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eBay return approved despite the buyer's incorrect return reason
Summary: macapfel reported a problem with a buyer on eBay who falsely claims to have received a Japanese smartphone instead of a European one. Despite the clear description and evidence, eBay approved the return. macapfel feels let down by eBay and is seeking advice, while other participants offer support. verena@ebay from eBay explained that the item had to be returned in order to review the case properly. This led to inconsistencies because of eBay US's international handling. It was discussed that macapfel originally only sold within Germany.
Hello everyone,
here’s a sales story with all the details and the hope of getting some advice from the community:
I sold a new item.
Since I’m a private seller and new to used means a significant loss in value (in case of a possible resale after a return), I repeatedly excluded exchanges and returns in the item description. The first buyer cancelled the purchase (188411064177). The current buyer (188453090420) claims the item does not match the description, which is simply a lie ("das ist nicht europa version das ist japan wersion und war nicht auf auktion, ich will bekomen meines geld zuruck"). I contacted the buyer via the return request (1st message: "Hello, as described in the item description of the smartphone, exchanges are excluded. The smartphone delivered is exactly the described SM-S942B/DS. Everything matches the description 100%;. The SM-S942B/DS is the version sold in Germany, Europe and worldwide. The claim that the delivered item does not match the description, or that it is the Japanese version SM-S942Q, is completely absurd and not acceptable. Kind regards" and 2nd message: "Hello, you received a German SM-S942B/DS with the EAN 8806099182908 without any hidden or undisclosed defects or any other disadvantages. The return of the opened item is, as stated repeatedly in the item description, not possible for me as a private seller and is excluded. If you do not withdraw the refund request, I will hand the case over to eBay on 19/06/2026. Thank you very much and kind regards"). I had eBay call me: "There’s nothing we can do for 4 days now until the return case is decided" and after the case decision and the approval of the refund or return shipment to the buyer, I had eBay call me again: "the case has been forwarded to the responsible specialist department, wait 48 hours". I then reported the buyer to eBay with the comment that the reason for return was incorrect: "The title, item description and photos of auction 188453090420 describe a German smartphone SM-S942B/DS, which the buyer won and which was also delivered exactly as described to 100%. From the sealed original packaging with invoice from a German Expert electronics specialist store, visible EAN 8806099182908 and IMEI 355564650184738 on the invoice and in the auction photos, a Japanese unit, e.g. SM-S942Q, is supposed to have arrived with the buyer? That is simply a lie by the buyer. And eBay sides with the buyer and continues the return? I would like eBay to correct this mistake. Please also take the other feedback the buyer has received into account."
Now the return shipment is running, since the case was closed and eBay provided the buyer with a shipping label.
Here is my question: Is that eBay’s "way of working"? Can eBay simply overrule my item description here? Does anyone have any advice?
I feel in this case above all let down by eBay, which is teaming up with a liar or fraudster!
Thank you very much and kind regards
macapfel
OP1 month agoHere's another update on my post. I got the smartphone I sent back. It wasn't swapped and it hadn't been opened. Maybe it also had to do with the possibility here in the forum to describe the situation in detail and link the post in order to build more pressure. Thanks @voli-maus @verena@ebay @perfect-sally @hasjana @anna_s@ebay for your support!
voli-maus
Mentor1 month agoThanks @verena@ebay :)
Maybe @macapfel will chime in here again ?
My tip, and all the mentors and also experienced users in the community give this tip: Don’t sell abroad.
macapfel
OP1 month agoThanks for the tip. I didn’t sell abroad, after all. The buyer has a Polish eBay account with a German address.
verena@ebay
Mentor1 month agoHello @macapfel ,
thank you very much for your post!
I can completely understand that the situation is frustrating for you. However, since we never had the item in our hands at any point and were able to inspect it, we must first rely on your buyer’s statement and enable them to return the item. However, this does not automatically mean that your buyer is right, but merely that the matter cannot be finally reviewed without the item being returned.
If you notice any discrepancies after receiving the item back, you can contact support again and report the problem. Since this case is being handled by eBay US, I recommend that you contact eBay US directly for further clarification.
Thanks for the mention, @voli-maus ! ❤
Kind regards
Verena
perfect-sally
Mentor1 month agoOh dear, eBay US is responsible. Then you might as well give up, because they side with buyers even more than ebay.de
macapfel
OP1 month agoYes, apparently there’s nothing to be done about it. However, I also feel railroaded by eBay here, since, as mentioned above, I only sold within Germany.
hasjana
Mentor1 month ago@verena@ebay
macapfel probably can't reply here, this is already the second one where I'm reading this
verena@ebay
Mentor1 month agoThanks for the heads-up, @hasjana !
macapfel
OP1 month agoNow it works. Thanks to everyone who was involved!
macapfel
OP1 month agoHonestly - how is a Japanese smartphone supposed to come from an original sealed package with a German invoice with warranty, on which EAN 8806099182908 and IMEI 355564650184738 are listed? If I had shipped an unsealed, opened smartphone, the buyer would notice that too, wouldn't he? My name is on the Expert invoice. Should I have forged the stickers, the seal and the invoice for a price difference of 150 euros? I would really have expected more understanding from eBay! So now eBay together with the buyer has cost me that 100-200 euro price difference, if not maybe the whole smartphone.
voli-maus
Mentor1 month agoHello @macapfel ,
the lovely @verena@ebay will be able to help you further.
The buyer is bidding on a lot of mobile phones.
macapfel
OP1 month agoThe buyer is now looking for another mobile phone :)
voli-maus
Mentor1 month agoAnd did you get yours back, @macapfel ?
voli-maus
Mentor1 month agoWe’ll keep at it, @macapfel .
macapfel
OP1 month agoNo not yet @voli-maus . Despite fighting on all fronts, the parcel is now on its way with low-cost Hermes, with no further way for me to influence anything. Parcels like this are usually just left somewhere, without ringing the bell, without being handed over personally. I’ve now noted under drop-off location "please ring the bell and hand it over only in person". Let’s see if it works. For a tip, I’d then let the courier film me briefly while opening it.