This buyer claimed a sealed, brand new limited edition DVD set had pixelation issues, damage to the packaging, and was non-functional. Before I had an opportunity to address this buyer's issues, a negative feedback had been left and a return had been opened.

I asked if this buyer might provide pictures of the damage but he claimed he did not possess a camera and stated to, and I quote, "forget about the return". Yet the case was left open and I was required to accept the return.

Upon receiving the item back, the DVD set was tested to be working and fully functional. There was no damage to the DVD set itself or any damage to the outer packaging. Only the shrink wrap had been removed and the DVDs had been watched. Despite claiming to have noticed some type of alleged "damage", the buyer opened the item and viewed it anyway.

I declined the full refund as I was forced to pay shipping both ways, and took the fight to eBay in the claims process to recoup fees for the loss.

Despite providing detailed pictures of the working item, eBay decides to side with the buyer regardless and I am out of money for shipping both ways.

In eBay's seller protection policy, it BLATANTLY states that a buyer is not entitled to a full refund of an item if the new item was found to be opened. The buyer in question stated that the item was opened and used directly in the case's chat itself, yet this buyer received a full refund regardless.

A few quotes regarding this seller refund policy DIRECTLY FROM EBAY ITSELF:

"It may only be used to recoup losses when an item is returned used or damaged."

"You can deduct up to 50% from the refund to recover the lost value of the item
We will work directly with the buyer to resolve any issues associated with the item being returned, including removing any negative and neutral feedback, defects, and open cases in service metrics."

Apparently, eBay now has the ability to ignore its own seller protection policies and refund the buyer regardless of what proof a seller provides in their defense. Hilariously enough, I am a top rated seller and am supposed to receive additional protections stated in their policy which was also easily ignored.

I am now out of the money for shipping both ways, the buyer gets entitled to a full refund and this item can no longer be sold for its full value anywhere.

Appreciate it eBay!