Got a not as describe case filed against me! New to this. Please help

[super_kawaii_ni]

Hi, I recently sold a pair of shoes on Ebay. Shipped and got a not as describe case filed against me. Through communication with buyer in resolution center, she accused me of selling a fake and used shoes and insist that she have proves. After photos are posted, I found out that the shoes she posted was not the shoes I originally sold to her.  The design and styles look the same but the label inside the shoes sole are different. My shoes have a Crown logo inside the shoes sole, while her only have plain letters.

She even admitted that she have many same designs and styles of this shoes, but all are too small for her. Anyways, I am sure that she is trying to scam me here by getting the item for free and get her money back! How fair is that?! I contacted Ebay, but they said because the buyer is in a different country, the case have to be deal with in a different protection system.

Has anyone dealt with this kinds of things before? This is my first case filed against me, can someone please tell me will I lose this case? I dont want to lose! Clearly, it is not my fault. Buyer is trying to abuse the system and pull a scam.

[femmefan1946]

Don't panic.

If she has many similar pairs of shoes she may just be confused.

Be very polite.

Refer her to the pictures on your listing. Note specifically that the shoes you sent had the crown logo. Politely enquire if perhaps she has confused the shoes you sent with a similar pair purchased elsewhere.

Tell the buyer that you stand behind your products. Tell her to return the shoes for a full refund.

Now.

Standard practice would be based on Paypal's policy. They will only refund the amount the buyer originally paid. The buyer covers the postage for the return.

If your buyer lives in the USA, she can ship the shoes back First Class International for $8-10 (as I understand the rates). However, this gives her no Delivery Confirmation. DC will cost her more than $25.

So again, politely encourage her to check whether the shoes that don't fit are possibly from another seller.

(Best Practice is that, if on return the item was incorrectly described by the seller, the seller will refund the return postage as well. We take responsibility for our errors.)

But note the words ON RETURN. You are not required to refund without a return.

Don't panic. We've got your back.

[lady.stark]

If your buyer lives in the USA, she can ship the shoes back First Class International for $8-10 (as I understand the rates). However, this gives her no Delivery Confirmation. DC will cost her more than $25.

What Femme said is exactly what you should do. I know it is kind of frustrating and even panicking sometimes, but we will help you.

With that said, First Class Mail International for Canada now includes Delivery Confirmation. All the packages I've received in the last 2-3 weeks had one (the number now begins by LZ instead of LN). Please keep us informed.

[super_kawaii_ni]

HI,

My client is in Germany. I tried my best to explain to her that the pictures she took is not my original products that I send her at the first place. But buyer kept accusing me with a old, used and look alike fake shoes. I really do not know how to handle this kind of case! I sold her a brand new brand named shoes, and buyer kept accusing me!

As a seller, I am very willing to help her here. However, how can I offer help or ask her to return the product, when that's not my ORIGINAL product that I sold her !

Buyer also admitted that she have a lot of exact same style/design shoes like the one that I sold her. BUT SHE KEPT ACCUSING ME FOR SELLING HER A FAKE SHOES!!

Will I lose this case? Clearly, it is not my false here!!

[super_kawaii_ni]

I am 100% sure that buyer is trying to pull a scam. I contacted Ebay and told them the story. But it seems like their responses is backing up the buyer!! OMG!! I AM SO MAD

[pierrelebel]

Let's not reach conclusions.

Has the buyer filed a complaint with either PayPal or eBay?

If not, do NOTHING until the buyer files a complaint. There is nothing to gain at this point in further correspondance.

[super_kawaii_ni]

The not as described case was filed on GERMANY's Ebay site! Still waiting for buyer to escalate; which buyer said she will.

I am very afraid that if by chance that the buyer won, she will return her fake, used, old look alike shoes instead of my original brand new shoes. And have to suffer from a negative feedback

[femmefan1946]

My client is in Germany.

Google Translate. Or Babefish.

Use these services to see what is being said in German. Use them to translate your case into German. Add (Google Translate) and your original English wording in your defence.

Since the customer is adamant, require RETURN before refunding. This is your right. Will this make the customer happy? Nope. But frankly, you're not likely to get positive feedback out of this quagmire in any case, so you may as well settle for the money.

Keep it polite. Don't make any harsh claims. Just keep repeating that you sent the shoe that were pictured and that the customer may have mistaken your shipment for another similar purchase.

Remember that the Customer Service clerk basically just wants to get the dispute off her desk. Try to appear to be the helpful, sane, honest seller you are. Let the customer show herself to be a drooling anger monkey.

If worse comes to worst, you can Respond to any feedback, yours or the customer's indefinitely. The most effective Responses , like the best feedback is calm, factual and professional. "Refused to return for full refund."

[recped]

Were these expensive shoes?

My client is in Germany.

It's going to be very expensive for this buyer to return the shoes especially if they want proof of delivery.

I suggest just repeating ad nauseum "return for refund", that's what eBay will tell them as well unless they decide to cave and pay off the buyer with their own money.

Worry about a product switch down the road but I'd bet unless the shoes are quite expensive you will never see anything. If the buyer has already posted pictures via the resolution centre or My messages that clearly don't match the ones in your listing then you should be able to deal with any type of switch scam (a scam which is probably much more rare that you might be lead to believe).

If the buyer suggests that it's too expensive to return and they want a refund without doing the return along with an explicit threat against your feedback you've got them hooked for a Feedback Extortion violation.

[super_kawaii_ni]

This is the first case that filed against me. I am not very familiar with how this system work.

I would like to know, will Ebay refund the buyer without asking her to send back the original item or it is mandatory for the buyer to return the item in order to get a full refund? It is a very expensive shoes!

[kalvin@ebay.com]

This is the first case that filed against me. I am not very familiar with how this system work.

I would like to know, will Ebay refund the buyer without asking her to send back the original item or it is mandatory for the buyer to return the item in order to get a full refund? It is a very expensive shoes!

Hi kawaii_ni,

Please contact Customer Support so they can fully explain the process.

Hope this ends well for you!

Thanks,

[melissasminis]

    It's hard to say how this situation will end. I heard a story about a guy who shipped an expensive rare old violin over the border, the buyer claimed the violin was a fake, not original brand. Buyer contacted paypal/ebay and was told to destroy/smash the violin in pieces, as it is illegal to sell fake brands or something to that effect, especially over the border. The seller was out the violin and the thousands of dollars, this is without any real proof the violin was a fake.

   I'm sure this will not be he case for you, but just wanted to let you know the practices of paypal and ebay, and you cannot always understand the outcome.

   I would ask the buyer to ship the correct shoes back to you in original condition. You have pictures of the shoes? They have pictures of a different shoe? I don't think ebay/paypal can go just by pictures to come to a decision in a case. Anyone can take a picture of a different shoe, or even copy a picture from the internet of a pair of shoes, so to me, it's not enough evidence that the shoes are a fake. The buyer can't have the item and their money too. So get them to ship it back to you, wait for them to arrive, check the shoes, if they are the right shoes, give buyer a full refund, if they are not the right shoes, let paypal/ebay know. Your listing should show the original shoes, assuming you posted pictures on your listing. Do not allow this person to take advantage if you know what you sold them is the real deal. Do not refund without your shoes in your hand!

[melissasminis]

    Don't forget to add this person to your blocked buyers list so they cannot purchase from you anymore.

    Also make sure the buyer ships the shoes back to you with delivery confirmation, as this is required by paypal/ebay to prove the item was actually shipped back to you.

    If they do not ship with delivery confirmation, and the shoes they ship back to you are not the same ones you shipped to them, well you know....

[femmefan1946]

Also make sure the buyer ships the shoes back to you with delivery confirmation, as this is required by paypal/ebay to prove the item was actually shipped back to you.

Well, yes, but that is for the protection of the buyer. An honest seller would refund on return with or without DC.

However, by the time the problem escalates to a Dispute, trust has been lost, and the buyer should be using a DC service for the return.

And just to be a fussbudget, PP wants to know that the returned item has been received, not that it was shipped.

[recped]

I heard a story about a guy who shipped an expensive rare old violin over the border, the buyer claimed the violin was a fake, not original brand. Buyer contacted paypal/ebay and was told to destroy/smash the violin in pieces, as it is illegal to sell fake brands or something to that effect, especially over the border. The seller was out the violin and the thousands of dollars, this is without any real proof the violin was a fake.

That's what it was....a "story" by a creative and cranky ex-eBay seller. I followed that story quite closely, there was never much evidence there was any truth to it.

[super_kawaii_ni]

Well guys! I tried all that I can with this buyer. I made myself very clear for 3 days that it is not my original product. Apparently, this customer won't listen to a word I said. Buyer is being very verbally abusive, accusative; calling names and now she is saying my pictures on the posting were took straight out of magazine!!( WHAT?!)   I guess I will have to wait for the Germany Ebay to decide. The pictures I posted in my listing are 100% self taken, but the only problem is that my pictures cannot really identify the original logo I said; if look closely you can see/enlarge the photos, just require some eye sights.

Lets just hope German staffs are helpful to the seller.

This case is pissing me off! No more international shipping from now on. GOD!

[recped]

I made myself very clear for 3 days that it is not my original product.

Don't bother, just continue to repeat "return for refund", if you continue with the "they are not mine": before you get them back it will probably not go well for you.

By the way, did you ever reply to this.....

Were these expensive shoes?

[altimateoutlet]

As a seller of footwear here on this VENUE... Your screwed!  you will receive a customs bill that you will have to pay for more than the value of the shoes, The buyer will give you a 1 in your dsr for item not as described.  You will eat the original shipping then wait a week to get any selling fees back after you have refunded your buyer and even if your customer sent back some old shoes, there is NOTHING you can do about it and ebay doesn't care about you. they treat the sellers here like second or third class. Face it your selling to many bottom feeders found on this VENUE. 1 in 10 will give you headaches weather the shoe fits or not!

[recped]

As a seller of footwear here on this VENUE... Your screwed!  you will receive a customs bill that you will have to pay for more than the value of the shoes, The buyer will give you a 1 in your dsr for item not as described.  You will eat the original shipping then wait a week to get any selling fees back after you have refunded your buyer and even if your customer sent back some old shoes, there is NOTHING you can do about it and ebay doesn't care about you. they treat the sellers here like second or third class. Face it your selling to many bottom feeders found on this VENUE. 1 in 10 will give you headaches weather the shoe fits or not!

A complete crock of.......

[i*m-still-here]

Unlikely the buyer will return the item with the required tracking.

You've got 13 FB so what's the worst that could happen?

BUT.......... have to ask:  Does anyone actually wear a F_____  O___ t-shirt?