Asking ebay to step in - as a seller

[alison_l_price]

I sold a bottle of perfume (that is discontinued and advertised as such) still wrapped in cellophane and the buyer has opened the packaging, sprayed it, and asked for a refund because the smell doesn't last as long as they'd like and therefore they're disputing it is a perfume.

My objection is that the packaging says its perfume, it's discontinued so the bottle has been around for a while and maybe lost its potency, and they've now used the product so I won't be able to resell it as new.

I offered them a 50% discount which they've rejected.

The seller help says there should be a button to Ask eBay to Step In, but its not showing up. Any help/guidance please?

[tressygirl]

If a case for item not as described is opened, you will have to accept the case within 3 days.  Cases are all automated no point challenging it at that point.

If you want the item back,  pay for a fully tracked return postage,  and only refund through those case details,  when the item is back with you.  You will have 48 hours to do so.

Stick within those timelines,  and your seller performance will not be affected.

If you think the refund was unjustly granted,  and the buyer has abused eBay's 30 day MBG,  Money Back Guarantee policy,  you can appeal the decision.  I won't lie, it's not always easy,  and does favour the buyer in most cases. 

This explains the appeal process:

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

[*vyolla*]

It's likely that the perfume has 'gone off' if it's quite old and been stored for a while. Buyers do unfortunately expect an old stored or discontinued perfume to smell exactly like the last one they had. 

I would accept the return, there's nothing to be gained by refusing it.  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.

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 days. You can also escalate the return if you wish. eBay will then make a decision (and in this case they'll side with the buyer), and then you can appeal. You can only appeal an eBay decision if the case has been escalated by either buyer or seller and eBay have made a decision. I strongly advise against this in your case, it won't be found in your favour.

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.

[closetothedee]

I’m certainly not disputing what you say -rules are rules, but if ever evidence was needed that eBay favours the buyer this is it. 
The buyer bought this fragrance knowing it had been discontinued. She received it unopened and despite what it says on the packaging  is claiming that it’s not perfume because the fragrance doesn’t last as long as it should.  She’s not claiming that it’s gone off and is unfit for purpose 

I’m not one for taking anything lying down and if I was the seller I’d be looking at the buyers feedback profile to see if that showed anything that might be helpful to me and contacting eBay for advice as how I should proceed in the circumstances.  Equally had I been the buyer I wouldn’t have been asking for a return I would have just used it more frequently than I might have needed to had the perfume been more concentrated. 

[department28]

'The buyer bought this fragrance knowing it had been discontinued. She received it unopened and despite what it says on the packaging  is claiming that it’s not perfume because the fragrance doesn’t last as long as it should.  She’s not claiming that it’s gone off and is unfit for purpose' 

I agree. The buyer was aware it was a discontinued, older perfume, so I think you if buy something like this, you do so at your own risk.

It's a bit like trying a lipstick, then wanting to return it if it's not quite the shade you expected. The hygiene issues aren't the same for perfume, but even so, it has still been opened and fiddled with, & can't be resold as new.

If an item is obviously 'off', or mouldy, or whatever, then fair enough - but to quibble over a slightly weak perfume? Some people need a bit more to worry about...

If they have refused a 50% refund, perhaps they are hoping you will refund and let them keep it? 

[susapric-68]

If it's the £125 perfume then your listing says "The spray formulation is designed to provide a floral/amber scent, perfect for any occasion." You will have no choice but to sent a return label and refund once back. No good asking eBay to step in as they have no way of finding out what the quality is like so will side with the buyer

[luka0001]

Picture shows E.D.P not perfume - obviously not a strong as perfume. Stronger than E.D.T but weaker than perfume. Feel your pain there. Accept the return and move on.

[edwardian-dreams]

So? Cant buyer read?

no where does it say it is a perfume and not an EDF (didn’t know there was a difference anyway)

[luka0001]

Correct, no mention of perfume on the listing.

OP described as perfume in message.

Yes a difference in order of strength - EDT, EDP, perfume (the strongest).

[edwardian-dreams]

I was just saying buyer can’t ask is it really a perfume when it’s clear what was being sold 

a perfume, albeit Eau de

it wasn’t toilette 

thanks for the strength info

perfumes last 5-10 years unopened and then some depending on storage 

there may be some slight change to the aroma, something to do with top notes I’ve read not in strength though 

anyway

one for the down to experience  bucket I guess