Buyer Return and Refund - Help Please!

[r_a_w]

A buyer bought two bottles of wine from me ($1,450) and before they received delivery they asked if I could supply a tax invoice.

I told them no as I'm not a business, just a private collector.

Now they have started a return case saying the 'item did not match the description'.

I've been selling on eBay for about 13 years and never had a problem, the photos of my bottles are always the exact ones the buyer receives.

Paypal have taken the money from my account and the buyer has left negative feedback.

All my listings say 'The seller won't accept returns for this item'.

I have asked the buyer to upload photos of the bottles to show how they do not match the description, but they won't upload anything.

I've tried to speak to them on the phone but they refuse to talk to me.

Can eBay/Paypal just take my money and refund it with NO EVIDENCE???

I have the following options in my case and have no idea what to do:

1. Accept the return

Provide a return postage label to the buyer via email. You're responsible for the postage cost. Wait to get the item back before you refund the buyer.

2. Refund the buyer

You fully refund the buyer to close this request. The buyer keeps the item.

3. Offer a partial refund

You have one chance to offer an amount. The buyer keeps the item.

4. Send a message

You can reply to the buyer.

5. Ask us to step in and help

If there's a problem, you can ask us to step in and help on.

Any suggestions?

Thanks

[blackeye_au]

get on the phone straight away put your case to e-bay so it's on record....

sure they will give you what options you have ....

[pennyforum14]

If you opt to have eBay step in it is almost certain they will find in favour of the buyer, they almost always do.  One thing you could try is to ask the buyer to send the bottles back for a full refund including postage and send them a shipping label to cover the retrun postage, that way you will at least get the items back, and you are only out the shipping.

I presume you have a liquor license?  It is my understanding that even collectors need one to sell bottles from their collection.  It's not only against eBay rules, it is against the law.  If eBay steps in (either at your behest or the buyer's) and you don't have the appropriate license, not only will you lose your money, you will probably also cop a policy violation and maybe even a suspension.

[lyndal1838]

All good Penny.....Liquor Licence number is quoted.

[pennyforum14]

Thanks Lyndall, I must admit, I didn't look before posting, I was just going on the OPs comment that he wasn't a business and couldn't issue a tax invoice.  Now that you point it out though, I just had a look and it certainly looks like a business from the quantity of multiple listings and sales so I'm not surprised the buyer wanted a tax invoice.

[r_a_w]

Thanks for the replies.

I called ebay

Didn't get anywhere, they told me to do nothing and wait!

The lady sounded mexican and I really couldn't understand her.

Yes I have a liquor licence.

Penny, I only have about 35 listings and I'm lucky to sell one bottle every second month, I am not a business...

If I opt to have eBay step in, how can they find in favour of the buyer when they won't upload photos of the bottles for comparison?

Won't they have to see evidence the bottles are different from the description before refunding?

Does anyone know what happens if I ask eBay to step in?

Do they call me? call the buyer? look at photos for evidence (that are not there)? refund and close the case because that's the easiest thing for them to do?

I find this whole system a joke where a buyer can say something with zero proof and my money gets taken.

[pennyforum14]

From experience and reports from others on these forums, asking eBay to "step in" triggers an automated program which basically rules in favour of the buyer and refunds them, often without requiring them to return the item.  I don't think I've seen any posts from sellers who had a successful outcome from eBay stepping in.  It seems to be eBay's assumption that if the seller cannot negotiate a solution with the buyer they are not offering adequate customer service.

I'm happy to be corrected if there is anyone out there with a different experience?

[robinsonmarineparts]

As said by other members quickly send a return lable and get your goods back pronto.

If Ebay stepps in you will lose your wine and your funds, end of story.

If it was me i'd be straight onto it now.

If a buyer says that the seller is telling porkies then that must be the truth in Ebay's eyes, of course the buyer wouldn't be telling porkies.

[*tippy*toes*]

The only option you have is to accept the return. Any other option you will lose the money and the bottles. DO NOT ask eBay to step in under any circumstances. As already mentioned, the second you ask them to step in, the buyer gets an immediate refund and gets to keep the item.

As others have said, send a postage label quick smart before the buyer asks eBay to step in. Otherwise, you will lose both.

Edit: it's unlikely eBay will remove that negative feedback. Best way to tackle that is to leave the buyer username in a polite reply. Something like "<username> claimed not as described due to me not providing tax invoice" or whatever fits into the space. Don't be rude in a reply, whatever you do!

[r_a_w]

In what backwards world does a buyer get refunded AND keep the goods???

Does anyone know if you can speak to a person from eBay in Australia?

number goes to an overseas call centre during normal Australian business hours.

The first person was Mexican, english was average, the second was Indian and I couldn't understand them, had to hang up.