Buyer wants refund

[blue_spirit_supplies]

Hi, can anyone give some advice on an ongoing issue with a buyer I’m having.

The buyer bought some trainers off of me, and after receiving, claims in his opinion that they’re fake. To be reasonable I offered to give him a full refund, but he opened and closed a return case by mistake, and now there’s no option to send a return postage label. EBay say because he closed the case, that’s it, and he also loses his money back guarantee.

After thinking about it, I’m not sure me paying for the return makes sense anyway. He has no proof that they are fake, and I’m pretty sure they aren’t. 
Is there anyone from eBay staff on here who can advise a solution? Is there a way of sending him a postage label now that he’s closed a case? Or should I just say he has to pay for postage if he still wants a refund?

many thanks.

[john1297576]

Once case is closed ebay will not get involved. Buyer could contact his payment provider to see if they can help.

[*vyolla*]

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@blue_spirit_supplies wrote:

He has no proof that they are fake, and I’m pretty sure they aren’t. 

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If you bought them yourself from a reputable online or bricks and mortar store then I wouldn't have accepted the return. If there's a possibility that they aren't the real deal then I would always accept the return.

However, now that your buyer has closed the return this is outside of eBay now.

I'd tell them that their only option now is to go to their local Post Office or buy a courier label and return them at their own expense. They'll need your address.

If you don't want them to return them you risk them going to their payment provider and issuing a not as described chargeback (they will need to provide proof that the trainers are fake though), that way they can get a refund from you and you'll be charged a £16 fee.

I guess it's all down to where you got them from in the first place, and only you can answer that one.

[red_magpie]

For the future, all requests for returns or refunds should be made through eBay. Buyers now pay eBay, not the seller, so claims for refunds should also be made through eBay.

eBay would have supported the buyer even though they provided no evidence, and you would have had to pay for the return Postage.

By opening the wrong type of case they have lost any right to a refund through eBay, but they could still file a dispute through Paypal or ask their credit or debit card company to issue a chargeback. If so, the claim will be made against eBay and eBay will require you to reimburse them, as you agreed in the user agreement.