What to do if a Return Request Case is Opened on eBay

Reselling

Jan 22

eBay is a wonderful platform that reaches a vast market of customers. Over the years, eBay has implemented policies that protect those customers; sometimes at the expense of the sellers.

What to do if a return request case is opened against you on eBay?

Let’s use an example to illustrate.

You photograph a pair of vintage boots and upload the listing to eBay. You include 12 photos, multiple measurements, and a size estimation as the boots do not have a size tag. You’ve selected “no returns or exchanges” and added it to the listing.

Someone buys the boots and off they go.

The buyer messages you to say “thanks but they don’t fit”.

You may be thinking “now what.”

First: you respond to the original message

In this case, I would say something like “thank you for the note and glad they arrived safely. the size was estimated and disclosed multiple times in the description”

The buyer may respond back with reasons they believe the size was falsely advertised and they would like to return, so they open a “return request”.

When a buyer opens a return request, they can choose from a variety of reasons.

If they choose the option of “the item did not fit” or something similar, then you can deny the request and close it.

If they choose the option of “the item did not match the photos and description” then be aware that you cannot close the return the request as the seller.

In this case, you have four options:

Accept the return and allow the buyer to ship the item back to you
Give a full refund and allow the buyer to keep the item
Give a partial refund and allow the buyer to keep the item
Respond to the buyer with a message

In most cases, I will respond reiterating my case and adding photos where applicable.

The buyer can escalate the return request after a few days by asking eBay to step in and make a judgement.

In most cases, eBay will side with the buyer and request they return the item for a full refund.

As a seller, I don’t love this about eBay, but I want to be clear that these rarely happen. While it will happen from time to time, it is just the cost of doing business on eBay.

At this point, you will be out the original shipping fee plus the return shipping fee.

Once the item is returned to you, eBay will refund the buyer. There is nothing more for you to do.

I recommend relisting the item and changing the price to cover the fees lost in the transaction.

Don’t get discouraged if a case is opened, but do know your options so you can plan accordingly.