Ebay Buyer Claiming Item is Fake & Wants Refund After 68 Days

[wicks-n-suds]

Had a customer buy a candle on September 12. Shipped quickly & never heard anything until today claiming the item is fake and they want a refund. It’s been almost 70 days!

The item is NOT fake and I have the receipt to prove it because I bought it myself in store. This is a candle that is no longer in production & would now be considered rare in this specific candle community.

I have been on eBay for almost 2 years & have never dealt with someone like this as I’ve been fortunate to have good customers.

How would you go about approaching them? They are past the date for a refund & also leaving negative feedback and if something was considered fake, why would it take over 2 months to report it? The window to return an item has passed. Even if it wasn’t, I’m sure they’ve probably lit the candle and no chance of getting this candle back.

[wicks-n-suds]

“This is what the buyer wrote back to me..

I bought the item for a friend who wouldn't be back in town until this month, thus my bringing this up now that she has the candle and burned it. It smells nothing at all like Paris Cafe. Not even close. 100% certain this is a knockoff you likely bought online somewhere to resell. Maybe you weren't aware it was fake when you bought it, but regardless, if you will not help me unfortunately I will have to take it up with ebay and report your shop for selling fakes.” 

I still have the original receipt for this item as I keep them all for tax purposes and secondly I told them they are past the date for a refund and her "friend" has already lit the candle. Even if it was lit within 30 days, I wouldn't offer a refund because she used thre item.  Now she is reporting me for selling fake candles. Time to block this buyer. Should I report her to eBay?

[ilikehockeyjerseys]

Be polite and understanding about their error. It is entirely possible that they are not acting in bad faith, and were simply misinformed. Provide them with the proof that it is not counterfeit to re-assure them that they purchased a genuine item. After that, you've done all you can do. If they harass you, you can block them and report the buyer to eBay.

Retain a copy of your messages with the buyer, tracking, and receipt - in case they attempt a charge back with their credit card. They will likely win the charge back. It is very difficult for companies to successfully defend against chargebacks. The good news is that with tracking, eBay will almost certainly cover you. Although I would retain the receipt and messages as well.

If you made a genuine error, and you can verify you made the error, I would still consider refunding after the 60 day mark. Not because it is eBay policy, but if the seller made the mistake it's the right thing to do. But assuming what you're saying is accurate, the buyer is misinformed and you did not make a mistake, so I don't think you should be obligated to do anything. You have a receipt from some sort of authorized or legitimate dealer, and you're 100 percent sure it's not counterfeit, you should have nothing to worry about both from eBay's POV and ethically. 

[wicks-n-suds]

Thank you for your reply! I was very matter of fact with them but they told me I was rude and that I take my business too personally. I do take my business very personally especially when it comes to customer service. I have many happy customers and my reputation speaks for itself. I reported her to eBay after she sent me this message.

“You don't run your business very well, I must say. Rude off the bat, and how in the world do you not accept returns if the item is burned? I understand you can't resell, but if someone identifies a fake item how are they supposed to do so without burning and smelling the candle? 🤔 I guess that is part of your con. Since you are strangely unwilling to help me and obviously take business way too personally if you can't even help a customer of yours, I have reported your shop under fraud and ebay is already in contact with me.”

[ilikehockeyjerseys]

It is difficult sometimes if you feel like a customer may not be acting in good faith, but I think it is always important to be as polite and professional as possible. Basically, give them the benefit of the doubt. 

In this scenario, I would have just said 'I regret to hear that you are unhappy with your product. Unfortunately the return window is closed. We only sell authentic candles purchased from authorized retailers. I have attached a scan of the original receipt from my records to this message. Have a great day, sincerely _____'

As far as things go now, I would still provide them with a scan of the original receipt in eBay messages and leave it at that. At least that way, if eBay looks into it, they will see you have that.

Assuming everything you're saying about the origins of the candle is true, it sounds like this person isn't happy with the candle and in a best case scenario is convinced because it didn't live up to their expectations it must be counterfeit - or, in a worst case scenario is trying to scare you into refunding them to avoid the hassle of your item being wrongly reported as counterfeit. 

I don't know anything about candles, but even if this turns out to be a headache for you, the fact that you have all your original receipts will go a long way in avoiding any issues with eBay over the legitimacy of your items.

[femmefan1946]

She won't get anything from eBay.

If she goes to Paypal, tell them "I regret you are unhappy with your purchase. Please return it for a refund."

Paypal insists that the complaining buyer pay for return shipping.

If she doesn't return it, and she won't, the Dispute closes.

It would be a good idea to Delete any communication from her (but not from eBay or Paypal) when you see it in Messages or on your email.

You know it won't be pleasant.

You are in the right.

[wicks-n-suds]

Thank you everyone for your replies and I will take your advice. Her only defence was that I was rude in my correspondence to her when I was just matter of fact saying that it’s been over 30 days, she’s already used the item and that it’s too late.

Even if this was within the 30 days and she was accusing me of fraud, I have a full Tupperware container of receipts. I could locate that specific candle on a receipt without hesitation.

Even after I told her this she tried to insist that maybe I bought it off another seller and didn’t know it was a fake. It came straight from the store as I was once a collector and it was my hobby.

Candles are similar to dye lots in tiles. One lot of candles may not be as identical as a former candle this buyer may have had in the past and this is well known in candle circles. It doesn’t mean it’s a fake.

I suspect she is a scammer. I’ve reported her to eBay and also blocked her.

[femmefan1946]

It's possible, even if your Block includes no communication, that because there was past communication she may be able to Message you.

If you recognize the ID just delete it without reading.

But do keep an eye out for communication from Paypal about a credit card chargeback. Those are still possible.