How would you respond to this?!

celestius

Received this message from a buyer:

"Hello, I'd like to return the item I've recently purchased. Its clearly a duplicate and I have found a much better one for the same price"

By duplicate I assume she means a copy. My item is most certain NOT a copy and I have sold over 20 with no problems.

I have replied that she is welcome to a refund upon return, should I ask her to open a returns case so that i get my FVF back?
And should I refund her postage both ways as well to try and limit the damage?!

I have over 3000 positive feedback, to date no negs or neutrals but I fear my luck is about to change!

theonlywayisup

Personally I would just ask her to send it back and explain that as it is not a duplicate/copy you will only be refunding the original payment and not returns postage.

Unless it's expensive I would write off FVF as they are likely to refuse a cancellation. If you get them to open a case, they can still escalate after you have agreed a refund, so you could end up with a dash mark for nothing.

forgotmyname

I wouldnt mention the postage.

Just reply back saying it is genuine. Remind them to return it tracked to cover them against losses.

It may even cost them more with the postage charge than buying the other one.

Have you seen the item cheaper elsewhere? Much difference?

Maybe they got it 2nd hand?

peter_the_piper

Hope you get the right one back.

celestius

The item I sold is originally from a High Street Store, I have not seen it anywhere else, it has the Store name and barcode on the tags and Store name on the inside care label.

Buyer is pretty new to Ebay. Sigh.

I think she will have to send it back as a large parcel so it will cost her, I have a OBA so I pay for my parcels by weight not size, this is one of the larger items I sell.

Kite2010

Make sure you get the same one back, and they are not trying to pull a fast one by buying a broken item and trying to return that one