@maryxian89,
- The Shiseido face cream might be fake; it's certainly possible. (You should not mention the seller's details including user name. As mentioned, that is against the Community policies.) However, in order to prove that it is fake, you must present evidence. Have you been to a Shiseido rep here in Australia to request a statement on letterhead from them that it is fake, as Lyndal suggested? If you have, then you're home and dry. If you haven't, then base your complaint on the face cream as looking different to the photo in the listing, or different from the description. You can say "I suspect it's fake based on the difference between what it looks like and how it was listed", but unless you're an expert, your opinion will not count as evidence.
- You say the seller "deliberately entered a fake tracking number". It is an Australia Post number, but it's not a trackable number. It could be either Registered Post International or International Economy (Air and Sea). Unless you have contacted Australia Post by phone or email and have been informed that the number is a fake tracking number, you should really not be saying that it was a fake tracking number. Moreover, to say that the seller "deliberately" entered a fake tracking number calls for your being privy to what another person was thinking or feeling, and this is not possible. HAVE you contacted Australia Post? Perhaps phone AP tomorrow before you follow up with eBay, to ensure you have the facts to hand. However, it's not an important point if you're following up now with eBay, because you did receive the item. The IMPORTANT issue now is that you are out the cost of return postage.
- You say the seller "deliberately provided a fraudulent return postage label", etc. As has already been said, the seller is not an Australian seller, and cannot send you a return postage label for Australia Post. There seems to be some miscommunication here. You also say there was a wrong seller address (how would you know that it's wrong?) and wrong description of goods (but surely it's clear that "face cram" is simply a mis-spelling of "face cream"?). What you mention about the value of goods being too low is another matter and I certainly agree with you that this is an issue. But if you're going to follow up with eBay to seek further resoltuion, this (point 3) is irrelevant. Don't divert from the main point if you want the best chance of a good outcome.
- You say that the seller demanded that you pay the return shipping fees; that would certainly be unfair and against eBay policies in the case of an item being significantly not as described. This is an important point. Make sure you can provide evidence of this; if the seller said this in the Resolution Centre or in eBay messages, eBay can check this when you contact them.
- You say that eBay instructed you to send back the item to the seller, it doesn't seem as though you communicated clearly and effectively throughout the process. Did you speak to eBay on the phone, explaining that the item was fake and furthermore that the seller had wanted you to pay return postage and that the postage label provided was fake, because the seller was the US? Had you spoken politely and clearly with eBay, you may well have found that the dispute would have been closed in your favour without the need to return the item. In following up with eBay, this is an important point.
- You say that the seller refused to refund the return shipping fee. Do you have evidence (email, eBay message, or in the Resolution Centre) of the seller agreeing to pay the return shipping fee? This is something that you will need; you will have to follow up with eBay. This would be a very important point.
At any rate, it's apparent that you are very upset and perhaps as a result of that, you haven't used eBay's Money Back Guarantee in the most effective way.
I think your best approach now is to contact eBay. eBay's "Have us call you" option is by far the best way to get in touch with eBay. (Emails are useless, for a number of reasons, but primarily because the responses, when they are finally sent, are bot-generated.)
eBay say: We'll call you at the phone number registered to your account, or you can enter a different number.
We’re available from 8am to 10pm AET, 7 days a week.
Explain what has happened. Be calm and polite, and have your facts at hand. You've got the dates ready - which is good. Avoid saying things like "deliberately" and "violated" and "demanded". You're much better off saying "I wasn't sure that it was actually a real tracking number because I could not track it on the Australia Post website"... and "I was under the impression, as per the eBay Money Back Guarantee, that the seller would pay for the return shipping cost". (Quote the relevant bit from the policy.) Say "As you can see in the seller's communications, they wanted me to pay for the return shipping".
Basically, take emotion out of it. Speak with the utmost politeness, quote eBay policy, keep a record of the eBay rep's name and the time and date, be co-operative, and perhaps you will see a good outcome.
