Buyer refused item

[ca_suhai]

Hello,  I sold an item which the buyer has refused delivery because they did not want to pay $30 in duties. The tracking shows that they had refused delivery twice and that the item is now  being shipped back to me. The buyer has opened a return request claiming "Doesn't match description or photos". I called ebay and explained the situation they basically said the buyer has lost their buyer protection and I do not need to refund them. They also said that I should accept the return request which will provide them with a label, which the buyer wouldnt be able to use. My question is what will happen if the buyer decides to use the label and send some random object. I realize I wont be required to refund them but what about the cost of the shipping label I provide? 

What do I do?

[mrdutch1001]

Your post is rather confusing...you state:" they had refused delivery twice and that the item is now being shipped back to me."....If the buyer refused the delivery, doesn't that mean the buyer DOES NOT have the item in their possession?...if so, why would the buyer need a return label? Need some clarification here...

[ca_suhai]

Yes buyer does not have item in their possession. Im not sure why they would need a return label but they started a return and it says that I have until dec 10 to respond or ebay will step in. Should I just leave it and do nothing ?

[mrdutch1001]

Hopefully, a member with more experience with this sort of situation than I, will pop in and provide assistance(I have insufficient knowledge to advise further) as no experience with returns in the past 10+yrs... 

[flipistics · Accepted solution]

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@ca_suhai wrote:

Yes buyer does not have item in their possession. Im not sure why they would need a return label but they started a return and it says that I have until dec 10 to respond or ebay will step in. Should I just leave it and do nothing ?

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If you leave it and do nothing, you will almost certainly have eBay's AI step in and find in favour of the buyer. That means you won't have the sale, you won't have the item, and you'll receive a strike on your account. I wouldn't recommend doing that. 

Try contacting customer service through social media. The reps there have a little more authority to act and are a little more knowledgable.

[marnotom!]

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@flipistics wrote:

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If you leave it and do nothing, you will almost certainly have eBay's AI step in and find in favour of the buyer. That means you won't have the sale, you won't have the item, and you'll receive a strike on your account. I wouldn't recommend doing that. 

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Clarification: If the item was refused and is being returned to the seller, the seller will have the item eventually.

[ca_suhai]

I just talked to ebay on call again they said to do nothing and not accept the return request. They said they wrote a note on file advising me to do nothing because buyer refused delivery and that they lost their buyer protection, she also provided me with the case number.