Return Request

[wantit_haveit_now]

Hi, I would like some advice on a return request I have received.

I sold a brand new dress, posted, and  received by buyer. Feedback received, alls good.

Yesterday I received a return request as beading on front of dress is damaged. Buyer stated they bought it for a function which has now passed. Buyer sent photos of front of dress and sure enough some of the beads are missing.  I offered a partial refund which they declined as they no longer had need of the dress and they were not able to wear it to their function . I know when I posted the dress that there was no damage, I also have photos of the dress that show there was no damage to beading.

Buyer states ebay post bag was damaged and that maybe dress was damaged in transit. This is when I started to doubt the buyer, ebay bags are tough not easy to damage and almost impossible to open without ripping them apart. So I went and had a look at the buyers facebook page and there is a photo there of her wearing the dress, at her function.

So what do I do, or what can I do. She has worn the dress, probably became damaged during this time. How can I prove to ebay that this item was not damaged. How should I respond to buyer, should I accept the return and try and fight it once I get the dress back.

I have found this year there are many more buyers who claim item is damaged when they received it. Mostly when I ask for photos to compare to my photos, they disappear never to be heard from again.

Any helpful advice would be greatly appreciated.

[jellybirddesigns]

I would certainly screenshot the picture of her wearing the dress because she will change the visibility of the post as soon as she realises you have seen it.

This scenario has happened many times before - buyer buys an item, wears item, claims item damaged, returns item and gets refund. What a great free shopping service us sellers provide.

Others will come along and give the best information on what to write to this shoplifter buyer.

[kopenhagen5]

Dear buyer,

I am always happy to assist in any issues arising with my products as I insist on sending only quality items without defects.

The item was checked before dispatch and I have photo's of the dress in impeccable new condition without defects.

Normally I am willing to accept returns, especially if there has been damage due to transit.

However I suggest you think very carefully on the next step you decide to take.

I am in the possession of photo's obtained online of yourself wearing the item you purchased, at the function it was intended for.

After seeking advice, I have been informed that if the return request is not relinquished, I am forced to report and provide the said photo's with timelines of this transaction to eBay and more importantly ACORN.

I sincerely hope for your sake you choose the correct path and should you do so, I am prepared to not file reports and forget the matter, putting it down to an unfortunate misunderstanding.

Kind regards,

[jellybirddesigns]

If the buyer chooses to neg you regardless - you can always respond with:

Buyer tried to blackmail me into refunding AFTER wearing the dress to her function

[kopenhagen5]

Keeping in mind, the buyer has the last say and can follow up in answer to the reply.

But I don't think the buyer will attempt feedback if a firm, professional stance is taken on the lie.

[lyndal1838]

Save a copy of her Facebook page with her wearing the dress and then call her bluff.

Suggest that the ACORN (online fraud) site might be interested to see the photo of her wearing the dress with no damage to be seen.

[getthel00k]

Positive feedback has already been left.

[kopenhagen5]

Of course, as mentioned in the OP. Thanks.

[thecatspjs]

OP it is my advice that you call the buyers bluff and do NOT reveal that you have evidence otherwise.

Revealing any evidence you have to a scammer may not work in your favour, IMO it provides them with the opportunity to make up another lie - such as they purchased an identical dress from another source.

I would just politely reply that I am fully confident that the dress was sent in immaculate condition.  If there was damage to the parcel on receipt then I would advise that they take packaging and dress asap to Australia Post for assessment so they can pursue compensation accordingly.  I would note that I would do all that I can to assist any investigation into the matter and that they should feel free to provide my contact details to any investigator regarding the matter.

[snowbunnies2016]

I've just gone through a shocker of a return. (see my post "Buyer returned completely different item)

In the end eBay found in favour of the buyer and refunded because they cannot verify what I sent the buyer and what was returned as they cannot physically see the item.

when I rang eBay after accepting the return, the operator said always ring eBay (request a call back is the best option) when a buyer opens a return request or dispute and they can advise the best way to handle a claim. They told me if I had have rung them they would have been able to close the dispute in my favour without the need to escalate. Unfortunately too little too late for me.

but ring eBay and tell them you have photos of her actually wearing the dress and suspect it was damaged on the night it was worn This may just go in your favour.

good luck and I hope it's a good outcome for you.