Are returns accepted on false claims?

You will generally need to accept returns if the item received is different, damaged, doesn’t match the description or if the purchase is covered by the eBay Money Back Guarantee policy .

However, in the instance of buyers remorse or the item returned does not match the complaint, these are the best ways to resolve the issue.

When you create a listing, be sure to clearly specify your return policy. This will determine your options if a buyer wants to return an item.

You can only decline a return if the buyer is returning the item because they changed their mind, and your return policy states you don’t accept returns. Here’s how:

  • Go to your Returns dashboard.
  • Select View return details beside the item.
  • Select Decline the return and then Continue.
  • You have the option of entering your reason for declining the request, but it will not be visible to the buyer.
  • Select Decline return.

The return request will then be closed.

To find out if you qualify for this option, refer here

You can choose to refund a reduced amount if the item is returned in used or damaged condition. The table below can be used as a guide. 

For suggestion purposes only

Remember! Misusing this feature may subject you to losing your seller protection.


Contact the buyer first and try to come to an agreement. If you are unable to reach a resolution, you can ask us to step in and help. We will review all the information and make a decision.

In the event that we ask the buyer to return the item to you and the item is returned in a used or damaged condition, you will no longer be able to issue a partial refund to the buyer.

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