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Responding to a case when the item doesn't match the listing description
Important: If you sell on eBay.co.uk or eBay.de, cases from these buyers may have different timelines. Learn more about responding to cases on international eBay websites.
Issue a refund
Buyers are expected to return an item if they want a refund. We'll ask the buyer to ship the item to you—with tracking information—within 7 days. We require buyers to pay the cost of return shipping, unless you and the buyer have come to a different agreement. In unusual circumstances, we may pay the cost of return shipping.
You should issue a refund through the eBay Resolution Center within 3 business days of receiving a returned item. If the buyer didn't pay with PayPal, it's important that you refund the buyer using the same payment method used to buy the item. This prevents buyers from getting 2 refunds—one from you and one from the credit card company.
Once the case has been resolved, you'll receive a final value fee credit.
Issue a partial refund
A partial refund allows the buyer to keep the item, and helps you avoid having to issue a full refund or ship a new item.
For example, if a buyer bought a new camera, and it arrived with scratches, the buyer might be generally happy with the item but want to return it for a new item without scratches. You might offer a partial refund to the buyer to make up for the scratches.
You and the buyer can communicate through the Resolution Center to agree on an acceptable amount for a partial refund. The buyer can accept your offer for a partial refund, request a different amount, or suggest a different solution. You can refund the buyer in the Resolution Center.
Provide documentation that the item was properly described
If you can show that an item was properly described, the case can be closed. Here are examples of descriptions that match the item:
Offer another solution
You can always offer another solution to the buyer. It's important that you and the buyer try to come to an agreement, and the buyer is happy with the outcome. Please contact the buyer through the Resolution Center, so there's a record of communications and we know the status of the case.
More about refunds
Once a case is opened, funds in your PayPal account (related only to that sale) may be put on hold. When the buyer is satisfied, or we find in your favor, the funds are again available for you to use.
If you've agreed to issue a refund for an item, you must do so in the Resolution Center within 3 business days. If the buyer doesn't receive the refund within 3 business days, the buyer can ask us to help. If you agreed to refund a buyer and haven't, we will refund the buyer:
If you don't reply to a case by the deadline, or you and the buyer can't reach an agreement, the buyer may escalate the case. We'll review the case and come to a final decision. If we find in favor of the buyer, we'll refund the buyer directly and recover the amount of the refund from you using one of the methods described above.
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