras, only the battery compartment defect was specified; otherwise, you state that they are fully functional.
Now, if the buyer disputes any other defect, even in just one of the 4, it’s obvious that eBay will side with him. Based on your description, the entire lot becomes non-compliant
You will therefore have to accept the return, as advised by Sika, and provide a prepaid label so you can get the goods back (the return is legally at your expense). When you receive the goods, you will immediately issue the refund.
bye
mario
simon_carson
OP2 years agohi Mario,
thanks for your explanation, everything is clear, except that the buyer is disputing that on 2 cameras (Samsung) the door is defective and this issue was clearly mentioned in the listing text
Also, precisely because of this issue, the buyer had contacted me and I sent him additional photos/videos in which the problem was visible, but now he is disputing it
I don't find this behavior fair and I consider it a mistake (or second thoughts) on his part
cizeta1964
Mentore2 years agoThe "return refusal" option doesn't exist if the buyer opens a dispute for an item that doesn't match.
simon_carson
OP2 years agohi cizeta1964,
the return was requested with the reason 'defective' not non-compliant, moreover the defects he mentioned were clearly indicated in the sales listing
cizeta1964
Mentore2 years agoBut eBay simplifies it with the wording "not as described," and if you refuse the return eBay will refund the buyer with your money and may even keep the item
sika700
Mentore2 years agoIt's the same thing... eBay works like this, if you don't do anything among the options it suggests, you risk losing money and the item... so it's up to you whether to dig your heels in or do everything possible to minimize the damage.
Have a good evening.
simon_carson
OP2 years agolet's say I don't have much to insist about 🙂
the only options I have available are accept return/issue refund/send message
as you can see, at best I don't get anywhere, but no one considers that the mistake was made by the buyer when purchasing goods that had clearly indicated defects ... I find that absolutely unfair