Do I need to refund?

[PrinceRogersNelson]

Hi,
We have just sold out Ergo baby carrier on e bay.
When it was selling we had an e mail from someone asking us to confirm that is was bought for an authorised seller and not from e bay and to tell us what the serial number etc was.
We wrote back and said that it was not bought from e bay and that we didn't know where to look for serial number but would be happy to give it to her if she could tell us where to look. We didn't hear back from her and she was the eventual highest bidder and we sent it to her.

More than 2 weeks later she has written and listed the reasons she thinks it is a fake and that she wants a refund.

Honestly, I would be very surprised if it was a fake. We have never had any reason to think it was so.

Personally I am of the opinion that we offered to look for a serial number, she didn't ask us to. She bought it and tough.

What do you think? Should I refund?

Thanks

[fergoose]

well I would offer her a refund - but tell her you want it back first of course, and you will be checking your security marks before refunding

or they could go to ebay and open a dispute - but that will be a black mark against you

I reckon less hassle to just give address and ask her to send it back, and refund when you have checked a, that it is yours, and b, it is in the condition in which it was sent out.

[PrinceRogersNelson]

Thanks for that.
I have actually just called the place I bought it from and they confirmed that they only stock straight from Ergo and that 4 years ago when I bought it there weren't really fakes around, so I am sure it isn't a fake.

Ho hum. I will have a think on it.

[fergoose]

I wonder if the buyer bought it for use on a holiday and now that has gone is trying to return it for a refund as it is no longer needed.

They did leave it a while to get in touch?

But then if it is back intact and undamaged then you could relist it - are they popular?

Is a tricky one I know. If she does open a dispute she will need written evidence of it being a fake. Maybe before that ask her to take it to a store to verify it is indeed a genuine item.

[fergoose]

also - I did wonder, surely people don't make fake baby carriers do they?!

[PrinceRogersNelson]

Apparently they do make fake Ergo's. To sell on e bay.

I have e mailed the buyer to state that I do not accept that it is a fake and will just have to see how they respond.

She did say she had just come back from holiday, but their feedback seems good, so I will give her the benefit of the doubt.