Ebay Buyer wants refund but I think she is pulling a fast one.

Pennylane

Sold a new item(notags) onEbay.  Buyer now saying it has marks and cotton hanging. I asked for photos. Myself and husband have examined photo and can see no marks at all and as for the thread, it isn’t there on the listing photo.  I have 100% positive feedback over many years and told her we can’t see any marks but she is ignoring my comments and insisting on a refund.  

Fair dos if it is genuinely faulty but I think she is pulling a fast one.  How shall I proceed?  I would really like to speak to someone at Ebay but can’t find a number.  

 

soolin

Has a case been opened as that makes a lot of difference to the next step. 

Pennylane

Looks like it.  She has asked me to send a pre paid label to return item. She has also attached extra photos for Ebay  where she has clearly unpicked stitching!  I am scrupulous about what I sell and how I post it and would never send anything like that, particularly as it is brandnew.  Thanks for replying. 

goodfella66

Brought it, worn it, no further need for it, return it for full refund. Ebay's full of them. That's why I got out of selling clothes years ago.

soolin

Pennylane said:

Looks like it.  She has asked me to send a pre paid label to return item. She has also attached extra photos for Ebay  where she has clearly unpicked stitching!  I am scrupulous about what I sell and how I post it and would never send anything like that, particularly as it is brandnew.  Thanks for replying. 

You need to know if a case has been opened, it isn't always obvious on some dashboards but a good place to start is via your messages on ebay- is there anything to say a dialogue or case has been opened and your funds held? 

Another way to check quickly is to go into your payment summary and see if it shows funds are being held. If it does then a case has been opened and you are time limited in your response. If not all you can do really is tell them if they aren't happy with the item that they would need to open a case with ebay for assessment. (or similar wording). I n reality you can't do anything about an open case, but very often if a buyer returns a lot they are reluctant to open a case and will often give up if seller won't just send a label for the return.

Whether or not a case is open though is the most urgent thing here. 

Pennylane

Yes, a case is open and Ebay have said funds are stopped.

I am annoyed because there seems to be no place for me to have my say.  

soolin

Pennylane said:

Yes, a case is open and Ebay have said funds are stopped.

I am annoyed because there seems to be no place for me to have my say.  

In that case all you can do is agree to the return. Ebay say an appeal is possible once item is back with you, but I rarely ever hear of anyone other than a big power seller actually winning an appeal easily.

You will need to use the case to allow ebay to send a return label (unfortunately you will end up paying for this). Buyer then has a fairly long period of time in which to return, if they don't return then the case is closed in your favour, if they do return then you have to refund in full within 2 days of receipt. At that point ebay will refund the buyer and cancel the sale and all of your FVF will be returned (although of course with clothes there weren't any) .

If you ignore the case then buyer gets the item and you still lose the money and get a seller strike. 

Pennylane

Everything is in her favour then. 😡

Pennylane

Update.  I sent a label straightaway and was told the buyer had 14 days to return the item so I was hanging on to see if it came back by next week.  Tonight I got an email from Ebay saying the buyer has asked them to look into the case.  Then I got another saying they had come out in her favour and given her a full refund as she had returned it.  It certainly never came to our house!  There was an option to get Ebaytocall me and a lovely guy did.  

I said I was glad of the chance to finally give my side of things.  He then said he could see a problem.  It had been delivered by a sorting office in another county and left outside but the tracking  number was not correct. He then said the person who refunded her was going to be reported by him as this was clearly an error and there was no evidence she had posted it.  What a mess!

He has refunded me in full but she still has the item so he says to look on it as a successful sale.  He gave me a number I can always ring if I have a problem.  He said he will issue her a warning.  I have since realised they charged me for the return label so they will be hearing from me. 

TripleH

Keep an eye out for feedback left as they may try to leave negative feedback (which you can ask to be removed).

It looks like something fishy happened here from what you posted.