Automatic refund when customers report a defect => seller experience falls by the wayside | Seller Lounge

shoppingxperts_kittel · 2026-06-04T14:01:16.270000Z

Hi,the usual scenario when selling and returning because of a defect is, as is well known:1. Customer buys2. Customer discovers a defect and reports it directly to eBay3. eBay immediately starts an automatic return process4. Customer sends the item back5. Seller can only issue a refund after receiving the goods.As a merchant, however, I have a legal right to repair/replacement (§ 439 BGB) – but eBay effectively suspends this right in its return system. Why do we merchants let ourselves be bullied by rules like this, among other things? When will eBay finally understand that there is not only a buying experience but also a selling experience? Aren’t we already handing over enough fees to eBay and having to put up with a never-ending list of rules and listing requirements?Also, if we stick with the buying experience: if an item is defective, I would expect the seller to take care of the problem and not hide behind a return process, because otherwise the customer is back at square one.

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Automatic refund when customers report a defect => seller experience falls by the wayside | Seller Lounge | eBay Germany