Trouble with sold item

misscampsxx

Hi everyone! Basically, I just sold my first item on ebay. It was an Emporio Armani body lotion that I got free with a purchase at Boots Chemist. Perfect condition, completely sealed, no damage to the packaging whatsoever. Sent it off yesterday and now the guy who purchased it has written to me claiming it wasn't sealed and the box has been opened! I mean, I can understand a bit of damage in the post but the seal just can't melt away! Anyway, he's asked for a refund but obviously, I'm really reluctant to accept the item back because I imagine it's likely that he opened it himself and I'll be unable to resell it.

I really don't know what to do. As I'm quite new to ebay, negative feedback would really damage my percentage and I can't help but feel that he's taking advantage because he can see I'm a new seller. Does anyone have any advice?

Thank you x

catmiaow

The problem is proving it was new and sealed when you sent it. Paypal tend you go in favour of the buyer in my experience. He could open a dispute and likely to win.

You could say to him that you know it was 100% sealed and you will contact Royal Mail for an investigation into the matter. He might not take it further if he thinks you can prove he is a liar.

If he still carries on, it might be worth suggesting he send it back to you(at his own cost) Paypal would insist of this anyway, If he were to open a dispute. You can check it yourself and if you feel your in the right let him open a dispute. Although you have to be prepared for the fact you might lose.

sjelton

HI there,

I would firstly ask the buyer if he would be willing to accept a partial refund (and he keep the item) because although you understand it was received in an opened state you know for sure that it left your hands in perfect condition, he may be willing to accept these terms.
If he wants a full refund, make sure he sends the item back to you, recorded delivery (you do not want it getting 'lost in the post') then explain that you will need to put a claim in with royal mail, tell him they may need information from him regarding this matter and you hope that will be acceptable (always be as nice, polite and friendly as you can even if the buyer is a nightmare, they can leave you negative feedback and you can not leave them anything other than possitive or none at all)
Do put in a claim with royal main, you will need to print off the Paypal payment evidence, Ebay item page and proof of postage.
Hopefully it will not take more than 14days to sort out but sadly you may lose out. Issue his refund (after you have the item) and even though you may want to rant and rave at him say Thank you very much to him and hope your next buyer is a little more honest.

frivolous_fay

Offering a partial refund (and him keeping the item) sounds too much like caving in and giving the guy a cheeky discount on no basis whatsoever.

If you're new to ebay, you don't have much to lose - you can always start again with a new account if necessary.

Do you have photos of the sealed item? Anything indicating when you got it as a gift? (Mentioned on a receipt?)
Call his bluff.

jenniewb

have you had a look at this guys feedback? could be he has done this before. Not going to help you out here I know, but may put you in the picture.

I hate ebay and paypal for this very reason: it favors everyone but the home seller!

I would second the others in suggesting it was sent back- which paypal will ask them to do, and it needs to be recorded so in all he looses the item, and the cost of recorded delivery for telling lies.

But just wondered, what if he sends something that is not the item? how do paypal know? he would have a recorded delivery item number plus a refund and you would have nothing/something useless, what if he posts back something that is not the thing he won? what happens then?

misscampsxx

Hey guys, thanks for your advice. Just to answer your questions, in the photo on the item listing, you can clearly see the cellophane seal so I could definitely mention that. Also, I did check his feedback and it's 100% positive!! But then, if he has done this to people before, the sellers wouldn't be able to give him negative feedback anyway.

I think I'm gonna start off by sending him a reply stating that it was in perfect condition when I sent it (got a photo) and I'll contact royal mail for an investigation. Hopefully this will call his bluff and put him off taking it further.

Thanks everyone! x

steviebabes

All buyers these days have 100% positive. You need to read some comments and have a look at feedback left for others.

sjelton

jenniewb wrote: »

have you had a look at this guys feedback? could be he has done this before. Not going to help you out here I know, but may put you in the picture.

I hate ebay and paypal for this very reason: it favors everyone but the home seller!

I would second the others in suggesting it was sent back- which paypal will ask them to do, and it needs to be recorded so in all he looses the item, and the cost of recorded delivery for telling lies.

But just wondered, what if he sends something that is not the item? how do paypal know? he would have a recorded delivery item number plus a refund and you would have nothing/something useless, what if he posts back something that is not the thing he won? what happens then?

:rotfl: would anyone really be that brazen? okay I guess the first thing would be that you wouldn't refund, I'd personally email him and tell him I was reporting him to ebay for fraud?? take a photo of the packaging and whatever item he did send if there was one, and tell him to go whistle for his refund he obviouslly was happy with the item sent after all....Then if he opened a dispute send both the photo to paypal that i used for my listing and photos of what was received back with a long account of the whole situation.
Paypal aren't always so bad, when I started out I was selling Jewellery, I had a customer from Germany claim that she received empty packaging (all packaged and complete but no earings inside the box which was also wrapped in parcel wrap) and I remember being very worried she would win but Paypal sided with me on this one after I explained that I personaly check every item and why would I send empty packaging all the way to Germany signed for at that!
Some people really do try it on :rotfl:

grannybiker

steviebabes wrote: »

All buyers these days have 100% positive. You need to read some comments and have a look at feedback left for others.

But there still wouldn't be any warning for other sellers as positive feedback with negative comments is one of the few feedbacks Ebay will remove.
Glad you have your own photo showing you item sealed OP. Perhaps you could remind your buyer of this?

geordieracer

send paypal a picture - but be aware you can get a stock picture off google for just about anything nowadays.

Just explain as said above. ask to send it back and you will investigate to see whether it was ripped open or the cellophane was just steamed open.
try and let him think that his attempt at a refund is futile and he may just giv e in and no pursuit it

pinkshoes

Did you send it recorded delivery, & that he signed for it to say it was in perfect condition when it arrived?

Scan a copy of the Boots receipt showing the item came free (i.e. a one off genuine item that you're not selling lots of), then you also have the listing photo clearly showing the seal intact, along with proof that the buyer signed for it saying it was received in good condition i.e. not opened.

That should at least give you a fighting chance!

They'd have to send it back at their own cost anyway, recorded delivery.