Question about potential issue with buyer

[3415len]

Hello, I thought I'd get some advice nice and early as I feel I have a 6th sense and can predict the future..

A buyer has been communicating with us through ebay messaging regarding some metal engineering stamps.

These stamps are worth $350+ and he basically told us that he only needs to use a few of the stamps and not all of them and asked us to split the set. We told him sorry but we only sell it as a set.

Regardless, he purchased the set and then when he received the item, he told us the stamps weren't the font that was in the picture.

Well, straight away we know he was wrong / lieing because we took the picture of the set ourselfs, and we only have one type.

Now, I could be jumping the gun, but my prediction is that he has used the stamps for his one off job, and now he wants to return them because he feels that he cannot justify spending $350 on one job.

We have told him we will give him a full refund + return postage refund if he sends us back the stamps on the condition they have not used.

Now one of 3 things can happen;

1. He decides to keep the stamps

2. He returns the stamps unused, we refund his money

3. He returns the stamps and they show sign of use, now what??

I'm tipping scenario 3 is going to happen and this is why I have made this thread. What would our next step be if scenario 3 did happen, as we cannot sell an item as brand new when it is second hand, especially for the price they are worth.

Please note, I'm only looking for advice & a civil discussion and not looking to argue with idiots who just post for the sake of arguing with you.

Thanks guys !!

[lyndal1838]

If it is a paypal dispute and the stamps are not returned in the condition they were sent (i.e. unused) then you can tell paypal that.

I am not sure how you will go though. In the "olden days" the buyer would lose the dispute, but there is plenty of evidence that the buyer always wins now.

If it is a Not As Described dispute on the grounds of an incorrect font, could you ask him for a photo...if it is As Described you can also tell paypal this.  It may make him think twice about a dispute if you have photographic evidence that the font is correct.

[boomct]

Difficult situation . . .  did you have a specific return policy on the listing? 

I think at this point all you can do is to gather as much evidence on your end to support your claim, from photos and the listing to emails that have gone back and forth so you can back up your claims to ebay.   Put it in writing factually and in a timeline so you can make a succinct argument.  

Look at the buyer's feedback too, their recent bids, and perhaps even talk over your concerns with ebay live help before the stamps arrive back -which aside from giving you good info will also be on record  . . .  like this post I guess! 

And do give us an update 🙂

[kopenhagen5]

If you only had the one set, I tend to agree, it is possible he has used the few letters he needed. We don't know for sure of course, but I would be strongly showing that it is the set pictured as it could be no other and suggest they re-sell themselves if they are finished with them.

They may have bought the wrong font, you are not obliged to refund in that case.

If they are returned and show as being used, your word against theirs and buyer could embellish scenario to PayPal if case opened.

I suggest staying firm on No refunds given.

[Anonymous]

If the buyer is claiming 'wrong font' and initiates a PayPal dispute for SNAD then get him to specific exactly which font he was expecting. You have a font sample in one of your listing's photos which should have made it more than clear which font he was going to receive.  Clearly mentioning the font style would have been a good idea though.

eg If he indicated that he was expecting to receive Arial narrow and your listing clearly showed Impact then it will all come down to buyer remorse and you can make a reasonable refund offer.

( original item cost less 'hire charge', no postages costs ).

Not having a shot at you but why can't the English send a printed example of the literature they wish supplied when having stuff made in Asia.

[Anonymous]

And here was I having a shot at Asian literature.....

 ...then get him to specific exactly...

Maybe 'specify'...lol

[phorum_junkie*]

If he returns them without going through Paypal and they have been used inform him that you have had it verified and can prove that they have been used so do not qualify for a refund and you will return them to him on receipt of $XX to cover delivery.

Tell them that if they should try and claim through paypal you will provide them with proof of them not having been returned in unused condition.

If they open a Paypal dispute before returning them then you need to be very specific about how they were exactly as described and you are prepared to provide a Stat Dec confirming that those were the only ones you had so must be the ones shown in the picture. I would also phone Paypal, be nice but firm, and tell them that the buyer is just after a refund and that the items are exactly as described and if they do find in the buyer's favour and give them a refund you will be taking the case to the ombudsman.

[Anonymous]

PJ my dear....

Tell them that if they should try and claim through paypal you will provide them with proof of them not having been returned in unused condition.

Would carry more weight if a mention was made of a JP being present when returned parcel being opened. It would remove the stickiness of the buyer's word against the seller's.

[*new2vintage]

Isn't it nice when an OP assumes we are idiots ? After over 10,000 transactions he can't work out what to do.

[dazzabelle]

PayPal doesn't require proof or documentation.

A buyer purchased a gold ring with a ruby that I had received as a gift then wanted a full refund as stated that it was a created ruby. In my listing I didn't claim natural (although I was under the impression that it was given that it was in 18 carat stamped gold and given who gave it to me) I never actually advocated this on my listing or to the buyer who only asked me about the size of the ring. Had I told this buyer it was natural and then it turned out that it wasn't then the fault would have been mine and they would have been entitled to compensation if they were not happy. This wasn't the case. This buyer was threatening negative feedback and opened a PayPal dispute and when I asked PayPal the reasoning behind them ruling in favour of the buyer their email said they consider the ring to not be a ruby as stated by the buyer, but they don't require proof or documentation to make that call. I actually did a google search that stated that the properties of the two rubies are very similar that only a qualified jeweller can tell the difference between a lab created and natural ruby. For me to test the ring would cost $60 when the purchase price was $120 and PayPal think that its not necessary and just take the buyers word.

So don't count on their help.

From the mouth of one of their customer service staff when I called up, after being on hold for 40 min and having my phone die mid conversation as it took so long I was told that PayPal rules for the buyer because if the buyer disputes the transaction through their own bank it undermines PayPal as a reputable financial institution.

So please advise why eBay mandates the use of PayPal and actually disadvantages their own customers?

Epecially when they have no jurisdiction over PayPal?

And even though I spoke to eBay and they gave me a reference number and advised that my listing was accurate, PayPal chose to disregard this saying that what eBay thinks doesn't matter and doesn't impact them in any way.

It is in their right to make their own decision, even if PayPal decides not based on facts, documentation or even does their due diligence on a claim, PayPal makes a decision based on their own personal agenda and doesn't care about their customers.

Is that really who eBay wants us to use and rely on?

In 8 years I have been buying and selling on eBay I have never been so appalled, disappointed in the system and just generally disgusted at being told the needs of PayPal are more important than being fair and getting to the truth!