Buyer not telling the truth - Please advise

A_Frayed_Knot

I sold an item, with a tag on it and enclosed the box which was flattened as it would have cost more postage.

The buyer has now requested a return - which I am happy to do, so long as it the same condition as sent.

The buyer is stating that there was no tag on the item and that there was no box included in the jiffy bag it was sent in.

I do not send my items in jiffy bags, and there was a tag attached and box included.

Where do I go from here?

theonlywayisup

Send the buyer a photo of the listing and ask them to check they have the right seller, you will be surprised how many of them complain to the wrong person! Describe your packing and make it a light hearted message so they don't feel too silly.

A_Frayed_Knot

Sent off a reply asking to check they had the correct seller and stated that the listing shows a tag/label and box.

I don't hold out much hope on this one, what do I do if they insist they have the correct seller?

theonlywayisup

I would cross that bridge when you come to it, really I get lots of these. Most don't reply, some apologise but I haven't had any continue after they realise.

Personally if they mention something (jiffy) which I know categorically can't be me, I send them detailed info on how it was packed. Explaining you don't use Jiffy would perhaps have helped.

A_Frayed_Knot

Yes, I did mention that I don't use jiffy bags, I use dark grey plastic mailing bags. But they did mention the item (for example) can I return the .... ????..... as it is too big.

theonlywayisup

Sorry, I'm a bit confused, is their reply that they want to return the item? If so, why don't you ask them if they can send you a photo of the issue as you may be able to resolve it without a return!

A_Frayed_Knot

They state the item is too big for them, I said I am quite happy to accept a return so long as the item is returned in the same condition it was sent - with tags and box.

They state there was no tag and no box !!!

JisforJennifer

The one thing you can do is ask the buyer to send a proof pic of the receipt, And check the weights. As if she say's there is no box the weights will be different, and eBay may deny her claim based on that reason.

Also, I believe you can charge a restocking fee is the item is returned in a different condition then sent.

Good luck

theonlywayisup

JisforJennifer wrote: »

The one thing you can do is ask the buyer to send a proof pic of the receipt, And check the weights. As if she say's there is no box the weights will be different, and eBay may deny her claim based on that reason.

Also, I believe you can charge a restocking fee is the item is returned in a different condition then sent.

Good luck

Restocking fees are not allowed.

Let's not get ahead of ourselves.

As a seller I would be asking for a photo rather than stipulating how an item is to be returned. If the buyer thinks you are the seller of the item they've received without a tag, they will dig their heels in.

Better to get a photo, of the item and packing if possible, to ascertain if you are the seller.

Then take it from there.

A_Frayed_Knot

Have asked for photos, and went onto case to send another message. It now states "return approved" and to confirm return address.

I did not accept/approve the return - so how did this happen?

soolin

A_Frayed_Knot wrote: »

Have asked for photos, and went onto case to send another message. It now states "return approved" and to confirm return address.

I did not accept/approve the return - so how did this happen?

If you are a business then a return is the buyers right, but they pay the postage . Wait and see what you get back.