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💬 Welcome to the general eBay Q&A session on 22/04/2026 at 2:00 PM
Summary: The discussion revolved around a general eBay Q&A session that took place on April 22, 2026 at 2:00 p.m. Various participants, including community-team@ebay, miriam@ebay, mmstore74, selina_b@ebay, itec-systems, and tulamidan, joined the exchange to clarify questions and share information with one another. The detailed content of the posts is not specified, but the participation indicates active interest in the Q&A session.
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tulamidan
·4 months agoI just posted the question in the forum - but since the Q&A session is on right now, I thought I might get another tip here.
I sold a camera to the UK.
The buyer received the item broken and wants his money back. I can understand that well and I also don't want to leave him hanging. (it's a private sale)
What do I do now?
This is the proposed procedure, but I see a problem here
1. I accept the return and pay for the return shipping myself (incl. the outbound shipping)
2. I get the item back
3. I open a case with UPS
The time that passes before I can open a case with UPS is far too long.
The buyer refuses to send the necessary pictures. The pictures sent are enough to confirm that the lens really came off (which it shouldn't have) but not enough to open a UPS case.
selina_b@ebay
Hello @tulamidan,
thanks a lot for your question.
Since we have different policies here at eBay.de than at eBay.uk, I recommend that you contact my colleagues at eBay.uk.
Feel free to click here.
Kind regards
Selina
tulamidan
·4 months agoAre you sure? I should contact them via Instagram?
selina_b@ebay
@tulamidan Yes, message them there via private message.
I hope they’re able to help you quickly there 🍀
Otherwise, you’re welcome to get in touch via the UK help page.
Kind regards
Selina
itec-systems
·4 months agoHello,
Since the topic has already been addressed in the forum, I still have a few questions about it:
If I add the following notice in selected listings:
“This hardware is excluded from exchange and return rights.
This offer is directed exclusively at business buyers, freelancers, and institutions.”
is that permissible on eBay's part?
And would customer service side with the seller in the event of a return request if a buyer still wants to exercise the right of withdrawal?
According to my terms and conditions, the right of withdrawal and warranty do not apply to business buyers. If a clearly business buyer wants to return goods on the grounds that they “don't like it” – do I then have to contact customer service so that the return is closed in advance?
Would the above-mentioned notice directly in the listing additionally reinforce my terms and conditions and ensure that a business buyer does not order with a private address and thus “sneak in” consumer rights?
miriam@ebay
Hello @itec-systems! We can see that this topic keeps coming up in the community from time to time over the last few weeks, and we are still waiting for a final response from our legal department. I just reminded them again, and I’ll also pass along your follow-up questions.
We’ll let you know as soon as there’s an update, and I’m sorry that it’s taking so long.
Best regards
Miriam
Edit: @itec-systems feedback on this: eBay is an online marketplace with generally publicly accessible offers. For questions about the legally compliant design of your offers on eBay, we cannot provide legal advice. We recommend that you consult a lawyer or a legal advice center for this. We ask for your understanding.
itec-systems
·4 months agoA topic in the forum was closed. So I'm curious when and where the answer will appear. I hope I get it with 🙂
mmstore74
·4 months agoDear @community-team@ebay
I have the following question today,
a buyer started a return 6 days after receiving the item with the reason " ordered by mistake "
Now I also have to reimburse the buyer's outbound shipping costs, is that legally required by Uncle Sam or by eBay?
As the seller, I can't help it if a buyer buys something by mistake and then I end up with a loss in the cash register.
Kind regards
Marc
selina_b@ebay
Hello @mmstore74,
thank you very much for your question.
If you have received the item back and everything is in order with it, please refund your buyer the full purchase amount.
If the item is damaged, you can report this to us and arrange a partial refund.
Kind regards
Selina
mmstore74
·4 months agoHello @selina_b@ebay and thank you very much, and no offense intended, but that is not an answer to my question.
" Now I also have to refund the buyer's outgoing shipping costs, is that legally required by Father State or by Ebay?
What on earth can I do if a buyer buys something by mistake?
Kind regards
Marc
selina_b@ebay
@mmstore74 That is indeed regulated by law and not invented by eBay
If a buyer withdraws under the right of withdrawal (for example, in the case of online purchases within the deadline), you generally have to refund the initial shipping costs as well. That comes from consumer law (“the government”). The return shipping costs, on the other hand, the buyer usually has to bear themselves if you stated that in advance.
You can find more information on this in our legal portal.
Kind regards
Selina
mmstore74
·4 months agoThank you very much @selina_b@ebay ,that helps me a lot and answers my question 😊🌷
Best regards
Marc
miriam@ebay
Let's go into a new Q&A session, this week with @selina_b@ebay, @patrick@ebay and me! 🤗
Best regards
Miriam