Fake item issue

[IHaventStoppedCravingYet]

Hoping someone can advise. DS is 14 and has an eBay account but not PayPal. He buys and sells, mainly collectible figures. In nov 2021 he purchased a figure and paid via Apple pay. On 21/01/22 he resold this figure. Not sure exactly how buyer paid but it was not PayPal. So today DS received a message saying the buyer opened a request. The title was saying item not received and to upload tracking number (which we have) but comments said they are actually saying item is fake and want a refund. My DS has no idea if fake or not but he believed genuine when he purchased. The seller who sold to him no longer has any items listed and we cannot message them.

Done a bit of Googling and it seems both DS and his buyer are out of time to dispute? As 30 days? Any idea what we are obliged to do? EBay customer services are closed but hoping to understand where we stand before I call them tomorrow if anyone can help

Does he have his own account or use yours? I thought you had to be 18 to open an eBay account. That could be a problem when contacting customer service.

He has his own. Had it for quite a while! No idea about how it was opened. I have said to him better to use mine from now on, especially due to PayPal protection

If you send something tracked, Ebay now ask you to enter the tracking number when you post the item. They say if you dont they may side with the buyer. So go and enter the tracking number now, and hopefully it will show as delivered. Do that before you do anything else.

You may end up having to refund the buyer, even if the item is not fake. If you contact Customer Services they'll refund the buyer and suspend his account anyway, because of his age.

If the buyer persists, I would ask the buyer to return the item for a refund using the ebay system, and pay for the postage label. If its not too late for a return there's no guarantee they'll return the same item. sometimes you get a bad deal on Ebay and the best thing to do is block them and move one.

Thank you. I called eBay yesterday. They said the buyer is outside the 30 days money back guarantee period so have closed the request. They didn’t say anything about DS age. That did occur that even if we accept return, how do I know it’s even the item he sold