Buyer switches good item for damaged item and requests return. Case favors buyer. what do we do?

 Buyer requested return based on item not as described claiming extensive damage and soiling. Buyer was rude in communication and left  us negative feed back, our first after many years of being top rated sellers. We requested photos. Photos of damaged buyer Item close to what we sent such as beading and pattern but with many other differences, ie color wrong, sleeves different and pleats in wrong place. We supplied photos showing item with no damage as was sent. We refused to accept a return as our return policy  clearly states  an item will be only accepted for return in the condition they were sent. We sent several photos back along with a receipt from the dry cleaner for that dress. We requested the buyer to open a case which she did. Ebay came back saying the case was on hold for 5 days pending additional documentation. We were not instructed to do nor were we aware that we had to do anything but wait. 5 days pass and a notification from ebay informs us that they had ruled in favor of the buyer and the funds had been withdrawn from paypal.

 We contacted ebay as to the disposition of our item. They claim we should have provided a return shipping label to the buyer, something we cannot do from Canada. The buyer now has our dress and our money and  is under no obligation to return the dress to us. So much for ebay seller protection! This proves to be a major weakness in selling on ebay. How do we as sellers protect ourselves from being scammed by buyers substituting defective items and  then claiming a return for item not as described? 

  Our communications with the buyer were at all times professional  nor did we openly accuse them of anything. Seeing ebay overlook the evidence and side with the buyer even after a person at the resolution center remarked after viewing the photos that this was obviously not the same item has shaken our confidence as sellers on ebay. Has anyone else as a seller  had this happen to them?

Message 1 of 2
latest reply
1 REPLY 1

Buyer switches good item for damaged item and requests return. Case favors buyer. what do we do?

It has happened before on ebay, yes, and your only recourse is to: (1) contact ebay for an appeal of the case while you (2) go to your local police to file a report of fraud and/or theft. Your police report will be used by ebay to form part of their investigation of the buyer. Review this thread. It describes a situation like yours.

 

http://community.ebay.ca/t5/Seller-Central/Damaged-Return-Question/td-p/304300

 

Good luck as you carry forward.

 

 

Message 2 of 2
latest reply