Buyer says items missing from parcel which were definitly in ther What protection does a seller have

[mimmimlovesdolls]

A box of dolls & accessories.  Original baby born items and some none original. All the original baby born stuff has gone.. so she says.  We have had communication but now she is asking to return. I know the buyer is lying . Do sellers have some sort of protection about this sort of behaviour.or do I just cave. 

[domino-710]

Forget the negative feedback - you can't do it.

[sandypebbles]

Buyers can only be left positive feedback or no feedback at all, it has been that way since 2008

If you leave a green tick with a neg comment (aka, a 'false positive') your account will be pinged again, as this is a violation of policy

Plus no point since nobody else knows who the buyer is anyway as nobody outside the transaction see the buyer ID

It isn't making anything harder for her, she does not have to do a thing now that she has opened the dispute

It is pretty much 'cutting off your nose to spite your face'

The buyer is not the one who will get 'punished' (for want of a better word) by eBay

[countessalmirena]

You cannot give a buyer negative feedback.

Don’t let the case get to the point of eBay resolving it in your absence of your own action. That’s the worst outcome for you.

Read this: https://www.ebay.com.au/help/selling/managing-returns-refunds/ask-ebay-to-step-in?id=4702

❝Whenever possible, we recommend resolving your buyer's issue and not asking eBay to step in. If it's counted as a case closed without seller resolution, it may affect your seller performance level.❞

❝If eBay steps in to help with a return at any stage and the buyer returns the item used or damaged, you'll no longer be able to deduct an amount from the buyer's refund, even if you qualify under our seller protections.❞

Also read this: https://www.ebay.com.au/help/policies/selling-policies/seller-protections?id=4345

And this: https://www.ebay.com.au/help/policies/selling-policies/payment-dispute-seller-protections?id=5293

And this: https://www.ebay.com.au/help/policies/member-behavior-policies/condition-returned-items-policy?id=47...

If you have photos of all that was sent by you, those should be used if you accept the return and deduct an appropriate amount for what isn’t returned to you.

You can report the buyer for abusive behaviour if you believe they have indeed abused eBay policy with a false claim.

[siddieswans]

 I understand why you are so angry but do try to take the emotion out of it. I would suggest just giving a full refund. That way all you are out of pocket for is whatever the item sold for in the first place plus original postage. You can certainly offer a partial refund and see if it will be accepted. Paying for return postage is fraught with issues IMO; you can have no idea what the buyer will return, nor how they may pad the postage cost.

Whatever you decide, do respond to the case in a timely fashion; if you ignore it, and eBay closes in their favour (as they certainly will), you will get a defect from eBay against your account. The only way I could see to appeal to eBay is if their Feedback Left indicated that this was a common (and therefore suspicious) theme with their purchases.

As others have said, don’t leave them Negative Positive Feedback; it is an offence, they could get eBay to remove it, and again you could get a defect from eBay. If they leave you Negative Feedback, I would just ignore it – you sell plenty of items, and it will soon get lost amid your (very) Positive Feedback. You are a very experienced eBay seller; if this is the first time this sort of thing has happened to you, you have been very fortunate. Respond to the case, block them and move on. Good luck.

[mimmimlovesdolls]

I know all you say is true... venting my emotion on here has helped and I have stayed calm with the buyer without saying outright.. I know what I have to do and appreciate all the feedback on her.  Thank you 

[mimmimlovesdolls]

You know after all my years on ebay I had forgotten one couldn't leave negative for a buyer . I have never had to . Thanks for the reminder,

[shoppingbag*]

There is really no way to prove that you sent all items unless you filmed yourself packing and labelling the box, and even then you may not win.  I would just pay for the return of the remainder of the items, give her a refund and then block her.  Put this down to a bad experience and move on.

[domino-710]

Shopping - you can film all you like - but the question would still remain - was that what was sent.

eBay has given the buyer ' cart blanche '.

[gutterpunkz05 · Accepted solution]

What ever you do, resolve the issue, either a partial refund or accept return.  If ebay are required to resolve the issue, you will most likely be hit with a  $22   dispute resolution fee, on top of losing the item and payment.

Plus you will have an unresolved dispute recorded on your seller metrics.

[designers*n*more]

And the buyer will get to keep the goods as well without requiring to return them