Buyer Dispute: Requesting Refund (do they have a case?)

[glitterfairy64]

Hi, I sold a dress on Feburary 13 and 29 days later (after she took delivery) I received a message from eBay saying that the buyer wanted a full refund plus postage because there was something wrong with the sleeves. I have had zero communication from the buyer. There is nothing wrong with the dress and I was selling it because I need a size 10 and not an 8. eBay stated in their message that they were putting a hold on the funds for the dress until it was resolved. I wrote to eBay and they have closed the case saying the item is defective according to the buyer and I need to refund her. I then sent her a message stating I would refund her including postage and for her to the send the dress back to me with tracking and also asked for the tags to still be attached. It seemed I had no absolutely no choice. I still have not heard from her 5 days later. At what point can I say no? I have had over 1000 transactions through eBay over the years and have never had a problem. It seems I may have struck one now. Any ideas would be greatly appreciated!

[jjba6541]

This happened and is still happening to me..I sent tracking details and even informed ebay that Item had been delivered via australian Post.2 days later they refunded the buyer.I have phoned and written countless emails to the buyer and to Ebay.The buyer wont even respond to my messages.they are in the UK so it makes it harder.I asked them to return the item and the money to Ebay.I have threatend legal action but his ignoring me..It's a good scam used by many buyers..he has the money and the item,Ebay closed the case and wont reverse their decision.

[bakeandfry]

Why not follow through on legal action, 

Start here

 https://www.acorn.gov.au

[lyndal1838]

The fact that the buyer is in the UK makes your threat of legal action a bit hollow unless ACORN can help there.

[glitterfairy64]

Thanks so much for your knowledge. I have been selling on eBay for ages but have never had an issue until now so am clueless to this stuff. Yes eBay told me to escalate this and ask them to step in and so I did assuming they would help me. When I look at my Paypal account the funds are still sitting there but are "pending". I have still had zero contact from the buyer throughout the entire transaction. I'm a bit scared to contact eBay again but should I after the 5 days are up? I contacted the buyer through messages as eBay asked me to and have instructed her to sent the item back and I will refund her as eBay asked. 

[glitterfairy64]

This is the message I got from eBay. What exactly happens after 5 days? I should change my name to confused! Not great writing skills on eBays part either. I copied and pasted this. Hi Fiona ,   This is about the ‘not as described case’ the buyer samshane08 has filed, for the item Tigerlily Aegean Turkish Maxi Dress Size 8 Brand New RRP. $259.95 232229833798.   We've thoroughly investigated the case and found that the buyer should return the item to you. We're now putting the case on hold for 5 days to ask you to facilitate return by:    - Offering a pre-paid postage label (e.g. your own courier, shippingservice, Australia Post or via https://www.clickandsend.com.au), OR  - Asking the buyer to pay for the return cost (agreeing on the costin advance) and refunding the return postage cost to the buyer when you receive the item back OR  - Working with the Buyer to pick-up the item if both parties agreeOR  - Allowing the item to be returned to one of the your stores as longas you specify clearly to the Buyer the closest store and they agree to return the item to the store OR  - Confirmation from the buyer (via M2M) they are registered forPayPal Free Return Shipping program and will return the item through this process OR  - Offering a reasonable alternative solution to the buyer as long asyour communication is specific about the steps the buyer has to undertake and the buyer agrees to undertake these steps.  - Kindly let your buyer know through the eBay My Messages of your return option within the next 48hours.   We appreciate your cooperation.   Thank you for choosing eBay!   Warm Regards,   eBay.

[*tippy*toes*]

That's a lot of options! It's good that they haven't closed the case yet. Normally as soon as either party asks eBay to step in and help, they instantly close it in favour of the buyer and refund them (regardless of the reason for the dispute). I'm shocked that hasn't happened. I'm also shocked that they are telling you to correspond via My Messages. You really should be sending messages via the dispute. If you don't message that way, they see it as you ignoring the buyer and will close in their favour.

Send any message via the dispute. If the buyer ignores it, hopefully eBay will close it. If they don't and nothing happens, it should time out in around 30 days and your funds will be released. I wouldn't be sending a shipping label or anything until you have heard from the buyer. If you've attempted to make contact, don't do anything else until you hear from them. Maybe add one last message to the dispute along the lines of "eBay have instructed me to request a return of the item from you. I would like to discuss with you your preferred method of return, whether I send you a prepaid shipping label, or refund you the entire amount upon return. I look forward to hearing from you soon".

Try and keep any correspondence civil, even though it would be tempting to rip them a new one!

[glitterfairy64]

Thanks heaps for your advice! I'll send a message as you say and sit tight. Fingers crossed!

[glitterfairy64]

So eBay have contacted me this morning saying that they have seen that I have contacted the buyer asking for the dress to be sent back to my PO BOX. They have advised me that I should not use a PO BOX and use an alternative address. And they have put the case "on hold" for another 3 days. So I have sent another very polite email to the buyer requesting contact (I've still had none) and giving her my new address. When I go into the actual eBay case it says it is closed. However in my Paypal the funds are still pending. The emails from eBay could have been written by a child the grammer is so bad and it is signed Klient. A. If it wasn't in my actual eBay messages I would have thought it was a fake. Fingers still crossed.

[clarry100]

Some time back we had an INR case raised against us but the buyer never responded to any messages sent thru the case.
When 30 days had expired I called eBay and discussed what was not happening. They referred the case on to another team for review. After about 3 days they closed out the case with no penalty to us.
So you could end up with the same outcome if your buyer never responds. So just make sure you always correspond thru the case. So tight and wait. If after 30 days the buyer has done nothing then call them and point that fact out.

[glitterfairy64]

Today I got my first message from the buyer.....that she has decided to keep the dress after all! (Of course.....as there was nothing wrong with the dress) I hope eBay reads the message from her and that I get me money that is currently on hold. Should I phone eBay to point the message out to them? What a crazy saga this has been.