Buyer contacts after 15 months with probllem

Flyonthewall

BigSister2008 wrote: »

thanks

he just messaged me to say he sent it back yesterday so will wait and see

Make sure you have the item back and it's as you sent it before refunding him. Don't feel forced to refund if not. Ebay won't force it as he can't possibly have opened a case and it's been far too long.

Also remember that you only have to refund the original payment and not return postage.

It'll be surprising if he does send it back though, most buyers aren't so trusting. Unless he thinks ebay will side with him if there's any problems...what's more likely is that he's telling you that in the hope that you'll refund straight away and really he hasn't sent it back.

BigSister2008

that what i thought flyonthewall

he hasnt opened a case but now its always on my mind when i turn pc on lol

i assume he has sent it tracked if at all, as i did reply and ask him when it was sent but funnily enough no reply and obv ebay will rewuire his tracking etc etc

hollydays

I sold someone an item I knew was genuine as I bought it from the manufacturers staff shop. When he insisted it was fake eBay required him to prove it wasn't. He left me bad feedback ( which I got removed ) saying I'd twisted things.
It makes sense that the aggrieved party has to prove it otherwise any stroppy buyer could just throw in the " it's fake" card.

Flyonthewall

BigSister2008 wrote: »

that what i thought flyonthewall

he hasnt opened a case but now its always on my mind when i turn pc on lol

i assume he has sent it tracked if at all, as i did reply and ask him when it was sent but funnily enough no reply and obv ebay will rewuire his tracking etc etc

He hasn't opened one because he can't.

There's nothing to worry about (he can't do anything) so try not to think about it too much about it and don't bother replying to him again. See if it turns up sometime over the next week. If it doesn't just completely forget about it and ignore any future messages if the buyer sends any.

If it does arrive check the item over. If it's as you sent it refund what the buyer originally paid.

If it's not in the same condition then don't refund. Or you could offer a partial refund if you wanted.

And don't forget to add the buyer to your block list if you haven't already.

hollydays wrote: »

I sold someone an item I knew was genuine as I bought it from the manufacturers staff shop. When he insisted it was fake eBay required him to prove it wasn't. He left me bad feedback ( which I got removed ) saying I'd twisted things.
It makes sense that the aggrieved party has to prove it otherwise any stroppy buyer could just throw in the " it's fake" card.

Exactly. Bit odd that ebay said otherwise, but they do things like that all the time sadly. Not that it matters anyway in this case.

lumi

How long after purchase do ebay buyers have to file a complaint like this? I've had a buyer message me today to say that the item I sold them was fake and that they want a refund. The item was NOT fake and I sent it in the original, unopened packaging. They claim to work for the brand so know 'for a fact' that what I sent isn't genuine which seems odd o me as surely you'd buy direct from your company rather than save a few £££? Have checked their previous feedback and it's all positive.

But my item was genuine and in original, unopened packaging so I am very annoyed and feel like this person is trying it on. If they do open a complaint and ebay side with the buyer, can they take the money from my PayPal without my consent?

Flyonthewall

lumi wrote: »

How long after purchase do ebay buyers have to file a complaint like this? I've had a buyer message me today to say that the item I sold them was fake and that they want a refund. The item was NOT fake and I sent it in the original, unopened packaging. They claim to work for the brand so know 'for a fact' that what I sent isn't genuine which seems odd o me as surely you'd buy direct from your company rather than save a few £££? Have checked their previous feedback and it's all positive.

Ebay state "A buyer must request a return no later than 30 days after the actual (or latest estimated) delivery date, or, if the seller’s return window is longer, within the return window."

Paypal is 180 days.

They're probably saying that to make it look like they know what they're talking about and convince you they're right, possibly hoping that you'll refund without expecting a return.

Whether true or not, they need official proof the item is fake for ebay to side with them on that. They may just claim not as described though instead of stating fake.

But my item was genuine and in original, unopened packaging so I am very annoyed and feel like this person is trying it on. If they do open a complaint and ebay side with the buyer, can they take the money from my PayPal without my consent?

Yes. Ebay can and will.

You can tell them to return for a refund. I assume you're a private buyer so no law says you have to pay return postage, nor do you have to accept it back if they've just changed their minds.

If they claim it's fake they need official proof as I said above.

Course if it's been too long and they can't open a case just ignore them as advised previously in this thread.

lumi

Thanks for the reply. I couldn't seem to find that info when searching ebay. It is still within 30 days so they could file a complaint. My listing was 'no returns accepted' so they can't ask for a return simply by changing their mind (which is probably why they are claiming it is fake as I guess there are different rules then).

I am a private buyer but as I stated 'no returns' and I don't wish to provide my home address to this person, I don't want to suggest a return.

They won't be able to claim 'not as described' though as my description matches what the brand themselves say and my photos are of the exact same item (I had purchased multiple).

I have said that I will provide my proof of purchase to ebay staff but don't wish to give it to the buyer as it has my personal details on it. SO far though, they haven't lodged an official complaint. Just these messages saying the item is fake which were sent using the ebay feature for questions about an item.

Will just wait and see, I guess. They certainly won't be able to prove it is fake given that it isn't so hopefully ebay won't side with the buyer on this one.

Flyonthewall

lumi wrote: »

Thanks for the reply. I couldn't seem to find that info when searching ebay. It is still within 30 days so they could file a complaint. My listing was 'no returns accepted' so they can't ask for a return simply by changing their mind (which is probably why they are claiming it is fake as I guess there are different rules then).

I am a private buyer but as I stated 'no returns' and I don't wish to provide my home address to this person, I don't want to suggest a return.

They won't be able to claim 'not as described' though as my description matches what the brand themselves say and my photos are of the exact same item (I had purchased multiple).

I have said that I will provide my proof of purchase to ebay staff but don't wish to give it to the buyer as it has my personal details on it. SO far though, they haven't lodged an official complaint. Just these messages saying the item is fake which were sent using the ebay feature for questions about an item.

Will just wait and see, I guess. They certainly won't be able to prove it is fake given that it isn't so hopefully ebay won't side with the buyer on this one.

No returns means nothing aside from they can't return if they change their minds. You're better off accepting a return if they oen a case otherwise ebay will tell them to return for a refund and you risk negative feedback and low stars (which you may get anyway, but it's more likely if you refuse to do anything). I think you'll also get a defect.

When you send an item you should put your address on it in case it can't be delivered and has to be returned to you. So if you do that they may already have an address for you. If you don't you'll have to hope nothing is ever undelivered.

There is nothing to stop them claiming not as described. Doesn't matter that it is they'll find an excuse and ebay will say return for a refund.

Can you not block out personal details before sending it to the buyer?

lumi

Too late to block my personal details and show them my proof of purchase as not long after I posted here, they sent a formal return request. 10 minutes before that they messaged me asking for the receipt and said that they purchased my item to sell to their customer as their company (the brand of my item) was out of stock. Smells of dishonesty to me as no company would buy their own product from ebay to then sell to their direct customers!

In all honesty, it has put me off selling on ebay and I think I will just forfeit the £15 if ebay force me to refund it. I'm not so worried about negative feedback if ebay does side with the buyer as I don't think I'll sell (or buy) on ebay again. I find it rather unfair that a buyer can make up any range of excuses without evidence and cheat sellers. I've always made sure I have proof of postage to cover myself but it's not really worth it if dishonest buyers can so easily win by making up lies.

Flyonthewall

lumi wrote: »

Too late to block my personal details and show them my proof of purchase as not long after I posted here, they sent a formal return request. 10 minutes before that they messaged me asking for the receipt and said that they purchased my item to sell to their customer as their company (the brand of my item) was out of stock. Smells of dishonesty to me as no company would buy their own product from ebay to then sell to their direct customers!

You can not block your personal details. Buyers can request sellers details. You can still show them the proof of purchase.

Agreed, especially as I'm guessing haven't used a business account and no company should expect their staff members to use personal accounts to buy items they have no stock of.

In all honesty, it has put me off selling on ebay and I think I will just forfeit the £15 if ebay force me to refund it. I'm not so worried about negative feedback if ebay does side with the buyer as I don't think I'll sell (or buy) on ebay again. I find it rather unfair that a buyer can make up any range of excuses without evidence and cheat sellers. I've always made sure I have proof of postage to cover myself but it's not really worth it if dishonest buyers can so easily win by making up lies.

Personally, I wouldn't want to give into the buyer when they're trying to get a refund by claiming a real item is fake. I'd ask for the item to be returned for a refund. That way the buyer can't possibly end up with the item and money (which isn't fair) and if you tell them to return for a refund you may find they don't bother.

You've nothing to lose by telling them to return for a refund and providing proof of purchase. As a private seller you don't have to pay return postage so the buyer may realise it'll cost them to return (or they'll have to ask ebay and hope for a returns label), that they can't get away with claiming it's fake and they may just close the case.