paypal dispute what happens

fsdss

please help

i have sold a couple of used baby clothes. i advertised them as used and the other in good condition (this is my accurate belief). the buyer has received them and immediately emailed me to say that they are not in excellent condition as described, and have been worn and not like new.then the usual case "i haven't left feedback until you resolve" quote.i have double checked the listing and there is no mention of excellent in title nor like new. i have emailed her back on the same day and said that she has bought used clothing and that there is no mention of excellent / as new and that i stand by my description of clothes.

i heard nothing back then she files a claim back from paypal stating items not as describe - this time she's added - arrived filthy (not true as i was really careful and washed before posting), items not the same colour as described (advertised blue and clearly in the high resolution picture attached to auction it is blue) she's stating that they are white (definately navy blue). and seller unwilling to refund

i have responded to paypal stating that the items were described as in good condition and the other as used neither were advertised as new or like new. i have denied that i misled her (and this is an honest belief). however at the end of the lengthy response i have stated that (without agreeing to her view) i will refund the buyer if she returns the items to me minus posting and packaging costs.
i have heard nothing and then she has escalated the complaint stating that i have not refunded her (its been 7 days since her original complaint), and i have not received the items back ....and she keeps mentioning that she has almost 200 feeback (5 negs total) hasnt left feedback yet etc..
i have responded "when i get the items back then your refund will appear"

what will happen next? how will paypal deal with this? i am worried as i think that she is trying it on, shes intimating that i am not returning her emails (but i've only had one) and have responded to her complaint via paypal on the same day that it has arrived

frivolous_fay

She does sound like she's confused, or trying it on. You've done everything I would have.

With luck paypal will read the auction and see that you never said the items were new... if they decide in the buyer's favour, I would get on the phone to paypal.

Either way, paypal will very probably insist that the buyer returns the items to you by trackable means before you are obliged to refund.

Another thought would be to pull her details and ring her... ask her if she's mixing up her listings? Did she buy 'new' clothes around the same time as she bought yours?

hewlett

my advise is to ride it out , i had the same sort of thing happen to me , i sold a printer and the buyer came back after 2 weeks claiming it didnt work , then 3 months later he claimed to have sent it to an expert, his emails to me and ebay were lies ( complete ) . let it resolve itself and dont worry just think like dr pepper

fsdss

frivolous_fay wrote:

Another thought would be to pull her details and ring her... ask her if she's mixing up her listings? Did she buy 'new' clothes around the same time as she bought yours?

she has bought other items at the same time, mainly new items however in her lengthy paypal complaint she has described my items i have sold her and confirmed the designer labels
i've had a friend round who has about 400 fb, to look at the complaint (she's never had one) and has double checked my basic listing which i said earlier clearly states in used condition and the other in good condition.
on the buyers recent post on paypal it is becoming more apparrant that shes not reading my responses correctly (or unable to for some kind of reason) as i have clearly stated "when items are returned back to me i will refund minus p&p"
.....so buyer escalates it stating "no refund received - seller unwilling to help"

i dont want to ring her - and dont want to get into an argument as we both think we're right. i was just concerned that paypal will side with the buyer without investigating it as its low cost items (£5+p&p).

richt71

fsdss wrote:

she has bought other items at the same time, mainly new items however in her lengthy paypal complaint she has described my items i have sold her and confirmed the designer labels
i've had a friend round who has about 400 fb, to look at the complaint (she's never had one) and has double checked my basic listing which i said earlier clearly states in used condition and the other in good condition.
on the buyers recent post on paypal it is becoming more apparrant that shes not reading my responses correctly (or unable to for some kind of reason) as i have clearly stated "when items are returned back to me i will refund minus p&p"
.....so buyer escalates it stating "no refund received - seller unwilling to help"

i dont want to ring her - and dont want to get into an argument as we both think we're right. i was just concerned that paypal will side with the buyer without investigating it as its low cost items (£5+p&p).

I think you'll find that paypal will not get involved in this. I had 2 similar complaints the quality of the products I recieved and both times paypal have declined my part refund as they stated they do not get involved in whether the quality was as stated. They suggested they mainly refund/part refund for non delivered or missing parts only.

uktim29

Paypal will in my experience look at it in a non biased way. I've had 7 or 8 not as described disputes and won them all. I just provided paypal with any information they required.

She sounds like she's trying it on, theres loads like that. She probably just assumes the customer will be favoured. I'd just wait and see. But don't let her get away with anything! If you refund make she returns them in the condition you sent and that she pays for any postage required.

A lot of people who try things on do it hopeing if their loud enough (even make things up!) that the other will back down. Just stand your ground. There are I recon twice as many con-artist customers out there than sellers!

isayoldchap

uktim29 wrote:

Paypal will in my experience look at it in a non biased way. I've had 7 or 8 not as described disputes and won them all. I just provided paypal with any information they required.

She sounds like she's trying it on, theres loads like that. She probably just assumes the customer will be favoured. I'd just wait and see. But don't let her get away with anything! If you refund make she returns them in the condition you sent and that she pays for any postage required.

A lot of people who try things on do it hopeing if their loud enough (even make things up!) that the other will back down. Just stand your ground. There are I recon twice as many con-artist customers out there than sellers!

Welcome to MSE.I guess that would be quite a few thousand sellers then?
I then double it if you have an approximate figure:rotfl:

uktim29

I get that from having around twice as many problems with buyers than sellers;-)

And from reading very many eBay forums this doesn't seem unusual.