An incomprehensible sentence | Selling on eBay

Anonymous User · 2025-08-20T03:24:53.209000Z

Dear friends,Today I encountered a case in which a buyer intentionally refused to return the package and filed a dispute with eBay, and eBay sided with the buyer. Here are the details:The buyer purchased a fuel pump. We, as sellers, shipped it within 24 hours, but the package showed a tracking error due to a problem with DHL’s courier service. When the buyer noticed the error in the package tracking, he contacted me: since he urgently needed the product, he said he would buy it locally and therefore refused the package. At that time, I promised that I would fully refund him once the package was returned. However, according to DHL’s logistics information, the buyer instead accepted the package, and it was not returned because of the refusal.After the package was accepted, I promptly sent the buyer a message: “If you do not want the product, you can request a return and send it back”. Initially, the buyer requested a return with the reason: “I changed my mind”, which is his responsibility. Since it was his fault and the product’s return policy states that the buyer pays the return shipping costs, the system required the buyer to bear these costs. At this point, when the buyer saw that he had to pay the return shipping costs, he directly escalated the dispute and appealed to eBay: “Good morning, the seller is asking me to send back the part that arrived three days late. I had to buy another one because I had to repair the engine to go on vacation. As I said in the email, three days before it arrived I informed them that I no longer needed it. However, when it arrived I was not at home, and DHL left the package. How can I return it? Can you please help me?”. Subsequently, since the responsibility was the buyer’s, eBay ruled in favor of the seller.At this point, the buyer filed another dispute. From an email sent to me by eBay, I learned that he requested the return with the reason: “The product does not match the published description”. I was puzzled: is the buyer abusing the buyer protection policy? The reason for the second return is completely different from the first. According to the communications with the buyer and the reason for the first return, it is clear that the buyer does not want to pay the return shipping costs, so he abused buyer protection and appealed to eBay again under the pretext that “the product does not match the description” to avoid paying.Finally, since this is the Italian eBay site, eBay Italy issued a ruling in favor of the buyer (against me). However, I think the buyer is abusing the protection, so I filed a new appeal, but, to my confusion, the ruling was upheld and I lost.Dear forum friends, what should I do? Isn’t this the buyer’s responsibility? Isn’t it that the buyer does not want to return the package intentionally and therefore filed the dispute? I cannot understand eBay Italy’s decision. I hope you can help me!!!I would like to share the documents, but I can only send one photo. There are many points where you can see that the buyer is abusing buyer protection. Again, I hope you can help me!!!Best regards,europemat

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An incomprehensible sentence | Selling on eBay | eBay Italy