Doll returned, what do I do now?
Summary: lolaink124 is dealing with a return request from a buyer who claims a doll's feet do not pose, despite evidence to the contrary. They recorded the unpacking and demonstration that the feet can pose. tressygirl advises that if a case is opened, refund should be completed within 48 hours unless appealed. They suggest refunding, relisting the doll, and blocking the buyer. papso22 recommends reporting potential abuse of the money-back guarantee to eBay, which might lead to repercussions for the buyer.
I started this post a few days ago and now can't add to it.
"Buyer requesting refund/return stating doll's feet do not pose. In the photos when selling, they clearly show the doll's feet do pose? I state on selling page no returns, what is the best way forward here?"
(I understand re no returns on my listings).
My question: -
I have received the doll back and recorded my opening the package. Nothing is damaged and it came back in my original box. As soon as I checked the doll over (still recording) I posed the doll's feet from flat to pointed in a matter of seconds and that they remain pointed until I choose to pose them flat.
What do I do now? She is actually a Seller on eBay. Can I refer her to eBay that she misused the buyers guarantee? Or can I post my recording to eBay showing that the dolls feet do pose. Please help before I make my refund?
papso22
·3 weeks ago · EditedYou can report her for abuse of the money back guarantee. It's possible ebay may refund you the return postage and she may get a black mark on her account.
You will need to refund, that's not negotiable.
tressygirl
·3 weeks agoHas this buyer opened a case and returned the item via your return label from the case details?
Then, as cases are all automated, you have 48 hours to refund them.
If eBay step in and refund, should the case be escalated, if you think the decision for the refund unfair, you can appeal, link below shows the process.
I'll admit it's not easy, eBay do not see the item in question and they do tend to side with a buyer's view. Personally, I would refund, relist the doll, and block the buyer from returning.
Block them here:
https://www.ebay.co.uk/bmgt/BuyerBlock?
If you wish to go down the route for appealing the decision this explains the process:
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369
@lolaink124
lolaink124
OP3 weeks agoThank you so much Tressygirl. I will block her. I have already refunded her but should I report her as in the end the doll's feet do pose and the doll is 45 years old plus now so the ankles might not work as simply as they did but i was able to pose them in seconds! Thank you for your kind help xx