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

[lyndal1838]

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@r_a_w wrote:

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?

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In the ebay world when you ask ebay to step in you almost always lose the money and the goods.

Speaking to somene in Australia is not going to get you anywhere as they do not have anything to do with

[allfixelectrical]

Once again it appears to be a blatant case of fraud, aided & abetted by ebay and paypal.

There is not much you can do about ebay other than what has been suggested by other posters, ie call them immediately and state your side of the case so that at least it is on record.

I would also call paypal and explain to them what is going on as they seem more willing to listen to reason these days than ebay.

You can call PayPal on 1800461973.

If paypal eventually refunds the money without you receiving the items back or you get them back and they are not in the condition sold then immediately report paypal to the FOS (Australian Financial Ombudsman Service).

The link to do so is here:-

https://forms.fos.org.au/onlinedispute

Also report the buyer and ebay to ACORN

https://report.acorn.gov.au/

As mentioned by other posters, DO NOT ask ebay to step in and help via the return process as that will almost certainly trigger an automatic closing of the case in the buyers favour and funds removed from your paypal account.

Ebay may think they are above the law in Australia, but PayPal certainly isn't and will be held accountable by the ombudsman.

It may also be worth your while getting a signed affidavit putting forward your side of the case and uploading it to PayPal as part of your defence.

You can email it along with all case details to auexecutiveescalations@paypal.com.

Good luck !!