topic Re: Return Request in Selling

Return Request

wantit_haveit_now — Thu, 08 Sep 2016 10:59:52 GMT

Hi, I would like some advice on a return request I have received.

I sold a brand new dress, posted, and received by buyer. Feedback received, alls good.

Yesterday I received a return request as beading on front of dress is damaged. Buyer stated they bought it for a function which has now passed. Buyer sent photos of front of dress and sure enough some of the beads are missing. I offered a partial refund which they declined as they no longer had need of the dress and they were not able to wear it to their function . I know when I posted the dress that there was no damage, I also have photos of the dress that show there was no damage to beading.

Buyer states ebay post bag was damaged and that maybe dress was damaged in transit. This is when I started to doubt the buyer, ebay bags are tough not easy to damage and almost impossible to open without ripping them apart. So I went and had a look at the buyers facebook page and there is a photo there of her wearing the dress, at her function.

So what do I do, or what can I do. She has worn the dress, probably became damaged during this time. How can I prove to ebay that this item was not damaged. How should I respond to buyer, should I accept the return and try and fight it once I get the dress back.

I have found this year there are many more buyers who claim item is damaged when they received it. Mostly when I ask for photos to compare to my photos, they disappear never to be heard from again.

Any helpful advice would be greatly appreciated.

Re: Return Request

jellybirddesigns — Thu, 08 Sep 2016 11:11:16 GMT

I would certainly screenshot the picture of her wearing the dress because she will change the visibility of the post as soon as she realises you have seen it.

This scenario has happened many times before - buyer buys an item, wears item, claims item damaged, returns item and gets refund. What a great free shopping service us sellers provide.

Others will come along and give the best information on what to write to this ~~shoplifter~~ buyer.

Re: Return Request

kopenhagen5 — Thu, 08 Sep 2016 11:20:58 GMT

Dear buyer,

I am always happy to assist in any issues arising with my products as I insist on sending only quality items without defects.

The item was checked before dispatch and I have photo's of the dress in impeccable new condition without defects.

Normally I am willing to accept returns, especially if there has been damage due to transit.

However I suggest you think very carefully on the next step you decide to take.

I am in the possession of photo's obtained online of yourself wearing the item you purchased, at the function it was intended for.

After seeking advice, I have been informed that if the return request is not relinquished, I am forced to report and provide the said photo's with timelines of this transaction to eBay and more importantly ACORN.

I sincerely hope for your sake you choose the correct path and should you do so, I am prepared to not file reports and forget the matter, putting it down to an unfortunate misunderstanding.

Kind regards,

Re: Return Request

jellybirddesigns — Thu, 08 Sep 2016 11:26:20 GMT

If the buyer chooses to neg you regardless - you can always respond with:

Buyer tried to blackmail me into refunding AFTER wearing the dress to her function

Re: Return Request

kopenhagen5 — Thu, 08 Sep 2016 11:41:04 GMT

Keeping in mind, the buyer has the last say and can follow up in answer to the reply.

But I don't think the buyer will attempt feedback if a firm, professional stance is taken on the lie.

Re: Return Request

lyndal1838 — Thu, 08 Sep 2016 11:42:18 GMT

Save a copy of her Facebook page with her wearing the dress and then call her bluff.

Suggest that the ACORN (online fraud) site might be interested to see the photo of her wearing the dress with no damage to be seen.

Re: Return Request

getthel00k — Thu, 08 Sep 2016 12:02:50 GMT

Positive feedback has already been left.

Re: Return Request

kopenhagen5 — Thu, 08 Sep 2016 12:07:11 GMT

Of course, as mentioned in the OP. Thanks.

Re: Return Request

thecatspjs — Thu, 08 Sep 2016 12:48:43 GMT

OP it is my advice that you call the buyers bluff and do NOT reveal that you have evidence otherwise.

Revealing any evidence you have to a scammer may not work in your favour, IMO it provides them with the opportunity to make up another lie - such as they purchased an identical dress from another source.

I would just politely reply that I am fully confident that the dress was sent in immaculate condition. If there was damage to the parcel on receipt then I would advise that they take packaging and dress asap to Australia Post for assessment so they can pursue compensation accordingly. I would note that I would do all that I can to assist any investigation into the matter and that they should feel free to provide my contact details to any investigator regarding the matter.

Re: Return Request

snowbunnies2016 — Thu, 08 Sep 2016 15:11:45 GMT

I've just gone through a shocker of a return. (see my post "Buyer returned completely different item)

In the end eBay found in favour of the buyer and refunded because they cannot verify what I sent the buyer and what was returned as they cannot physically see the item.

when I rang eBay after accepting the return, the operator said always ring eBay (request a call back is the best option) when a buyer opens a return request or dispute and they can advise the best way to handle a claim. They told me if I had have rung them they would have been able to close the dispute in my favour without the need to escalate. Unfortunately too little too late for me.

but ring eBay and tell them you have photos of her actually wearing the dress and suspect it was damaged on the night it was worn This may just go in your favour.

good luck and I hope it's a good outcome for you.

Re: Return Request

curraone — Thu, 08 Sep 2016 21:08:43 GMT

A bit off topic, but I want to fall about laughing about how easy it is for people to be caught out these days - wearing it and having the photos in facebook !!!! I am a bit of a luddite and don't have anything to do with or understand facebook - too old for new tricks - but it strikes me as very funny.

Re: Return Request

davewil1964 — Fri, 09 Sep 2016 08:24:18 GMT

I agree, curra.

I don't do facebook much, nor are the things I sell likely to be displayed there, but people don't seem to realise that what they put online is accessible. Especially when they obviously don't bother with any security settings.

Re: Return Request

wantit_haveit_now — Fri, 09 Sep 2016 08:59:30 GMT

Thanks for this advice. I did ring ebay today, and they told me to post all the pictures that I had. If the dispute was escalated this would then give them enough to find in my favour.

Luckily, after contacting the buyer today and providing all my evidence, she wisely closed the dispute.

But it is disheartening that this is what ebay has become.

Normal people turning into crooks, just because ebay favours the buyer.

Re: Return Request

jellybirddesigns — Fri, 09 Sep 2016 09:01:13 GMT

Wantit - what did you actually say to the buyer?

Curious 🙂

Re: Return Request

imastawka — Fri, 09 Sep 2016 09:04:38 GMT

But this is the type of person that learns - next time they won't post photos

on Facebook

Pity the next seller they buy from

Re: Return Request

wantit_haveit_now — Fri, 09 Sep 2016 09:07:29 GMT

It took two messages

The First

Hi, I have spoken to ebay this morning regarding my concerns over this refund and they have advised me to inform you of the following. The item was sent to you with tags intact, photos of item were taken before despatch which clearly shows no damage to dress. On the 11th August you left feedback Stating - Item as described. On your facebook page there is a photo of you wearing the dress. If the dress was damaged when received then you would have advised me on the 10th August when you received item. If the dress was damaged then you would not be wearing it in your facebook picture. Based on this information I am declining to refund you, as per ebay policy a dress must be returned in the condition it was received and must be unworn. Please close this request. Regards Lee

The Second

In your opening comment on the dispute you state the dress did not come with tags, now you say you do have the tags and you removed them. You make no comment regarding beading being missing from the cuff. If I look at the facebook picture it shows you are wearing the dress and ready to go out or already out. The beading towards the side seam is intact (see attached picture). The item was delivered to you with tags and in sealed packaging, if there was any damage in transit then the beads would still be in the bag if not attached to the dress. This would have been immediately noticeable, not 27 days later. I gladly would refund if I thought I was at fault. But you clearly have worn this dress as shown by the photo. You have not been completely honest with me, stating firstly there was no tags, and secondly stating you could not wear the dress when you did. Please close this request, I will not be refunding based on the above reasons. I do feel you have not been completely honest with me, which is a shame because I certainly would have worked with you to resolve this issue. Regards Lee

The second message was enough, she closed the dispute

Re: Return Request

padi*0409 — Fri, 09 Sep 2016 09:16:07 GMT

@imastawka wrote:
But this is the type of person that learns - next time they won't post photos
on Facebook

Pity the next seller they buy from

And therein lies the problem of eBay siding with the buyer in the vast majority of disputes through the MBG.

I suspect that eBay is going to successfully kill off the goose with the golden egg, they've obviously sharpened the killing knife already and have shown that they are more than prepared to use it against their sellers.

Re: Return Request

kopenhagen5 — Fri, 09 Sep 2016 09:29:32 GMT

wantit, very well handled for a great result.

This buyer may think twice next time if the idea of an opportunity arises.

Re: Return Request

lane-ends — Fri, 09 Sep 2016 09:43:05 GMT

Problem is big chain stores already have to deal with this, so online is no bigger a deal for them. It is a numbers game, one that smaller sellers dont have the margin for.

Re: Return Request

springyzone — Fri, 09 Sep 2016 11:09:18 GMT

But this is the type of person that learns - next time they won't post photos

on Facebook

Pity the next seller they buy from

----------------------------

I think you are right.

This sort of scam behaviour isn't new. As a student I used to work part time in a dress shop and occasionally evening wear would be returned for a refund or exchange and unbelievably, in one case I remember, the hem had even been taken up & sweat stains were under the arms!!

People have more front than Myer, as my mum used to say!!

What totally surprises me in the present case is that anyone still has their facebook account open to the whole world. Crazy.

A quick change in her security settings and her photos wouldn't be visible to strangers.