Buyer is making false claims - help!

[creatavision01]

I hope I can receive some advice. I advertised an item as new in box, as I had never used it. It had sat in cupboard, unused. The buyer first of all claimed it was dirty, then it was scratched, now that it is broken. She has claimed that it is either a fake item (dropped that, once I told her I have the receipt), and it has been used. It simply is not true. Her feedback shows on two occasions she has got a refund from items apparently not received, and on several others claims of faulty products where it is always resolved to her satisfaction.

I want to have the item sent to the manufacturer for validation it has never been used. Likely they would fix or replace it anyway, even if she maliciously broke it. (Am hopeful this would be apparent, as it is a very robust item.) Given it is for food production, and its nature, I am also pretty sure they could validate no food had passed through it.

She is refusing to send it unless I pay. As I do not believe the item to be faulty (it was not when sent) and given her aggressive statements, any advice on dealing with her and subsequently, eBay?

Thanks in advance!

[k1ooo-slr-sales]

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@creatavision01 wrote:

Great advice Clarry100, thank you. I have now received photos and it cannot possibly be the same item sent to her. This is old and has pitt marks all over it. I now think she has swapped mine. This is going to be hard to prove, but I am not going to let her off lightly. Disgusting behaviour. I have let eBay know that I refute her claim. I can certainly have my husband verify it was never used, and the condition of it when it left.

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Does the item have a serial number?  Did you take a photo of the serial number on your item for the listing?  Sometimes serial numbers are shown on the product sticker on the outside of the box.  Did you provide pictures of the box?  Is the serial number on the receipt?

If you can show that the photos she sent are not the same item through serial numbers then her claim should be denied.  Might be worth asking her to send a clear photo of the serial number.  Don't let on why, if you don't know the serial number of the item you sent then do not tell her that.  Let her think that the serial number will be her undoing.

edit: If it is the slicer/shredder then I see you appear to have used stock photos.  Serial numbers might not help you.