Handling a return from a buyer

[guinevere2012]

Thank you in advance for the advice. This is my first issue.

Sold an earing. The listing states single earring and 6 photographs clearly show it is a single earing not a pair.

The buyer received the item and asked for a refund saying they thought it was for a pair despite it showing as 1 earring in the photographs and in the listing.

The buyer has now asked for a refund, but in the details has now put not matching original listing and seems a fake. Which is untrue! Im outraged.

I have emailed the buyer and agreed to refund purchase price minus ebay fees, paypal and postage on receipt of the item and once i have checked it is undamaged. 

In your experience, What should i do now ?

[arkwebus · Accepted solution]

The buyer should open a case for "not as described" in the resolution centre.  You send a return post label and - on receipt - refund in full without any deductions.  You will get credits for eBay fees and Paypal provided that you do accept the return.

Your outrage will do nothing. Whatever the true situation eBay has no facilities to investigate and will "always find for the buyer".  If you decide not to positively accept the return then eBay will almost certainly refund whether or not you like it. The buyer may even get to keep the earing and you will not get a fee credit and you will be given a defect.

I know, I know but that is - sadly - how it is.

[guinevere2012 · Accepted solution]

Thank you for the help, it I suspected that was the case. I have never sold a higher value item through ebay before and do not think I will try it again. 😞

[arkwebus · Accepted solution]

It may - of course - be the case of "buyer remorse". I have not looked in any detail but I think you had an underbidder?

You may simply be able to do a second chance offer [though - of course] they need not accept.