Buyer seeingly swaps an item and requests return

[shanm_9847]

The buyer claimed she recieved a wrong size. I only had one item to sell,  and the pictures on the listing were taken by myself, and the size can be clearly seen. I think this is a 'change of mind' case, but the buyer made up a wrong size received case scenario.

eBay again, sided with buyer and asked to me accept the return and provide the free label to this piece of sxxt. However, it's an international and the postage is pricey. Not just no profits earned, I will lose money as the postage will be around £20-30. Not to mention, I will also receive a wrong size that is swapped by the buyer.

I feel gutted. How shall I do?

[tressygirl]

It's not easy,  but this will explain how you can appeal a decision for the refund.

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@shanm_9847 

[jckl1957 · Accepted solution]

I did read your post yesterday - sorry you didn't get a reply to that one.  I assume this is about the Gucci bracelet?

Your photos are not very clear but you can just about see the size of the bracelet.

The first thing I would do is challenge the buyer and ask them if they are absolutely sure they are correct.

Remind them of the size you sent and point out that you can see it in the picture on your listing.

Try to be polite and not aggressive, but you need to make it clear that, if they don't send the item back that they bought from you, then you will have no choice but to contest the refund and let Ebay decide what will happen.

If they insist on a return, then you might find the best thing to do is to offer a partial refund and suggest they sell the bracelet themselves if it is not suitable.

[shanm_9847]

Thanks for the reply.

Just curious how could you see which listing I was referring to? That item was sold, so the listing is no longer active.

Anyways, I'm also a skilled seller on different platforms for many many years. I'm not new to this trick from buyers. However, this is the first time that happened to me via GSP. I checked that postage I'll need to pay is  a lot, around £25, so that upsets me big time.

This buyer asked me the proof of purchase before buying it. The retailer I bought from is a big international chain. I asked a mate who is reseller and  living in the same country as the buyer. He told me that this item is a lot cheaper there, and many are left in local stores. 

So, I believe it's been swapped. I believe the buyer will send back a genuine one but in the wrong size she claimed. So I don't think she's going to settle with partial refund, especially she also made false accusation saying the item was worn, and in fact that's just mildy vintage effect as the brand calls that 'aged silver'.

I will settle with it, if she does send back one size bigger, I believe it's better to resold.

[jckl1957]

It isn't a mystery how I 'knew' which listing you meant.

You said in your first post that the item  was pricey and that you could see the size from a picture in the listing. So I had a quick look at your ''sold' items and worked it out from there.  Anybody can look at another member's account and see items for sale, completed items and sold items.

Good luck with the return.

[shanm_9847]

Hi.

You replied to another post of mine earlier today, and that one oddly disappeared.

The agent who told me that she could fix the issue is a supervisor or sth. I believe she's aware the complexity of the problem. She looked into the my pictures, and it can be proved that I sent her the correct size.  The buyer first complained about wrong size received. After I declined her flase claim,  she changed her tone and complained about the item being worn!

I had been clearly instructed to wait, so I think it's not like I want to dogde the problem or sth.

Partial refund is a No. It looks like I admit I made a mistake, so I'm unwilling to do it. 

The reason I could settle with taking the alleged wrong size back is because that size is even better for me to resell. I actually have customers on another platform that want that particular size already. 

I guess this buyer just wants to return it because of price. I talked to a mate who lives in the buyer's country(also a reseller), and I learned this item is cheaper there, and many are left. The buyer had asked me where I purchased this item. In her country they have this discount shops too. My guess is she found out cheaper price there and wanted pin this on me.

I believe sender's name and address are a must, most delivery companies require that.

Asking the buyer to pay the postage and reimbursing that later is impossible.  PayPal or wire transfer etc. will incur service charges. I also doubt the buyer will like the idea.

I will contact eBay again before the deadline. As you said, I guess maybe the buyer had done that before, and she's prob hoping the case to be close and she gets to keep it.

[jckl1957]

I do believe that if you don't accept the return, and the buyer asks Ebay to step in, they will refund the buyer from your funds and tell them they can keep the bracelet.

Customer service agents are often very reassuring but buyers still hold all the cards.

Unless you get the bracelet back, you will never have any evidence that the buyer plans to return the wrong item.

[shanm_9847]

Thanks for re reply.

Luckily, I called the CS again, and problem solved. I don't need to take it back.