Returns and disputes

eBay UK: private or business seller?

If you're clearing out your own things, you're a private seller. On eBay you can say in your listing that you don't accept returns when a buyer simply changes their mind.

That doesn't cover everything. The eBay Money Back Guarantee still applies if an item doesn't arrive or isn't as described, even when your listing says no returns. Describe condition and flaws honestly and show them in the photos.

If you sell as a business (buying to resell, or making things to sell), consumer law gives buyers more rights. Under the Consumer Contracts Regulations, buyers can cancel a distance purchase within 14 days of receiving it, without giving a reason, and you refund within 14 days of getting the item back (or proof it was sent), including the original standard postage. Under the Consumer Rights Act, a faulty item can be rejected for a full refund within 30 days. eBay's business seller policy adds its own rules on top.

How an eBay “not as described” request works

• The buyer can open a request within 30 days of the actual or estimated delivery date, or within your own returns period if that's longer.
• You have 3 business days to respond. You can accept the return, offer a full or partial refund, or message the buyer to sort it out.
• If you don't respond, or you can't agree, the buyer can ask eBay to step in. eBay looks at the listing, the photos and the messages.
• Answer through the request itself so eBay can see what you've offered.

Vinted: Buyer Protection and disputes

• Orders paid with Buy now are covered by Vinted's Buyer Protection if the item doesn't arrive, is damaged in transit, or is significantly not as described. The buyer pays the Buyer Protection fee.
• Once the parcel is marked as delivered, the buyer has 2 days to report a problem (14 days when buying from a Pro seller). If they don't, or they confirm everything is OK, the order completes and you're paid.
• If the buyer reports an issue, the payment stays on hold while you sort it out in the order conversation. You might agree a return or a partial refund.
• If you can't agree, either of you can ask Vinted to step in. Vinted decides using the listing, photos and messages, so keep everything in the conversation.
• Payments outside Buy now have no protection at all.

Answering “item not as described” calmly

• Reply promptly and politely. Thank them for getting in touch, even if you think they're wrong.
• Ask for photos of the problem. It's a reasonable request and often clears up a misunderstanding.
• Compare with your listing: your photos, description and measurements are your best evidence.
• If it's a genuine mistake, a return or partial refund through the platform is usually quickest, and better for your feedback.
• If you think the claim is wrong, say so plainly and point to the listing. Don't argue or make accusations: the platform reads the conversation.
• Keep everything in the platform's messages, and never agree to refund outside it.
• On a return, photograph the parcel and the item as you unpack it, and check serial numbers or marks against your records.

When to involve the platform

• When you and the buyer can't agree after a couple of polite messages.
• When the buyer asks you to refund or talk outside the app, or threatens bad feedback to get a refund.
• When a returned item isn't the one you sent, or comes back damaged.
• When you think the claim is part of a scam: report it rather than refunding to make it go away.

Fragen

Do I have to accept returns as a private seller on eBay?

Not for a change of mind, if your listing says so. But the eBay Money Back Guarantee still covers items that don't arrive or aren't as described.

Does the 14-day cancellation right apply to me?

Only if you sell as a business. The Consumer Contracts Regulations give buyers 14 days to cancel distance purchases from traders, not from private individuals clearing out their own things.

How long does a Vinted buyer have to complain?

2 days after the parcel is marked as delivered (14 days when buying from a Pro seller). After that, or once they confirm everything's fine, the order completes.

Who pays return postage when an item isn't as described?

On eBay, the seller pays return postage when an item isn't as described. On Vinted, the return steps, including who pays, are shown in the order once a return is agreed. For change-of-mind returns it depends on your returns policy and, for business sellers, the law.

What evidence helps in a dispute?

Your listing photos and description, proof of postage and tracking, photos of the item packed, and the message history. SnapFlip's evidence pack gathers what you recorded for a sale onto one page you can print or save as a PDF.