Please help - upset

[MrsPatrickDempsey]

I sold a luxury designer bag on eBay (I have nearly 800 100% positive feedback so am not new to the process). I described and sent the original purchase receipt to the buyer but she is questioning the authenticity and wants a refund because it doesn't feel right. I do not think this reasonable. She has not provided any concrete reason why she thinks it's not real (prob because she can't as it is genuine) Not sure how to proceed ...

1. Do I have to refund?
   
   
2. If I refund I am surely out of pocket as I have paid PayPal and eBay fees.....
   
   What is the best thing to do? I have emailed and said I am prepared to prove purchase by sending my bank statement! I have also suggested she gets it authenticated. Help please!

[ScarlettInSpace]

Not sure best thing to do but beware as a common scam is to return fakes in place of real ones. Id almost guarantee the bag you get back won't be thd one you sent...

If I was you I'd say no as For all the reasons you said above you know this is genuine. Also maybe forward their query to eBay as a potential scammer before they open a dispute as eBay almost always find in favour of buyers if they open a bit as described case.

[ScarlettInSpace]

*not as described

[MrsPatrickDempsey]

Thanks

[BaldricksTurnip]

There was a thread similar to this a while back. As the poster above said, this is a known scam, I would definitely let eBay deal with it and keep a record of all dealings with the buyer.

[MrsPatrickDempsey]

Sorry to be thick - what/how should I proceed exactly with eBay?

[lljkk]

Ebay will keep the sale fee if they decide in favour of buyer anyway, I would kiss that one goodbye either way.
Good luck.

[MrsPatrickDempsey]

Sorry - don't understand. Surely she will have to prove its fake and she can't cos it's real!

[lljkk]

I think it goes both ways, Buyer has to get a respectable 3rd party to say in writing that it's fake & you have to provide evidence that it's genuine. Did you send receipt with item?

[SavoyCabbage]

I would decide what is the most important thing to you. For me, it would be keeping the money and the buyer keeping the bag. I wouldn't care about the feedback as that's not 'real' compared to the risk of getting a fake bag returned to you.

[Bluecarrot]

Was there any distinguishing marks on the one you sold so you will know if it was yours? Would she return it to you and after you have "checked the security mark" you will issue a refund? Make sure she returns the receipt. If she's genuine it won't be an issue.

[MrsPatrickDempsey]

I did send her the receipt but I have a photograph of it.

Savoy cabbage - yes that is the outcome I want. So how do I achieve that?

[SavoyCabbage]

Well, you have offered the additional proof, so wait and see what she says. She might be a genuine buyer who is actually concerned and you might be able to put her at her ease.

She might not be though as it is a well known scam. What is her other feedback like?

Stay strong, yet reasonable. You know it's real and you haven't done anything wrong.

[fergoose]

all you can do is tell her to return in the condition in which it was sent, and once you have checked your security marks you will refund her.

You will get the paypal fees back when you refund, and you can also request they cancel the transaction to get your ebay fees back, they may not agree to that though.

If you refuse to co-operate now they will only open a case and prob leave awful feedback too.

[MrsPatrickDempsey]

Mmmm on more reflection today, I am smelling a rat. She was very particular about the bag arriving on a certain day (which it did - last wed) she then leaves it til this morning to complain. Probably used the bag over the weekend and doesnt need it now. The description was so detailed and she sent me about 5 questions about it. She cannot provide concrete evidence that the bag is fake and it seems, is choosing not to have it authenticated. ( I specifically ivkyded the necessary pictures in the listing so it would be easy for people to arrange this). She can't just say she isn't sure about the feel of it, can she? Two of the most common scams in one. Bought it, used it, changed mind, blame the seller! She also managed to pursuade me to send it free because she can't afford the postage but is now offering to pay my costs! Fine but I just don't want the hassle of it all and having to relist too.

If it was faulty or not as described I wouldn't hesitate refunding but I am in no way in the wrong. Is there not a contract between buyer and seller? Should I now email her and explain why I don't wish to refund?

Never ever doing this again :-(

[fergoose]

if she opens a not as described case yes ebay will tell her to send it back and will then refund her. She probably has used it and now no longer needs it.

(Search her name on facebook and see if her profile pic is her at a wedding holding your bag? :) )

[nickstmoritz]

1.Please make sure this buyer sends it back to you recorded delivery or she could say she has sent it and then keep it. Buyer to pay postage (recorded and extra insured if worth over £46) for changing her mind because your item WAS as described.

2.Check all the buyers detailed feedback to see if there is anything suspicious.

1. Contact ebay customer support and keep the transcript of the written conversation you have with the customer support assistant so you have evidence of their advice.
   

1. Tell your buyer the transaction will be monitored by ebay and all feedback too.
   

This week I had a message from a buyer saying a dress didn't fit and could she return it. She had had the dress for over 2 weeks. I contacted ebay customer support via instant chat and expressed my concerns while also pointing out her very poor feedback. Ebay said they would support me and remove any neg feedback should she leave it. I messaged the buyer and said ebay would be monitoring the transaction and that she could return IF the item was in EXACTLY the same condition and wrapped as carefully as she had received it and she would be responsible for return postage. I told her ebay would be monitoring her feedback and I have not heard a word from buyer since.

I have changed my returns policy to say contact about returns to be made within 7 days.

You have done everything you should do and if you are 100% certain your bag is authentic then make that clear to buyer and that if they have changed their mind about the bag they could list it on ebay themselves.

Good luck. Most people on ebay are honest but there are a few that spoil it.

[fergoose]

the buyer won't get a refund if they just say it was sent back, they have to prove it was sent back, ebay won't trust them to send it and refund them without proof.