Frist ever for not as described item

[*sparklz*]

Long story short here.

With over 5000 sales I have NEVER had to deal with an item not as described dispute.

Buyer put in offer, offer accepted paid and posted.

Buy starts to ask questions after item is posted and realises she has purchased the wrong size item.

Description was 100% accurate re the item and size.

Buyer not in the know assumed she was getting bigger version.

Buyer then opens dispute for item not received less than 24 hrs after paying.

I call PP and tell them the item was paid for less than 24 hours ago.

PP say just wait and see what happens.

Next day buyer changes dispute to not as described.

Tracking shows the item is still in transit and not even delivered.

Call to PP again, they close the dispute and release money back to PP account.

2 days later buyer opens another not as described dispute saying item is not new as per description.

I supply all the proof possible to show it is exactly as described along with the history of the buyers disputes after a change of mind.

Paypal tell buyer to return to seller on the 27/9 for refund by the  by 8th Oct

Today the final day buyer enters tracking number for return of item.

So what happens if

a) the item is exactly as described and the buyer was using any excuse to get the refund (which is the case) as the item is as described.

or

b) they have damaged or used the item in the 10 days it was in their possession before returning it.

What proof would I need to send PP to win this dispute.

The buyer has sent abusive and profanity filed language via the ebay messages (which have been reported)

I can not understand how after opening 2 disputes BEFORE they even had the item that PP would even find in her favor when it was obviously a change of mind or buyers remorse.

[*sparklz*]

bsal

on the 27th paypal told the buyer to return the item and enter the tracking details by the 8th Oct.

They left it till the last possible moment to return the item.

[*sparklz*]

Thanks K5

But why should a buyer be allowed to do this and get away with it?

I have no idea how many times this buyer has pulled the same stunt.

I will fight this as best I can and in the end if they still get the refund then so be it but I will not let it go without a fight as a matter of principle.

The feedback she left was removed by ebay as they had the tracking details and could see they had not even had the item delivered to them yet to warrant leaving the FB they did .

I am sure they were annoyed about that 🙂

[bsal6160]

Chalk that one up to experience and move on i say.

[thecatspjs]

Thanks K5

But why should a buyer be allowed to do this and get away with it?

I have no idea how many times this buyer has pulled the same stunt.

As others posted you are doing well to get this far without this happening.

It has happened to me a few times over a couple of years, where descriptions were 100% accurate and a buyer has appeared to have regretted their purchase, overlooked key details or made a mistake.

If the signs were there from the outset that the buyer was not happy with the purchase, even though the description was correct,  I probably would have messaged and offered to refund on return of the item in the condition it was sent, less the postage and FVF paid. 

Nonetheless, I do understand the principle you are standing by and hope that you get a suitable paypal resolution outcome. 

[digital*ghost]

I would be disregarding the buyer at this stage and focussing my attention squarely on PayPal - if they find in the buyer's favour, I would dispute it on the grounds that the dispute was already closed in your favour and should not have been re-opened (and if PayPal want to give 'second chances' to buyers like this, they can foot the bill - no way would I accept having to give a full refund to this buyer. Purchase price - fine, if item is in exactly the same condition, but not the original post cost and/or any other expenses incurred). 

This is very similar to the "cerise" case, if you'll recall the result of that. 😉

[*sparklz*]

January if you read all the messages from Helen you will see the apology from her. It was the last one she sent. 🙂

[*sparklz*]

Yea DG I vaguely remember something about that.

But how does one prove to paypal that the item is as described when they did not even take notice of all the proof that was sent on their request.

There was the description and photos to prove I sent what was described and after a 3rd attempt one assume PP could see it for what it was.

I even sent the link to the BK website to verify my description was accurate and still it was ignored.

Off to bed now.

[digital*ghost]

Yea DG I vaguely remember something about that.

But how does one prove to paypal that the item is as described when they did not even take notice of all the proof that was sent on their request.

I wouldn't try, I would contest their decision on the basis that they already found in your favour and returned the funds, therefore you have already "proven" to their satisfaction the buyer wasn't entitled to a refund on the grounds of INR or SNAD. 

If PayPal choose to facilitate such an obviously fraudulent, spurious claim, IMHO they need to pay for it. 

[phorum_junkie*]

Sounds a bit like the cerise saga, I won that one in the end with Paypal but unfortunately not at the buyer's expense.

[tall_bearded]

As all the facts point towards a change of mind return I would accept the return on condition that buyer bears all the out of pocket expenses incurred; both postages, all fees - eBay and PayPal etc, and I would communicate that offer to the buyer via PayPal.

Then if the buyer refuses, and PayPal gives the buyer a full refund, including the initial postage, I would collect all the paperwork together and lodge a dispute with the Financial Ombudsman Service.

You can then watch in amusement as PayPal tries to explain why, when all the evidence points to a change of mind claim, and though the PayPal policy specific precludes change of mind claims from their definition SNAD, they paid it anyway.  But it won’t get to that point because, as soon as you lodge the dispute, PayPal will in all likelihood fold.