Buyer wants a full refund

[shaznye1-0]

Hi,

Buyer has asked for a full refund because the bag smells and has stated i must have cleaned it with something. I have refused to refund as I know that accusation is incorrect. The bag has not been cleaned for several months. 

I don't see why i should have to refundAND pay for a returns label. 

Any information as to how I can proceed with this matter is appreciated. 

[jckl1957]

If the buyer has opened a case stating the item is not as described/unsatisfactory, you can see your options.

Refund in full.

Supply a label and get the bag back.

Message the buyer.

If you don't provide s label, after 3 days the buyer can ask Ebay to step in.  They are likely then to refund the buyer from your funds without them needing to return the bag.

I would advise providing a label, getting the bag back and thoroughly airing it before relisting it.

[shaznye1-0]

Hi,

Thank you for your response.

There would be no point airing the bag as the buyer is talking about the leather on the outside. I know for a fact there is no cleaning solution on that bag. I am inclined to believe they just do not want the bag.

If they want to return it then I think they should pay the return as there is nothing wrong with the item.

[red_magpie]

I am inclined to believe they just do not want the bag.

Very possibly, but as I explained to another seller erlier this afternoon, in all but name eBay gives buyers a 30 day trial periond during which they can "discover" any fault to claim a full refund at the seller's expense, including the cost of delivery and return.

eBay never sees (or smells!) the items concerned, and generally takes the buyer's word against the seller's.

If the seller doesn't do as the buyer requests eBay is liable to place a damaging account defect for failing to resolve the issue with the buyer. And eBay will probably enforce the refund without requiring the item to be returned. 

All the seller can do is report the buyer for alleged abuse of the money back guarantee. If enough sellers do the same thing eBay might restrict the buyer from making further claims. Might - but you will never know.

[*vyolla*]

Honestly, there's nothing to be gained by refusing to accept a return.

Buyers have 30 days to return an item that they consider is not as described under eBay's Money Back Guarantee, and if your buyer has already opened or opens an eBay item not as described return, they'll be required to send it back to you for a full refund of their original payment, and you'll need to provide them with a pre-paid returns label (if you don't provide a label, the buyer can escalate the dispute and get one from eBay, who will re-charge you for it, or they may issue a refund and tell them to keep the bag).

You will get a defect against your selling account if you don’t accept the return   and the buyer escalates the dispute to ask eBay to step in, which they can do after 3 business days.

Once you get your item back, if you feel that your buyer has misused eBay’s Money Back Guarantee you can use the Report Buyer link next to the item in your My eBay. This won't affect the outcome of the return case though.

[shaznye1-0]

Thank you. I will definitely be reporting it.