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eBay's No Faulty Return Policy has some faults.

eBay's No Faulty Return Policy has some faults... eBay seller: dgenterprises23

Dear eBay Queen:
I sold an item 10 days ago, and have run into an issue with the buyer. She returned the item using the "hassle-free return program" - her reason being that she changed her mind. When I received this item back, it had significant damage. After multiple calls to eBay, I was told DO NOT REFUND THIS BUYER! She is not entitled to a refund! Okay, cool, eBay sided with a seller. Fast-forward to today: the buyer opened and escalated an eBay Money Back Guarantee case, saying that the item was "not as described." EBAY SIDED WITH HER! They refunded her almost $250, which I am required to reimburse them for. All those posts I see on Facebook & other social media sites are correct. What a fool I am to ever think otherwise! Once again, eBay is siding with their buyers and doesn't care that the seller got screwed. They will not protect you, no matter how well your bases are covered. The rep told me that eBay has NO "faulty return" protection. So, to clarify, if you accept returns, you WILL accept them in ANY condition. No matter what condition a buyer returns an item in, it's A-OK with eBay - just send that refund!! The eBay rep refused to let me speak to a manager, or anyone above him, which just makes me even madder. I am so disgusted with eBay, their horrible policies, and their questionable business practices right now! What do you think I should do?
Angry Nebraskan

Dear Nebraskan:
Are you saying that the buyer opened the case, and on the same day escalated it? There is normally a 5 day waiting period before a case is escalated. Did you respond to the case, and upload photos of how the item was not sent back in the condition you sent it in? If none of these things were done, I would immediately call eBay, and in a calm respectful manner explain to them what happened. Tell them the dates that you spoke to customer support and what they said. If the case was escalated BEFORE the 5 days, I would respectfully demand an explanation for that also.
Your other option is to contact the Dean of eBay Education: Griff. You can email him at OR call into his eBay radio show and ask question.
I hope this is resolved for you.

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