eBay Returns and 'Not as Described' Cases in 2026: What You Must Accept and How Sellers Win Them
Short answer: if a buyer says an item arrived damaged, is the wrong item or doesn't match your listing, you have to accept the return, even if your listing says "no returns", and you pay return shipping. You can only decline a return when the buyer simply changed their mind and your listing said no returns. You "win" by solving it yourself within 3 business days: refund, partial refund or replace before anyone asks eBay to step in. That keeps your fee credits, keeps the case off your seller record and keeps your right to deduct up to 50% if the item comes back used or damaged. When the buyer is wrong (a false claim, a used item sent back, or a different item returned), report them: eBay can remove the feedback and the defect. Everything below is from eBay's own policy pages, read October 23, 2026.
Do you have to accept the return?
| Why the buyer wants to return it | Must you accept? | Who pays return shipping | What you refund |
|---|---|---|---|
| Arrived damaged, wrong item, or doesn't match the listing | Yes, even with a no-returns policy | You | Item plus original shipping |
| Changed their mind, and your listing offers returns | Yes, within your return window | As your listing says ("free returns" or "buyer pays") | Item; you may keep original shipping |
| Changed their mind, and your listing says no returns | No. You can decline |
A few categories have a shorter window when you don't offer returns: for trading cards, bullion, coins, paper money and items sold "not working or for parts only", the buyer must ask within 3 calendar days of delivery.
eBay may also review a request before it reaches you, and decline it if the buyer's evidence doesn't support the claim.
The deadlines
| Step | Deadline |
|---|---|
| Buyer asks for a "not as described" return | Within 30 days of delivery, or your return window if longer |
| You respond | 3 business days. If you don't, eBay may refund the buyer and bill you, without the item coming back |
| Buyer ships the item back | By the date eBay gives them. If there's no sign it's shipped within 15 business days, eBay may close the return |
| You refund | 2 business days after the item arrives, or eBay may refund on your behalf |
| Either side asks eBay to step in | From 3 business days after the request, up to 21 business days if you never answered |
| Appeal eBay's decision | 30 calendar days |
While a return is open, eBay may hold the order amount in your funds; what's left is released within 3 business days once it's resolved.
Your options when a buyer says "not as described"
From your Returns dashboard, select View return details. You can:
- Accept the return. The buyer sends it back, you refund the item plus original shipping and pay for the return label. eBay may accept for you automatically if an eBay label is available.
- Give a full refund and let them keep it. eBay suggests this for low-value items.
- Offer a partial refund. For example, a minor scratch the buyer can live with. You can only offer this once, and the buyer can accept or reject it, so make it a fair number the first time.
- Offer a replacement or exchange through a message in the return.
- Message the buyer to ask for photos or details.
If you can't agree within 3 business days, either of you can ask eBay to step in.
Why solving it yourself is the win
The money and your record both depend on settling before eBay steps in:
| You resolve it on eBay yourself | eBay steps in and the buyer gets a refund | |
|---|---|---|
| Fee credits | Yes. On a "not as described" refund you get back the category final value fee in proportion to the refund (not the per-order fixed amount) | None |
| Your seller record | The return still counts in your "not as described" rate, but not as a closed case | Counts as a "case closed without seller resolution", and negative or neutral feedback isn't removed |
| Deducting for a used or damaged return | Available if you qualify | Gone, even if you qualify |
A partial refund you send on eBay without requiring the item back also earns proportional fee credits: refund 20% of the sale, get 20% of the eligible fees back. Refunds sent outside eBay (through PayPal, for instance) earn no credit.
How "not as described" returns count against you
- Every request counts, even ones you fix quickly. eBay's service metrics count each "not as described" return request, then compare your rate with sellers of similar items, prices and return policies, on the 20th of each month.
- Ratings run Low, Average, High or Very High. If you hit Very High, you may lose the right to deduct from refunds straight away, and from the 1st of the next month pay a higher final value fee in that category: an extra 5% of the sale, or 6% after four months (see how that changes your take on the eBay fee calculator).
- Small sellers are protected: there are no consequences when your rate in a category is under 1%, or when fewer than 10 unique buyers opened "not as described" or "not received" requests.
- Cases closed without seller resolution are separate, and count toward your seller level (Top Rated, Above Standard or Below Standard).
When the buyer is in the wrong
The item came back used or damaged
If you accepted the return and it arrives in worse condition than you sent it, you may deduct up to 50% from the refund, using eBay's guide:
| Condition it came back in | Deduction |
|---|---|
| Unused, complete, seals and tags intact | None |
| Missing original packaging, seal opened but item unchanged, tags included but removed | 5% to 10% |
| Missing parts, signs of wear, installed, still logged into an account, tags missing | 15% to 30% |
| Heavy wear, missing essential parts, damaged, opened perishables or makeup, not all items returned | 35% to 50% |
Who qualifies:
- Top Rated Sellers in the US or Canada, on listings with 30-day or longer returns, with no "Very High" service metric.
- Any seller who isn't Below Standard, on listings that offer free returns.
How: report the buyer and send the refund within 2 business days of the item arriving, choosing the deduction in the refund screen with a comment. You give up the fee credit when you deduct, and the option disappears if eBay steps in first. If the return was for "not as described", eBay won't count it in your rate. You can't deduct for return postage, restocking or a price drop on an item that came back in the same condition.
The buyer made a false "not as described" claim
For Top Rated Sellers meeting the conditions above: complete the return, refund, then use Report buyer in the return. If eBay finds the claim was false, it may pay up to $6 toward the return label (credited within 60 days), removes related negative or neutral feedback, and doesn't count the return in your "not as described" rate.
The buyer sent back a different item, or nothing
"Returning an item other than the original item received" and falsely claiming an item wasn't as described are both listed in eBay's abusive buyer policy. Report the buyer and describe clearly what happened. When eBay finds abuse, it removes related negative or neutral feedback and defects, may limit that buyer's returns, and can suspend repeat abusers.
If the buyer never ships the item back, eBay may close the return once 15 business days pass without any sign it's on its way.
What eBay looks at when it decides
When eBay steps in on a "not as described" case, it checks:
- whether both of you met your return requirements (you responded in time, gave a label, refunded on time; the buyer used the label and returned the item in the same condition)
- whether your listing broke eBay policy
- whether the item can be shipped back
- proof the return was delivered: tracked, showing the delivery date and a city or ZIP that matches your return address, and signature confirmation for items of $750 or more
So the seller who wins usually has: a listing that describes flaws in words and photos, a return address set in My eBay, an answer inside 3 business days, the return label provided, and a refund sent within 2 business days of the item arriving.
Checklist to get fewer cases
- Describe every flaw in the text and show it in a photo
- Choose the condition carefully ("for parts or not working" if it is)
- Set your return address in My eBay
- Ship with tracking, and signature confirmation at $750 and up
- Consider 30-day free returns: it costs you some return labels, but it unlocks the used-or-damaged deduction for sellers who aren't Below Standard
- Answer every return request within 3 business days
- Refund within 2 business days of the item arriving, on eBay, not outside it
FAQ
Do I have to accept a return on eBay if I say no returns?
Only if the buyer says the item arrived damaged, is the wrong item or doesn't match the listing. Then eBay's Money Back Guarantee applies and you must accept it. If the buyer just changed their mind, you can decline.
Who pays return shipping for "not as described" on eBay?
The seller. You must provide a label or another return method the buyer accepts; eBay may give the buyer a label and charge you.
Can I offer a partial refund instead of a return?
Yes, once per return. The buyer keeps the item if they accept, and can also reject it.
Can I deduct from the refund if the item comes back used?
Up to 50%, if you're Top Rated with 30-day returns, or not Below Standard with free returns, and you report the buyer and refund within 2 business days. Not if eBay has already stepped in.
Does a "not as described" return hurt my account if I resolved it?
It still counts in your "not as described" rate, which eBay compares with similar sellers each month. It doesn't count as a case closed without seller resolution, and you keep your fee credits.
How long do I have to respond to an eBay return request?
3 business days. After that, the buyer can ask eBay to step in, and if you haven't responded eBay may refund the buyer and bill you.
Can I appeal an eBay case decision?
Yes, within 30 calendar days of the decision. eBay may ask for more documents.
Sources
- eBay, eBay Money Back Guarantee policy (coverage, time frames, return requirements, appeals), read October 23, 2026: https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
- eBay, How to handle a return request as a seller (options, partial refund, deduction guide), read October 23, 2026: https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
- eBay, Seller protections, read October 23, 2026: https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345
- eBay, Condition of returned items policy: https://www.ebay.com/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763
- eBay, Fee credits, read October 23, 2026: https://www.ebay.com/help/selling/fees-credits-invoices/fee-credits?id=4128
- eBay, Service metrics policy, read October 23, 2026: https://www.ebay.com/help/policies/selling-policies/service-metrics-policy?id=4769
- eBay, Abusive buyer policy: https://www.ebay.com/help/policies/rules-policies-buyers/abusive-buyer-policy?id=4374
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