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*]

Jen I did everything you said.

I responded to their request of proof and gave it too them on more than 1 occasion and it it was like it had been totally ignored.

Each time I replied to their requests I followed it up with phone calls to make sure I had done all they asked and every time the PP rep said they can see I have done it all right and can see the buyer is at fault yet the dispute team seem to see it differently.

I spoke to a supervisor and even they said they can see I have done the right thing all the way and this is why I am so annoyed.

If they can ALL see the buyer had an obvious change if mind then why did they allow a 3rd got at a bite of the cherry?

I am happy to email you all the messages between myself and the buyer and with paypal if it would help to see where I went wrong.

But according to PP I have done everything right to the letter.

[jensmanchester-australia]

Then as you mentioned before it looks like the ombudsman really is the only way to go.

Paypal have made the error so to fix the error it is going to cost them out of their funds......and that is something they don't like to do.

[1sweetap6v8]

@sparky, Look sparky there doing what there doing because its good customer relations cant you see that , If you are telling the truth which im not saying your not and you havent left anything out then yeh its not fair on you but you will have your merchandise back and with a bit of luck PP might take the hit on your behalf so you could end upwith your funds and your item to resell with a bit of luck, Why dont you just wait for the item to be returned as i believe its suppose to be returned then take it from there.

Truely at the end of the day ebay really have no choice in refunding a disgruntled customers money its really that simple thats why they are its cheaper than a court case especially at the cost of your item If you have done nothing i think you will get a pleasant surprise..

As for your predicament  for your sake i hope it works out . Best of luck.

[phorum_junkie*]

What proof did I provide?

Lol the buyer's own emails, remember she said I should have known the cerise tee shirt was not the shade of red she wanted to go with her tartan kilt and that the printed on label inside both tees scratched her delicate neck, she also tried to say one was not BNWT, obviously she did not spot the tag under the arm, I offered to send Paypal a photo but they were already laughing so much over her rantings they said not to bother :^O

[crypsynight]

Sparklz I just want to say I hope things work out for you.

As anyone knows - okay, almost anyone, as there is one sweet poster out there that so loves the sound of their own....errr....typing, that they haven't even bothered to read the actual details (I mean seriously, why would you start up a thread asking how to handle a situation, and then just make up what  happened instead of stating facts??), and are fully versed on Consumer Law because "their mate went to court once".

Right, as I was saying....as anyone knows..... if something, for example, goes to trial and ends with unfavourable results, then it cannot be re-trialed without new significant information. They certainly cant call its something else and try again.

And that is exactly what Paypal have done to you. They ruled in your favour, twice...surely that's enough without the buyer trying yet again.

Swap the emails for court banter and what do you have?...

"Well ya see ya Honour, this time I troooly mean it coz I got the toy now and it aint what I bought - it's the wrong size and don't fit me." :^O

For Paypal to accept a third claim means that no claim out there ruled in favour of the seller is safe - not if the buyer can just open up another one.

Bit of a worry, when you think about it......

[davewil1964]

There is no such thing as a sweet Valiant. That's why they went broke.

[*sparklz*]

The items have been returned.

They had been removed from the packing and obviously played with in the 10 days before being returned  as the material was mattered.

I called paypal again and told them the items are not in the condition they were sent and had been removed from the packing and as she had stated she did not want the items BEFORE she even got them there was NO reason for her to have even opened the packing they were in. Open the satchel yes BUT not open all the packing and bubble wrap on them

The PP rep said as she never stated she no longer wanted the items so she is entitled to a full refund now they are returned.

I said they are NOT in the condition they were sent and then directed him to the original dispute opened before she even had them where she stated She will return them unopened when she gets them as she no longer wants them.

He went silent for a few mins and then came back with Oh my goodness. You are correct and the buyer should never have been told to return for a refund for change of mind.

He told me that the buyer will still be refunded and then said that that the full amount would also be creditied back to my PP account as  paypal should not have found in the buyers favor to start with.

So the payment should be there within 24 to 48 hours.

I asked him to send in writing what he has told me over the phone and if that money is not there within 48 hrs I will be calling back.

So persistence has paid off and I thank those that gave support and advise in this.

And while typing this the email has arrived to say the funds will be returned to my PP account.

[chuk_77]

glad you have (will be getting) the money back and the BK's sparklz. Has the buyer been blocked? Hope they are not able to leave FB 

[*sparklz*]

They left FB 2 days after the transaction which ebay removed as they had not even got the items.

So I assume that they can no longer leave it again.

[crypsynight]

That's great news for you Sparklz. 🙂

It's also good to know that Paypal occasionally admit they are in the wrong.