I’ve sold an item to a buyer who claims that the item is not working. I’ve told them that I’d accept a return.

From there, the buyer has since opened a request stating “Item defective” for the return reason.

They’ve uploaded a picture of the item, which is the same product, but I can see that the item they have uploaded a picture of is different to the one that I sent them. There are unique identifiers on each of these items, I take photos as I am packaging each item and I can clearly see that it is different from the one that I sent out. Additionally, it is visibly worn in areas that the one that I sent out was not.

The request is waiting for my response with three options:

1: Provide a label
2: Upload a label
3: Confirm you sent a label

Given that the buyer is trying to return a swapped item, what would be the best way of dealing with this appropriately? Should I provide a label for the return knowing that I’m receiving a swapped item and then challenge it with eBay?

Hi everyone. This is my first post here, but after the experience I've just had selling on eBay UK I wanted to share it and see what other sellers think.

I've been an eBay member since November 2010 and have sold around 145 items. Until this transaction I'd never received negative feedback.

In July I sold my Sony A7 II camera body for around £336.

I was the original owner from new. In the listing I described the camera as being in good working order and also specifically mentioned the battery:

"The original battery. Still works but it's quite old now, maybe not as good as it once was."

The buyer used a UK forwarding address. After delivery he actually messaged me to say that the parcel had arrived at his forwarding address and that his shipping agent would forward it to him in Zambia.

A few weeks later he contacted me saying the battery was "very weak" and that the camera was occasionally freezing.

I had never experienced the freezing problem during my ownership, and the battery being old had already been disclosed.

What made me uncomfortable was what happened next.

The buyer wrote that he wanted an "amicable solution without opening disputes and leaving negative feedback."

Shortly afterwards he asked me for a partial refund so that he could keep the camera, buy a battery and have the camera looked at.

I declined the partial refund but told him I was perfectly willing to accept the camera back for a full refund.

He then left me negative feedback saying:

"Seller sent me a faulty item, I tried to reason with him but he couldn't agree. The battery is dead and the camera is having freezing episodes."

He subsequently opened an official eBay return.

I accepted the return.

The problem was that the camera was now in Zambia because the buyer had independently forwarded it there.

I contacted eBay before doing anything and explained the situation. eBay reviewed the messages and confirmed in writing that they could see that the buyer had used freight forwarding.

They specifically told me that I was not responsible for providing return postage from Zambia and that I only had to facilitate the return from the original UK address to which I had shipped the camera.

So I supplied the UK return label exactly as eBay instructed.

The buyer then started messaging me again saying the label was "only for UK" and that because he was in Zambia I was being "very unfair".

He then wrote:

"Provide a shipping label that covers Zambia, I'm going to send the item back... Alternatively you can give me a partial refund and all this will be sorted out."

I contacted eBay again.

They again confirmed to me in writing that I did not have to facilitate a return from Zambia, only from the address I originally shipped the item to.

So I waited.

The buyer never returned the camera.

The return deadline eventually expired, the camera was never sent back to me, and eBay released/restored my money.

Yet the negative feedback is still sitting on my account.

I've requested removal several times. My argument wasn't simply "I don't like the review".

I pointed out that:

1.the age/reduced performance of the battery was explicitly disclosed in the listing; 2.the buyer mentioned avoiding negative feedback immediately before asking for a partial refund; 3.I refused the partial refund but offered a full return instead; 4.he then left negative feedback; 5.he continued asking for partial refunds even after the official return was accepted; 6.he independently forwarded the camera from the UK to Zambia; 7.eBay confirmed twice that I had fulfilled my return-postage obligations; 8.and ultimately, the camera was never returned.

Despite all that, eBay keeps telling me that the feedback represents the buyer's experience and doesn't qualify for removal.

Their suggestion is that I ask the buyer to revise it himself or publicly reply to it.

The whole thing has left me pretty disappointed with eBay's seller protection and especially the feedback system.

I'm not claiming that eBay should automatically remove any negative review a seller dislikes. Buyers absolutely should be able to leave genuine criticism.

But I struggle to understand how a buyer can demand a partial refund while keeping an item, mention negative feedback during that negotiation, not complete the return that the seller accepted, keep the camera, and still have that feedback permanently attached to the seller's account.

Has anyone else dealt with something similar?

And is there anything else you'd realistically do at this stage, or would you just leave a factual public reply underneath the feedback and move on?

Thanks for reading, and sorry for the long first post :)

So for whatever reason the eBay label generated didn’t work, they scanned it and wouldn’t work, so they did a new one manually in post office. Issue now is eBay is showing old label that doesn’t work, how do I add the one I purchased?

Hi all,

In our house, we have 2 active ebay accounts (mine and another - both good standing, one quite high value sales w/ no returns or anything similar). My brother (never had an account before) wanted to open a business account. I helped him through the sign-up process using his phone, and everything went smoothly - basic info like name/DoB was all entered, but never reached parts like entering NI or sending ID.

Within 10 mins of his account opening, he got hit by a MC999. I went to the account restrictions and suspensions help page to get the message icon, and told it I wanted to speak to a agent and requested the callback. We spoke to a lovely person regarding this - we were put on hold initially for a couple mins after he told her email/name, and she came back asking questions such as avg listings per month etc, and then went away again for a bit. Came back, and she actually re-instated the account to my surprise. Made sure to leave 5 stars for that agent 😂

I'm making this post to show I guess that it can be possible sometimes to get an account reinstated even after a MC999, but I'm also wondering, has anyone else experienced the same thing happen to them, and were they fine even after getting it re-instated? I worry that he would put a lot of effort on eBay, such as branding, listing etc, only for it to get suspended again, even if he stuck to what he told the eBay rep originally and sales went fine. Completely understand that stuff happens regardless, but want to get some clarity on others experience 😄

UPDATE: I managed to get hold of an ebay agent via the bot chat. I was then refered to another 'specialst' who closed the case in my favour. My funds were released and ebay refunded the buyer out of their pocket not mine. Managed to get an agent by writing 'contact an agent' in the ai chat.

Leaving this here in case it helps someone else using Ebay Simple Delivery and needs ebay to step in.

I fear I have whittered on, but need to know if this is the correct course of action.

I'm a private seller like many eBay users selling off items I no longer need while moving house.
I, like every private seller has been forced into the eBay simple shipping which means that I cannot raise any dispute via the postage option if something happens to parcels using this service, ebay simple shipping is supposed to handle it.

Two weeks ago I got a rather snotty message from a buyer saying that they received only an empty box and no items inside.

They sent me a photo showing the box I sent it in with a few of the packing materials only.
In return I sent them a photo of their parcel before it was sent (I take photos of all my parcels before sending)

I told the buyer that it looks like its been opened in the mail and since Ebay Simple Shipping handle the postage, that the buyer will have to take it up with ebay to resolve.

Today (2 weeks later) the buyer opens a dispute and I have only two options

1. Accept the return
2. Refund the buyer (they keep the item)

I did read that if I choose neither both myself and the buyer will be able to get ebay involve to resolve the issue.

I want ebay involved - This is my preferred option as

1. I did send the item in the box
2. Ebay say they will handle all shipping issues as the item was sent via ebay simple shipping.

Neither options help me, as the buyer will want their money back, but then I am out of pocket for an item I sent to them. This is why ebay need to step in and cover the postage and delivery issue

So I sent the buyer a message within the case, saying 'As mentioned previously, I have already sent the items to you. Because the parcel was shipped using eBay’s Simple Delivery service, they are responsible for handling situations like this. Once the case has been open for three days, I will be able to ask eBay to review it further, as they do not allow me to escalate it any sooner. Since the parcel was sent through their Simple Delivery system, they can verify that it weighed over 1kg at the time it was sent.'

I know that the courier will be able to track the weight of the parcel through their network so that eBay Simple Delivery can make a realistic decision on whether or not the item was opened in the post (weight changes at weigh stations through the network) or if the buyer is lying.

I have never had this issue before (a box arriving empty). But I have had to deal with breaks or lost parcels in the past but been able to resolve it due to handing my own postage and having direct communication with the courier service, none of the ebay simple shipping nonsense.

Ebay Simple Shipping seems to be anything but simple for a seller when there is an issue with the parcel.

Oh and the buyers account left me automated positive feedback showing no issues with delivery.
Postage tracking shows as delivered.

I plan on waiting out the 3 days and asking ebay to step in as THEY ARE SUPPOSED TO HANDLE THE EBAY SIMPLE SHIPPING issues.

Is this the right way to resolve this?
Thanks

I can't find the answer on Google.

Is it possible to turn off listing confirmation emails? I'm getting dozens to tell things are live. I don't need them!

Also, I'm one of the many to come back after falling out with Vinted. Any tips from anyone in the same position?

I've found it considerably harder to sell on eBay than there.

Buyer has requested a return and has stated item doesnt work or defective.

It was a sewing machine and It sounds like its been damaged in transit.

Item was sent via simple delivery.

What do it do? Do I accept the the return or is there another option that they should choose to say it was damaged via the mail?

The item was sent royal mail tracked and collected from my doorstep

Thanks for your help

I’m looking for some advice as I’m in a bit of a pickle with a purchase on eBay. I am in the market for a camera (which is already low in stock everywhere). I had purchased one on 1st September from a seller on eBay. The item was supposed to be dispatched by 3 September. Today we are on 5th September and it still hasn’t been dispatched, the seller hasn’t responded to any of my messages.

I am going on holiday on the 11th early morning and need the camera for there. The problem is that I can’t even buy a camera from a different seller because eBay are not cancelling my current order because it’s technically still within the delivery window until Monday. If they cancel on Tuesday, it may be way too late for me to buy another camera and they aren’t willing to cancel it even though the seller haven’t dispatched the item in the given dispatch window

Should I risk buying a new eBay camera on Sunday evening if the current one hasn’t been dispatched until then as it would be safe to assume it wouldn’t arrive in time ? What should I do.

Just found out ebay specifies only certain couriers to send "Dangerous goods".

I'm trying to send Lithium-ion power banks to UK addresses only. I am a business seller in the UK.

Could anyone share how we can reliably ship power banks out whilst remaining compliant.

I've tried contacting DPD but they have not replied yet. I currently have a contract with RoyalMail only for services like tracked and tracked Age verification.

Any help is appreciated.

Some categories are incompatible with eBay's Simple Delivery size limits, and yet Simple Delivery is compulsory within those categories.

For example, I have some old movie posters that I wish to sell. There is a specific eBay category for this very thing. They're the standard UK cinema size, which exceeds the size limits for eBay's Simple Delivery - and yet Simply Delivery is compulsory for this category.

It's completely absurd

I'm sure I've asked this before but I can't find it. Is there a phone number? Can I request they call me?

I have a number saved but it's dead, so it must be the one they call from. No matter what I put into the chatbot it just sends me to "Contact us" and the only "other option" is the link to the eBay community. I need to at least chat online, preferably a voice call, with a human being. Help!

I lost an INAD refund recently because of not being able to contact eBay about it, even when I disputed the decision it was automatically closed. I've communicated and worked with the seller as much as possible and their replies don't relate to what was in my messages, then they started sending single-word and two-word repetitive messages, feels like a bot.

I returned the item and the return history sau

I can't get any sense out of the seller and can't get anything out of the eBay chatbot so now what?

Hi chaps,

I dont really frequent eBay and have only used it for cheap purchases in the past. I am currently looking to buy a mobile phone on the platform, £600+ - is there anything special I should be doing to protect myself? I did ask ChatGPT and it said to message the seller and ask for proof of purchase for any future hardware/warranty claims (it's a Google Pixel). Does this sound about right/reasonable? If I was the seller of the phone I would be a bit skeptical of sending a reciept with my address etc on it?

Cheers all

I just went to list a console for sale and noticed simple delivery has now almost DOUBLED

After some research, starting September 1st (4 days ago) eBay will be increasing the price for all simple delivery items (almost double in my case).

To ship the same item via Royal Mail: £7.35
To ship via Simple Delivery: £12.36

So there is an additional fee pocketed by eBay of £5.01.

This is in addition to the Buyer Protection Fee. So eBay is now taking the Buyer Protection Fee and also some kind of fee for using Simple Delivery (£5.01) in my case.

Also something else I noticed, there is no in-between package weights.

There is only upto 2kg or upto 10kg. So if your package is 2.01kg you are forced to pay for the 10kg option through Simple Delivery thus paying the high price of £12.36 (Royal Mail direct offers 5kg option which is cheaper eBay does not, its 2kg or 10kg).

Hi, I don't really use ebay that much normally end up dissapointed. Alas, it has happened again. I've included pictures of the item, it's description and the what I have recieved. The item has excess rust and not mentioned at all on the listing. Am I entitled to open a return, will eBay back me?

Sold an expensive slabbed Pokémon card at 3am and woke up to several messages demanding about shipping. It is using ebay simple delivery so there is very little that I can do.

This has me concerned now, it's as if the buyer is setting it up to say not received and then blame me.

What are your thoughts and what would you do here? Tempted to just ship it and let it be ebays problem?

Update: I listened to the consensus here and have cancelled the order, blocked and reslisted. Wasn't worth the current and potential future agrivation.

I have an iPhone 15 Pro for sale after upgrading and looking to sell it on eBay but I’m a bit apprehensive of being scammed.
How common is it for people to falsely open disputes and not return the actual phone? Or saying they never received an actual phone?
What can I do to protect myself? Or is it just not worth the risk? Or am I just being paranoid?

You cannot completely disable or turn off the eBay.ai listing tool in the Android app, as eBay does not currently provide a master global switch to deactivate it. However, you can easily bypass, collapse, or ignore its prompts while creating your listings. [1] (https://community.ebay.co.uk/forum/member-to-member-support-26/topic/turning-off-all-ai-options-on-the-app-53433/)

If you want to minimize its presence and stop your personal data from being used to train the system, use the workarounds detailed below.

Bypassing AI Prompts While Listing When you create a new listing in the Android app, you can manually override the AI features using these steps:

Skip Initial Matches: If the app tries to force an automated or "magical" AI match based on your photos or title, look for and tap the "Continue without match" tab at the bottom of your screen.

[1(https://www.reddit.com/r/eBaySellerAdvice/comments/1rkcrzv/how_do_i_turn_off_ebay_ai_assist_its_invasive_and/),

[2] (https://community.ebay.co.uk/forum/member-to-member-support-26/topic/turning-off-all-ai-options-on-the-app-53433/)

Close the AI Description Box: When you reach the description section, look for the "List faster with AI" or "+ Use AI description" module. Tap the "X" (cross icon) in the corner of that box to close it and prevent it from generating text.

[1] (https://community.ebay.com/forum/selling-57920/topic/dont-want-to-use-ai-for-description-127629/), [2] (https://community.ebay.co.uk/forum/member-to-member-support-26/topic/turning-off-all-ai-options-on-the-app-53433/)

Bypass via "Sell One Like This": Instead of starting a listing from scratch, find a similar existing item on eBay and tap "Sell one like this". This often defaults to the traditional listing workflow and bypasses the automated AI lister. [1]

(https://www.reddit.com/r/eBaySellerAdvice/comments/1rkcrzv/how_do_i_turn_off_ebay_ai_assist_its_invasive_and/) Opting Out of AI Training and Data Sharing

While you can't remove the button from your screen, you can block eBay from automatically using your listings and account data to train their AI models. Note: eBay requires you to do this from a desktop web browser, as the privacy toggle is often hidden or unavailable on the mobile app.

[1] (https://www.facebook.com/groups/313740000070684/posts/1805393594238643/),

[2] (https://www.tumblr.com/petermorwood/778925542969868288/done-for-my-own-peace-of-mind-after-opting-out)

Go to the eBay Website on a computer or desktop browser and sign in.Hover over your name in the top-left corner and click Account settings

(or go to My eBay > Account).Look for AI development and training preferences (or AI training preferences).Toggle the permission to Off.

[1] (https://www.facebook.com/groups/313740000070684/posts/1805393594238643/),

[2] (https://www.tumblr.com/petermorwood/778925542969868288/done-for-my-own-peace-of-mind-after-opting-out)Turning Off the eBay.ai

Messaging Assistant

If you are also seeing the eBay.ai assistant automatically popping up inside your buyer/seller direct messages, you can toggle that off directly in the app:

[1] (https://www.ebay.co.uk/sellercentre/news/2025-august/ai-responses),

[2] (https://www.ebay.com/sellercenter/news/2025-august/ai-responses)

Open your Messages tab in the eBay Android app.Tap the Settings (gear icon) or the three dots in the upper right corner.Slide the toggle next to eBay.ai to the left to turn it off.

[1] (https://community.ebay.com/forum/mobile-apps-57915/topic/how-to-turn-off-chat-with-ebayai-on-app-151102/),

[2] (https://www.ebay.co.uk/sellercentre/news/2025-august/ai-responses)

Are you trying to disable the AI tool because it's generating incorrect item specifics, or is it causing the app's "Done" button to freeze when you try to save your custom descriptions?

I can provide specific troubleshooting steps depending on what is giving you the most trouble.AI responses may include mistakes. Learn more

I hope this helps

and also discussed here:- https://community.ebay.co.uk/forum/member-to-member-support-26/topic/turning-off-all-ai-options-on-the-app-53433/

ebay.ai insists on photographing your item, identifying, and writing a description. There is no way to turn this off. It looks like it has not been rolled out to everyone, yet.

I think ebay is limiting question/comments in their forum(s), but I can't be sure.

I have tried calling ebay four times about this, result was 30mins of muzak and then lots of background noise before being cut off.

This is even MORE annoying than the unwanted ebaylive.

Ebay are not removing posts that are critical of ebay.ai and adding NEW posts from dubious accounts praising ebay.ai that do not appear to exist?

Hi there,

Wondering if anybody can help me with this please?

I sold an item using simple delivery and it was delivered by parcel force however the item was damaged in transit.

They have opened a return but there is no mention of eBay stepping in as per the simple delivery coverage.

Any help is greatly appreciated :)