What if an eBay buyer returned a different item?

What does INAD mean on an eBay return?

INAD is the short name sellers use for “item not as described”. eBay’s returns page does not need you to know the initials. It talks about an item that arrives damaged, does not match the listing, or is the wrong item.

In those cases eBay says you will generally need to accept the return. You can still refuse a return where the buyer changed their mind, or ordered the wrong thing themselves, unless your own returns setting says you accept those.

If the eBay Money Back Guarantee covers a claim that the item arrived damaged or does not match the listing, eBay says you have to accept the return even when the listing says no returns.

eBay’s returns help page says you can choose whether to accept a return if the buyer changes their mind. If the item arrives damaged, does not match the listing, or the buyer receives the wrong item, you will generally need to accept the return. If the purchase is covered by the eBay Money Back Guarantee and the buyer says it arrived damaged or does not match the listing, you have to accept the return even if the listing says no returns. You have 3 business days to respond. If you do not, eBay may refund the buyer and seek the money from you without requiring the item to be returned. Source

How long do I have to answer the request?

Three business days. eBay emails you and messages you in eBay. If you do not respond, eBay may refund the buyer and seek that money from you without getting the item back.

The buyer-facing Money Back Guarantee page tells the buyer to contact you within 30 days of the actual or estimated delivery date. If you cannot agree after 3 business days, the buyer can ask eBay to step in. That page says the buyer should hear within 48 hours.

Reply inside the return. A separate chat is easy to lose.

eBay’s returns help page says you can choose whether to accept a return if the buyer changes their mind. If the item arrives damaged, does not match the listing, or the buyer receives the wrong item, you will generally need to accept the return. If the purchase is covered by the eBay Money Back Guarantee and the buyer says it arrived damaged or does not match the listing, you have to accept the return even if the listing says no returns. You have 3 business days to respond. If you do not, eBay may refund the buyer and seek the money from you without requiring the item to be returned. Source

eBay’s Money Back Guarantee page says that if an order has not arrived or is not as described, the buyer contacts the seller within 30 days of the actual or estimated delivery date. If there is no agreement after 3 business days, the buyer can ask eBay to help. That page says the buyer can expect to hear within 48 hours. Source

What if the buyer returned a different item?

Look at the parcel before you refund.

eBay says the buyer should return the item in the same condition, and pack it so the journey does not damage it. If it comes back used or damaged, you may be able to deduct an amount from the refund for the loss in the item’s value.

A completely different item is a step further than ordinary wear. Tell eBay in the return, with photos of what you sent and what came back, and ask eBay to step in if you cannot agree. The help page does not describe a separate form, and it does not give a rate for how often a swap happens. Do not invent one.

If nothing shows as posted after 15 business days, eBay may close the return. Some returns stay open for up to 35 business days.

eBay’s returns help page says the buyer should return the item in the same condition. If it comes back used or damaged, you may qualify to deduct an amount from the refund to cover the loss in the item’s value. If there is no sign the return is on its way after 15 business days, eBay may close the return. Some returns can stay open for up to 35 business days. Source

What should I photograph?

Photograph the item you send, including serial numbers on anything valuable, and the sealed parcel. When a return arrives, photograph the label and the contents before you throw packaging away.

Videos are useful evidence. They are not a rule eBay states on the returns page checked here. The messages and photos inside the return are what that page points you to.

Read marketplace scams and chargeback records for the general habits. Those pages are not eBay’s policy.

eBay’s returns help page says the buyer should return the item in the same condition. If it comes back used or damaged, you may qualify to deduct an amount from the refund to cover the loss in the item’s value. If there is no sign the return is on its way after 15 business days, eBay may close the return. Some returns can stay open for up to 35 business days. Source

What happens to the money while this is open?

An open return is one of the reasons eBay describes for holding funds. Do not refund in a private transfer on top of the eBay case.

On SilentSale®, Stripe processes the payment and holds the funds until the order is complete. Buyer and seller each contribute £0.30 + 3% of the item price to SilentCover® (£0.60 each on a £10 item), a discretionary protection service. On tracked Shipping there are 72 hours after delivery to report an issue. That does not mean a disagreement cannot be opened. It means the payout waits until the order completes.

Read selling fees compared, how you get paid and SilentSale® and eBay. The payout clocks are in why eBay is holding my money.

Stripe processes payments and holds funds until the order completes.

For Shipping, report problems within 72 hours after confirmed delivery, or the collection scan for a locker or parcel-shop order. Confirming receipt closes the window early, so inspect first.