False Claim made by an International Buyer - Any Experience Against this? Help!

[cocoalliance]

We just got an " item received damaged" case open by a Canada buyer.

She purchased an enagement box from store ( very cheap compare to the oversea shipping cost), we handled it very carefully and kept some pics of the actual product we sent to her, and also plus a Signature Request On Delivery. The lady contacted us on the other day after she received it. She messaged us with a picture in dim light to demand a refund or at least partial refund for she saw some spots on the barcode label sticker.  We took the photo of the other box of same style in hands straight away to explain they were not marks or stain, they were just the glitter spots patters on the box, because some were covered by the barcode label and that's why there were some dark silouette of the spots pattern shown on the label. We also brightened and zoomed in the pic she upload to us to examine it, no stain no black mark, just the patten's silhouette. We also suggested her to peal it off, as it could be pealed off very easily. But the lady rejected, she claim hers looked different to the pic we sent, and she thought the box would be damaged or ruined if she try to peal it. Basically, only the refund will make her happy.  Did any seller handle such doggy buyer before? Just like searching bone in an egg and claim item faulty or damage on ebay?  We contact the Seller Help, they suggest to refund and request the buyer to return the product, but the point is the international shipping cost are much more than the item. This is so sick! Should we let the case open until ebay step in and we appeal ? We are going to close the Selling to Oversea after this, the economy enviroment is very bad, there will be more and more fishy buyer trying to gain freeby, international sales just make seller more vulnerable.

[sugar249]

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@cocoalliance wrote:

If there is actually nothing wrong about the label. Is it a fault because it stocked on the pattern? The label is not dirty or broken. Yes, I never seen a customer complain about the barcode label when it is not dirty not broken no stains but sticker on the pattern. Have you come across with this?  I can imagine only someone trying to fish on shopping platforms would make up an excuse with it to get keep it for free or get a good discount. 

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Interesting, I have looked at the photo's on the item in question, it doesnt show any barcodes at all.   So you are saying a false claim on the buyers part,  looks like an item not as described claim is fully justified.

[cocoalliance]

On the back of the box, of cause.  Do you took pic of barcode when you list?  
The case is “ item received damaged”…

[sugar249]

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@cocoalliance wrote:

On the back of the box, of cause.  Do you took pic of barcode when you list?  
The case is “ item received damaged”…

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All 300 of my listed items have pictures of all sides of the item,  

I would have opened item not as described,

[cocoalliance]

If the barcode needs to be in pics, buyer can open INSD cases anytime they want.

But, look at this case, it is ridiculous enough, the buyer could also complain like “ Look at these glitter spots, some of them are not circle enough, it is damaged” or if my product had no barcode sticker, she could find other sayings like “ there should be a barcode sticker on a product but there wasn’t, it is damage or faulty” , as a seller, I feel so vulnerable and helpless, some people just don’t feel shame when they make this excuse and sit behind the computer.

[davewil1964]

The bottom line is that the buyer is claiming not as described. Unless you are prepared to wear the cost of return postage, give them the partial discount and block them. And maybe reconsider offering International postage.

[cocoalliance]

Of course, some of your items are expensive. Some of them are pre-owned, you need to shoot every angle of them. I don’t sell expensive item on eBay, I only put barcode on MSN field when I list.

[sugar249]

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@cocoalliance wrote:

Of course, some of your items are expensive. Some of them are pre-owned, you need to shoot every angle of them. I don’t sell expensive item on eBay, I only put barcode on MSN field when I list.

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I guess an experienced retailer would cover all bases and describe the item accurately, be it pre owned, expensive or cheap.  If you cant be bothered then you are open to legitimate claims.

[cocoalliance]

Can the buyer open 2 cases against one order? 
If they can, I am going to refund that dodgy and request my item back. I ‘d rather loose money than let that dodgy think she can play the same game with other sellers and keeps on doing that. Then, say goodbye to selling international, the rising costs in livings will make this happen more frequently.

[cocoalliance]

We are not experienced enough eBay, but maybe we were so lucky in the pass, no dodgy come to track us, that’s why I need some valuable experience or ideas from you guys.

[cam-2793]

If you do choose to offer a refund upon return make sure you get it back before you give the refund . If you refund and then ask for it back they might not send it.