How to avoid "not as described" returns on eBay

A seller's checklist for used items — written so the buyer gets exactly what they expected.

Short answer: most "item not as described" returns happen because something the buyer cared about wasn't in the listing — a scratch that only shows in daylight, a missing charger, a size that runs small, a button that sticks. You avoid them by stating the condition grade honestly, photographing and naming every flaw, listing what is and isn't included, giving real measurements for clothing and shoes, and saying exactly how you tested that it works. Below is the checklist, and why each item matters.

Why "not as described" is the return you can't opt out of

Setting your listing to "no returns" only covers buyers who change their mind. If a buyer says the item doesn't match the listing, eBay's Money Back Guarantee lets them open a return anyway, and in that case the seller usually pays the return shipping. If you can't resolve it, eBay can step in and decide. So the only reliable protection is a listing that is accurate and complete — one where any disagreement can be settled by pointing at your own photos and words.

It's also worth knowing that buyers don't read listings the way sellers write them. They look at photos first, the condition label second, and skim the description. If a flaw is only mentioned in paragraph four, assume they didn't see it.

The 10-point checklist

1. Pick the condition grade honestly — then explain it. "Used" covers everything from almost-new to heavily worn. Choose the grade eBay offers for your category, and add one sentence saying what it means for this item: "Light scuffs on the corners, screen has no scratches."
2. Never call it "new" if it has a flaw. "New" and "new with defects / open box" are different promises. If the box is opened or anything is marked, say so.
3. Photograph every flaw, close up, in daylight. A flaw that's in a photo is a flaw the buyer accepted. Add a coin or ruler for scale if size matters.
4. Name each flaw in words too. "Small dent on the back left edge (photo 6)". Photos plus words is much harder to dispute than either alone.
5. Say how you tested it — or that you didn't. "Powered on, played a game for 20 minutes, all buttons work" is a fact the buyer can check. If you couldn't test it, write "untested" and price it that way. Don't write "works great" if you didn't try.
6. If it doesn't work, sell it "for parts or not working". Don't list a broken item as "used" with a note in the description. That's the single fastest way to a forced return.
7. List what's included — and what isn't. Charger, cables, case, box, manuals, remote, batteries, original tags. "No charger included" in the first lines saves a lot of messages.
8. Give real measurements for clothing and shoes. Labeled sizes vary by brand and era. Measure pit-to-pit, length, inseam, waist laid flat, or insole length for shoes, and state the tag size separately.
9. Mention smells and storage. Smoke, pets, perfume, mustiness — buyers treat these as "not as described" if they weren't mentioned. "From a smoke-free, pet-free home" only if it's true.
10. Check your listing against itself before posting. Contradictions are what disputes are made of: condition says "New" but the description mentions a scratch; the title says "working" but the description says "untested". Read the title, the condition field and the description side by side.

Writing the description: a template

A short, structured description is easier for buyers to scan and easier for you to point to later. Something like:

Condition: Used — good. Light wear on the corners, screen has no scratches.
Tested: Powers on, all buttons and the speaker work. Battery holds a charge for about a day.
Flaws: Small scuff on the back (photo 5). Tiny chip on the bottom-left corner (photo 6).
Included: Phone and original box. Not included: charger, cable, earphones.
Bought: around 2021.

That's it. No adjectives doing the work — just facts the buyer can compare with what arrives.

Photos that prevent returns

• Front, back, sides, top, bottom. For electronics, add the screen turned on.
• Labels and model numbers. They settle "is this the right version?" questions.
• Every flaw, close up. Then one wider shot so the buyer can see where it is.
• Natural light, plain background, no filters. Color is a common complaint for clothing; filters make it worse.
• Everything that's included, together in one shot. It doubles as your proof of what you sent.

Pricing honestly helps too

Buyers judge condition against price. If your item is priced like a near-mint example but arrives with visible wear, they feel misled even if the flaw was mentioned. Look at what similar items in similar condition actually sold for — not just what's listed — and price inside that range. An item that's described accurately and priced fairly rarely comes back.

Before you hit "list": a 60-second check

• Does the condition grade match the description?
• Is every flaw in a photo and in words?
• Did you say how you tested it (or that it's untested)?
• Did you list what is and isn't included?
• For clothing and shoes: measurements, not just the tag size?
• Is the price in line with similar items that actually sold?

This guide is general information about selling on eBay, not legal advice. eBay's policies change; check eBay's own help pages for the current rules in your country.