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A buyer returned us cheap plastic items. We provided Ebay the pictures of the items returned.
This is what we provided Ebay.
We listed and shipped a new Montblanc Bohème platinum-plated rollerball pen with genuine leather case (pack of four), exactly as described. The buyer’s own photos confirm the item received matched the listing. Despite this, the buyer filed an INAD claim. Upon return, the items received were not the original Montblanc pens but inexpensive plastic pens. This is a different-item return, not INAD. We request seller protection under eBay policy. The buyer is defrauding us to a tune of $ XXX. Please help."
Ebay replied back that
The item has been delivered to you. We decided to refund the buyer and will deduct $XXXX from you.
We understand how frustrating it is that the item's condition changed but, unfortunately, we didn't receive proof that the buyer caused the issue.We understand how frustrating it is that the item's condition changed but, unfortunately, we didn't receive proof that the buyer caused the issue.
We want to appeal however the appeal form does not have the option of attaching pictures. Any suggestions
Also any way I can talk to seller support. Right now it gives us the option of email which does not seem very encouraging since it will likely go to someone overseas and our experience has not been good.
Ebay facebook support basically tells us, they can do nothing.
Please provide helpful insights. Thanks
