I suspect buyer removed something and is asking for a return

[mrssgabi]

Hi all, have sold a designer item and the buyer is now claiming a stud is missing. Went over the pics as I just recently retook them and it was there. The buyer is also a seller and I suspect she removed the stud cause it's unique (designer logo) and now wants a refund. 

Do I have any course of action? 

[tressygirl · Accepted solution]

You can try and send a polite message asking the buyer to look at the photos in the listing, clearly showing that all the studs are clearly shown in place,  and then await their action.

If they do open a case for item not as described,  it's all automated no human contact,  so no action taken here.  Some suggest contacting Customer Services at this point however,  we also hear CS then just close the case in the buyer's favour, I know it's not a reasurring picture I paint !

Accept the case within 3 days,  issue that return label, and only refund when the item is back with you, you have 48 hours to do so.  Stick within those timelines and your seller performance is not affected.  Then you appeal the case , contact CS ask them to view pictures of the item sent and the item received , photo the item received.  It truly is then who CS believe,  as they cannot see the actual item sent or received.

This explains the appeal process:

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

Good Luck, do please come back and tell us the outcome , it can take several days for this to be resolved.

@mrssgabi 

[mrssgabi]

Thank you for such a detailed response! She did open a request of item damaged and the pics she sent clearly show a stud that was there now missing. I will wait for it to arrive here and then try and appeal my case. 

Thank you! 

[tressygirl]

You're very welcome, the best of luck,  and do come back to us hopefully with a favourable result!

@mrssgabi