Supposed Counterfeit Item

mimi1234

Hi all,

May I have some advice.

My Mom and my Aunt had birthdays recently, so I bought some expensive skincare sets (£130 each) for them from Debenhams. Both sets had a free gift with them which they did not want, so I split them up and put them on eBay.

Some things have sold and positive feedback received. One item sold, the buyer has received it, is accusing me of selling counterfeit products and demanded a full cash refund. She is saying the top on the product should be silver, which it is so I am not sure what she is not happy about.

Do I just give her a refund? I KNOW for a fact that the item is genuine. I got it from the counter at Debenhams and I doubt they would sell counterfeit items there.

She also said that if I do not refund her asap, she will leave me negative feedback.

I'm tempted to tell her to stuff it and I will go for the negative feedback. I don't like being accused of being a fraud. How dare she. But at the same time, I don't want to be a nasty seller who is well....nasty.

Please can someone help me out.

peter_the_piper

If you do decide to refund, only do so after returning the item.

Flyonthewall

Ask her to return the item for a refund if she's not happy. If you have a receipt you could offer to scan that in and send it to show the item is genuine, but I get the feeling she's trying to scam a free item so I'd just tell her to return it for a refund.

Do not refund unless she returns the item.

pinkshoes

Clearly a scammer, and as she has threatened a neg, then if she does leave one, you can hopefully get it removed.

Tell her that it was bought from Debenhams, you have a receipt, and if she is not happy for it, return it and you will refund her.

mum2one

Shes obviously realised that the item was a free gift (thou u paid a fair wack in the 1st place), she' chancing her luck.

Offer to refund her, provided the item is returned to you in the same condition and by a trackable post.

Good luck xx

mimi1234

Thanks all. I ran it past eBay as well and they have taken action as she said negative feedback would be left if I did not do what she told me to. Apparently, they have temporarily suspended her account.

She is playing nasty now as she has run to PayPal and they have put a temporary hold on the amount she paid. What do I do now? Or has it been taken out of my hands as I know PayPal almost always side with the buyer.

theonlywayisup

mimi1234 wrote: »

Thanks all. I ran it past eBay as well and they have taken action as she said negative feedback would be left if I did not do what she told me to. Apparently, they have temporarily suspended her account.

She is playing nasty now as she has run to PayPal and they have put a temporary hold on the amount she paid. What do I do now? Or has it been taken out of my hands as I know PayPal almost always side with the buyer.

Has she opened a case on Paypal? If so, what does it say? Paypal are far more interested in evidence, they do not always side with a buyer.

mimi1234

It doesn't say a thing save that the payment is on hold and they will get in touch with me shortly. I have fired PayPal off a large email as I am super annoyed with her. Gosh. What a moose. Is this normal for people to do this?

ERICS_MUM

mimi1234 wrote: »

It doesn't say a thing save that the payment is on hold and they will get in touch with me shortly. I have fired PayPal off a large email as I am super annoyed with her. Gosh. What a moose. Is this normal for people to do this?

Not "normal" but people are like this (1) because they want something for nothing and (2) it's easy to be nasty to a stranger in electronic media, doesn't seem real to the sender, but ouch can it hurt the recipient if they are "normal".

theonlywayisup

mimi1234 wrote: »

It doesn't say a thing save that the payment is on hold and they will get in touch with me shortly. I have fired PayPal off a large email as I am super annoyed with her. Gosh. What a moose. Is this normal for people to do this?

Is it a case?

You say it doesn't say a thing but clearly it says the funds are held.

Are they held due to chargeback, dispute or what?

If you want directed help you need to do a bit of groundwork and say what the exact issue is.

mimi1234

No. Seriously it says temporary hold but that is all. There is a reference number but no information at all. In the past I remember someone opening a case and it said why. For example the item was not received and then it allowed me to reply to the buyer or PayPal and provide proof. This time it just says we will get in touch shortly. No mention of why funds are on hold or charge back etc.

Sorry if you think I am being lazy. It just doesn't say a thing that explains anything.