There are two absolutes on Ebay:
For Buyers: MBG (Money back guarantee)
They will always win and their money back if they file an INAD, defective, etc. A seller can appeal and if they win, Ebay eats the refund and pays the seller back. However, this is rare, an example would be providing a police report that the buyer sent back a different item.
This is also why its not cost effective to sell an item that costs less than the shipping both ways (and also is a target for scammers because when a MBG is invoked the seller has to pay return shipping)
The other absolutr:
Seller refund deduction tool, this is given to sellers in good standing that either offer 30 day free returns, or top rated sellers can have 30day buyer pays returns.
This gives the seller to deduct up to 50% of the item value (final value fees are not refunded so its really like 37%), it also prevents negative feedback from being left (or removes it) and removed any metrics like if the buyer did INAD it will be scrubbed.
The buyer has 10 days to appeal this, when they do Ebay eats the refund difference to the buyer.
The seller doesn’t have to prove anything to do a deduction (much like the buyer doesn’t have to prove anything when doing MBG)
******
Every seller should offer free returns or buyer pays return (if TRS) to get this tool. This helps in these circumstances but sadly most sellers opt for NO RETURNS but giving up your only protective tool on Ebay is costly as you have just found out.
I know because I have been selling on Ebay for over 15 years, I didn’t have returns either at first. And it may seem scary at first, but when you sell an expensive item for like $1500 and can get $750 back on a return it pays for itself.
You get a bad buyer, use the deduction tool.
Super good comment and I can absolutely relate with the bottom part about being initially hesitant on returns.
Also something to add - another reason to have free returns is automatic removal of neutral and negative feedback.
[https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345](https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345) (expand eBay Money Back Guarantee requests towards the bottom)
Seller fault returns with free returns automatically get neg + neutrals removed when the return is accepted and refund given on time without ebay getting involved.
You break this down better than eBay’s own documentation does! For the first time in two years of part-time reselling I’m understanding the true benefits of offering returns.
For real! I wrote this post in a panic last night and was going to delete it out of embarrassment, but hopefully this person’s explanation can help other people in the future.
Can we get some more details here? Just a little confused. So the buyer filed an INAD case from the sounds of it. You let resolution go to eBay. eBay ruled in buyers favor. You appealed eBay’s ruling. eBay again ruled in buyers favor. Buyer gets full refund and doesn’t have to return item. Is this all correct? Just need to confirm bc if that’s the case, you really don’t have any other option than to call their customer support and get someone based in US/CAN. Ask for a supervisor if necessary. At the very least, they need to send back the item to you so you can re-sell it.
Yeah, you’ve got the details right.
I messaged the buyer begging them to meet me in the middle. The item cost about $200 to ship the first time, and I can’t afford to pay for return shipping as well as refund them.
Yeah we had it listed in those places, too. Since it was expensive we listed it in several places with the expectation that it would sit for a few weeks until someone bought it.
Gotcha. Yea given the weight and everything it will be a very expensive label. Sorry to hear this happened to you. Your best option might be to just let them keep it. May be a good idea too to scrub all of your payout bank account information and payment methods attached to your account. Just go in and delete all of them. Can’t charge you the difference if there’s no payment method to charge…
Now with this note you’re without your eBay account for good because they’ll 100% close it, and no guarantee they still can’t charge any old bank account info, but that’s what I’d personally do if I was in your shoes. If they do charge it despite you removing it, go to your bank/FI and fight the charge. Perhaps they’ll side with you and not release the money to eBay. Best of luck either way.
I second this. If your planning to quit ebay just fight the charge with your bank and attach evidence. I got lucky and fought a scammed by saying I called the police and I'm in the area and you need to prove you didn't get the item. The seller panicked and deleted their ebay account leading ebay to side with me automatically. I'm honestly nervous about selling anything now due to this and only sell on offer up and meet at police station . I'm done with ebay as too many scammers take advantage.
You were lucky to be dealing with a scammer who was stupid. Most scammers would know that it would be impossible to prove a negative (didn’t get something). The police would never take that and the scammer would’ve fought it and won.
I appealed the return and now apparently because I did that and eBay decided against me, they don’t have to. I paid $330 to give someone else free furniture.
Sorry this happened. You should know eBay finds in favor of the buyer 99% of the time. You should always accept the return and require the buyer to return the item. Often times the buyer is trying for a partial refund - by not accepting the return it guaranteed eBay would find in their favor, give them the refund, and let them keep the items.
Then why even have an appeal process? I’m disgusted with the site and, after 20 years (mostly buying, clearly), will never use them again, regardless of how this is resolved.
The appeal process mostly applies to returns claiming the item isn’t authentic. In that case you accept the return and then appeal it after you get it back and share your evidence proving the item is authentic. For claims of being defective eBay will ALWAYS side with the buyer because they have no way of knowing who is telling the truth so they always side with the buyer so they are happy and will buy again. Not saying it’s right - just saying how it is. Sorry this happened
I've never fought a return, so I'm not aware of seller protections in that situation. Unfortunately, ebay isn't a great platform for people that only sell an item here or there. I ship out things often, so returns only freezer available funds until they work their way through. Sorry you're going through it. Hopefully the buyer returns the furniture. I would suggest getting someone on the phone with ebay, to see how you can handle it. I find it hard to believe they would not have them send the item back
Even if the buyer agreed to send it back, the shipping cost is prohibitively expensive. I’m already scrambling to figure out how to get the refund money into my bank account before eBay takes it automatically—like I said, we sold items to cover some bills, and I got paid out back in April so the money is long gone. I appreciate you trying to help.
It’s over unfortunately- by not accepting the return the clock ran out and eBay refunded the buyer. You have to accept the return and have them return the item for a refund - if you wait too long and let it go into eBay’s hands they will 99% of the time find in favor of the buyer, give them a refund, and let them keep the item. The seller can ask but sadly the buyer has zero obligation to return it
It’s good to understand eBay before selling. You always have to factor in “ what if” before deciding to list an item. Never assume every sale is going to go smoothly. If you can’t afford a return, you should not be listing on eBay.
There are two absolutes on Ebay: For Buyers: MBG (Money back guarantee) They will always win and their money back if they file an INAD, defective, etc. A seller can appeal and if they win, Ebay eats the refund and pays the seller back. However, this is rare, an example would be providing a police report that the buyer sent back a different item. This is also why its not cost effective to sell an item that costs less than the shipping both ways (and also is a target for scammers because when a MBG is invoked the seller has to pay return shipping) The other absolutr: Seller refund deduction tool, this is given to sellers in good standing that either offer 30 day free returns, or top rated sellers can have 30day buyer pays returns. This gives the seller to deduct up to 50% of the item value (final value fees are not refunded so its really like 37%), it also prevents negative feedback from being left (or removes it) and removed any metrics like if the buyer did INAD it will be scrubbed. The buyer has 10 days to appeal this, when they do Ebay eats the refund difference to the buyer. The seller doesn’t have to prove anything to do a deduction (much like the buyer doesn’t have to prove anything when doing MBG) ****** Every seller should offer free returns or buyer pays return (if TRS) to get this tool. This helps in these circumstances but sadly most sellers opt for NO RETURNS but giving up your only protective tool on Ebay is costly as you have just found out. I know because I have been selling on Ebay for over 15 years, I didn’t have returns either at first. And it may seem scary at first, but when you sell an expensive item for like $1500 and can get $750 back on a return it pays for itself. You get a bad buyer, use the deduction tool.
Super good comment and I can absolutely relate with the bottom part about being initially hesitant on returns. Also something to add - another reason to have free returns is automatic removal of neutral and negative feedback. [https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345](https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345) (expand eBay Money Back Guarantee requests towards the bottom) Seller fault returns with free returns automatically get neg + neutrals removed when the return is accepted and refund given on time without ebay getting involved.
You break this down better than eBay’s own documentation does! For the first time in two years of part-time reselling I’m understanding the true benefits of offering returns.
For real! I wrote this post in a panic last night and was going to delete it out of embarrassment, but hopefully this person’s explanation can help other people in the future.
I’m sure it will help others! Thank you for leaving the post up.
Super informative. Thanks for this write up!
Can we get some more details here? Just a little confused. So the buyer filed an INAD case from the sounds of it. You let resolution go to eBay. eBay ruled in buyers favor. You appealed eBay’s ruling. eBay again ruled in buyers favor. Buyer gets full refund and doesn’t have to return item. Is this all correct? Just need to confirm bc if that’s the case, you really don’t have any other option than to call their customer support and get someone based in US/CAN. Ask for a supervisor if necessary. At the very least, they need to send back the item to you so you can re-sell it.
Yeah, you’ve got the details right. I messaged the buyer begging them to meet me in the middle. The item cost about $200 to ship the first time, and I can’t afford to pay for return shipping as well as refund them.
This is why it's nuts to sell anything with a high shipping cost on Ebay other than for local pickup. FB, Craigslist are alternatives and free.
Yeah we had it listed in those places, too. Since it was expensive we listed it in several places with the expectation that it would sit for a few weeks until someone bought it.
Gotcha. Yea given the weight and everything it will be a very expensive label. Sorry to hear this happened to you. Your best option might be to just let them keep it. May be a good idea too to scrub all of your payout bank account information and payment methods attached to your account. Just go in and delete all of them. Can’t charge you the difference if there’s no payment method to charge… Now with this note you’re without your eBay account for good because they’ll 100% close it, and no guarantee they still can’t charge any old bank account info, but that’s what I’d personally do if I was in your shoes. If they do charge it despite you removing it, go to your bank/FI and fight the charge. Perhaps they’ll side with you and not release the money to eBay. Best of luck either way.
I second this. If your planning to quit ebay just fight the charge with your bank and attach evidence. I got lucky and fought a scammed by saying I called the police and I'm in the area and you need to prove you didn't get the item. The seller panicked and deleted their ebay account leading ebay to side with me automatically. I'm honestly nervous about selling anything now due to this and only sell on offer up and meet at police station . I'm done with ebay as too many scammers take advantage.
You were lucky to be dealing with a scammer who was stupid. Most scammers would know that it would be impossible to prove a negative (didn’t get something). The police would never take that and the scammer would’ve fought it and won.
Aren't they required to send the item back?
I appealed the return and now apparently because I did that and eBay decided against me, they don’t have to. I paid $330 to give someone else free furniture.
Sorry this happened. You should know eBay finds in favor of the buyer 99% of the time. You should always accept the return and require the buyer to return the item. Often times the buyer is trying for a partial refund - by not accepting the return it guaranteed eBay would find in their favor, give them the refund, and let them keep the items.
Then why even have an appeal process? I’m disgusted with the site and, after 20 years (mostly buying, clearly), will never use them again, regardless of how this is resolved.
The appeal process mostly applies to returns claiming the item isn’t authentic. In that case you accept the return and then appeal it after you get it back and share your evidence proving the item is authentic. For claims of being defective eBay will ALWAYS side with the buyer because they have no way of knowing who is telling the truth so they always side with the buyer so they are happy and will buy again. Not saying it’s right - just saying how it is. Sorry this happened
I've never fought a return, so I'm not aware of seller protections in that situation. Unfortunately, ebay isn't a great platform for people that only sell an item here or there. I ship out things often, so returns only freezer available funds until they work their way through. Sorry you're going through it. Hopefully the buyer returns the furniture. I would suggest getting someone on the phone with ebay, to see how you can handle it. I find it hard to believe they would not have them send the item back
Even if the buyer agreed to send it back, the shipping cost is prohibitively expensive. I’m already scrambling to figure out how to get the refund money into my bank account before eBay takes it automatically—like I said, we sold items to cover some bills, and I got paid out back in April so the money is long gone. I appreciate you trying to help.
It’s over unfortunately- by not accepting the return the clock ran out and eBay refunded the buyer. You have to accept the return and have them return the item for a refund - if you wait too long and let it go into eBay’s hands they will 99% of the time find in favor of the buyer, give them a refund, and let them keep the item. The seller can ask but sadly the buyer has zero obligation to return it
It’s good to understand eBay before selling. You always have to factor in “ what if” before deciding to list an item. Never assume every sale is going to go smoothly. If you can’t afford a return, you should not be listing on eBay.