Can a seller win a SNAD case?

elliemoo

Can a seller win a SNAD case?

I sold an item, brand new, sealed in cellophane £56 free postage.

A few days after buyer received they messaged saying they had received the wrong item, included a photograph of an item they said was inside the sealed box, it was a cosmetic product. SNAD opened, I accepted return and have recived an item. Ebay have refunded and denied my appeal saying they weren't there when the package was opened so I could be lying.

Spoke to customer services they said I could still appeal and would send me information in an email. The information in the email is some poorly worded statement I have to take to the police to have signed.

Is this my only means of stopping the refund?

I am a private seller.

Thanks

custardy

What evidence have you supplied to prove your side?

elliemoo

custardy wrote: »

What evidence have you supplied to prove your side?

I only have photographs, those in the original listing and those of the received item, but customer sevices have said "I have no doubt that you have listed this completely as described but please understand we did not see the condition of the item when it was received by the buyer vs how it was returned, we must remain impartial and having the buyer return the item in exchange for a full refund was the best resolution from our point of view."

What other proof can I send them?

Undervalued

elliemoo wrote: »

I only have photographs, those in the original listing and those of the received item, but customer sevices have said "I have no doubt that you have listed this completely as described but please understand we did not see the condition of the item when it was received by the buyer vs how it was returned, we must remain impartial and having the buyer return the item in exchange for a full refund was the best resolution from our point of view."

What other proof can I send them?

I don't see how you can prove it.

In a way this is rather like a buyer claiming something arrived damaged inside an apparently undamaged parcel. There are three possibilities......

The seller pulled a fast one and deliberately sent a damaged item.

or

It was damaged in transit (despite no obvious damage to the box)

or

The buyer damaged it after delivery (either accidentally or on purpose)

None of these can be proved. If it went to court the judge would have to decide, on the balance of probabilities, who he believed.

elliemoo

Undervalued wrote: »

I don't see how you can prove it.

In a way this is rather like a buyer claiming something arrived damaged inside an apparently undamaged parcel. There are three possibilities......

The seller pulled a fast one and deliberately sent a damaged item.

or

It was damaged in transit (despite no obvious damage to the box)

or

The buyer damaged it after delivery (either accidentally or on purpose)

None of these can be proved.

Yes that could be said about anything sold on ebay, unless it has specific serial numbers or part numbers.

I sold an item that was sealed in its original cellophane boxed packaging, the buyer has swapped it and returned the swapped item in the box, minus the cellophane. I'm left scammed.

custardy

elliemoo wrote: »

Yes that could be said about anything sold on ebay, unless it has specific serial numbers or part numbers.

I sold an item that was sealed in its original cellophane boxed packaging, the buyer has swapped it and returned the swapped item in the box, minus the cellophane. I'm left scammed.

Yup,so how do you convince Ebay you are in the right and the buyer isnt?

elliemoo

custardy wrote: »

Yup,so how do you convince Ebay you are in the right and the buyer isnt?

I dont know, thats why Ive asked?

Undervalued

elliemoo wrote: »

Yes that could be said about anything sold on ebay, unless it has specific serial numbers or part numbers.

I sold an item that was sealed in its original cellophane boxed packaging, the buyer has swapped it and returned the swapped item in the box, minus the cellophane. I'm left scammed.

I'm sure you are and variations on this must sadly happen regularly in distance selling. It is the distance selling equivalent of shoplifting.

The only difference in your case is that an intermediary (eBay) is making the decisions, very largely on their terms which both parties have agreed to by using the service.

Short of taking eBay to court there is nothing you can do.

the_lunatic_is_in_my_head

Leave the buyer standard positive feedback, once 60 days have past leave a follow up saying "sorry again your item wasn't as described and had to be refunded".

D_M_E

Do any of your pics show a serial number on the item?

If so, there should be a different number on the returned item which you can point out to Ebay.

the_lunatic_is_in_my_head

D_M_E wrote: »

Do any of your pics show a serial number on the item?

If so, there should be a different number on the returned item which you can point out to Ebay.

eBay can't work on that basis, how do they know one serial number is the item the OP sent and the other the one the buyer returned?