Buyer not closing case and claiming product faulty

[taradhruba]

I recently sold multiple products and seller saying product is faulty when its not because I have checked it before send and also have sold multiple with other buyers have had no issues. The buyer opened the case but not closing and asking for full refund and he is asking me to send postage stamp. I am 100% sure product is fine. What do I do please. From the beginning this buyer seemed odd I should have trusted my gut. Please help me what to do as my funding is in hold 

[susapric-68]

You will need to deal with it, they can escalate it and get a full refund if you do nothing. They don't have to close it

[taradhruba]

So that means seller has no right? I have not done anything wrong why do I get penalised. Buyer has put bad reviews as well. 

[direct.gifts]

As stated you will need to respond to the case ensuring you provide the buyer a way to return the item. This is normally a pre paid label or the funds to return the item.

If you don't do this the buyer can escalate the case to ebay.  If you have not responded to the case then ebay will find in the buyer's favour and will be refunded at your cost. The buyer then doesn't need to return the item.

If you respond then the buyer has to return the item. When received back if it is not faulty you can report the buyer and if eBay agree with you then they may refund the return postage.

I know it may seem unfair but make sure you respond to the case otherwise you will lose the money and the product.

[jckl1957 · Accepted solution]

If I bought from a seller who was selling multiples of brand new items, I would assume that the seller was running a business and I would have the right to return my purchase for any reason.

It may be that because you are trading on a private account (which is actually for selling your own personal items, not multiple new items which have been bought to sell at a profit) you buyer feels that they can only get their money back by opening a 'not as described' case.

The case will close when you have received the item back and refunded the buyer.  There is no reason for the buyer to close the case.

If you had a legal returns policy, buyers who just changed their minds would have to pay the postage to return their items.

In this case, you should provide your unhappy buyer with a label through the case.

https://www.ebay.co.uk/sellercentre/selling/create-ebay-business-account

[taradhruba]

Thank you for your help.