Buyer Return and Refund - Help Please!

r_a_w · ‎12-12-2015

A buyer bought two bottles of wine from me ($1,450) and before they received delivery they asked if I could supply a tax invoice.

I told them no as I'm not a business, just a private collector.

Now they have started a return case saying the 'item did not match the description'.

I've been selling on eBay for about 13 years and never had a problem, the photos of my bottles are always the exact ones the buyer receives.

Paypal have taken the money from my account and the buyer has left negative feedback.

All my listings say 'The seller won't accept returns for this item'.

I have asked the buyer to upload photos of the bottles to show how they do not match the description, but they won't upload anything.

I've tried to speak to them on the phone but they refuse to talk to me.

Can eBay/Paypal just take my money and refund it with NO EVIDENCE???

I have the following options in my case and have no idea what to do:

1. Accept the return

Provide a return postage label to the buyer via email. You're responsible for the postage cost. Wait to get the item back before you refund the buyer.

2. Refund the buyer

You fully refund the buyer to close this request. The buyer keeps the item.

3. Offer a partial refund

You have one chance to offer an amount. The buyer keeps the item.

4. Send a message

You can reply to the buyer.

5. Ask us to step in and help

If there's a problem, you can ask us to step in and help on.

Any suggestions?

Thanks