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Buyer wants a refund but has damaged my ring
I sold the buyer a Sterling Silver Garnet ring. The ring is marked 925 indicating sterling silver.
She messaged me and said that the ring is not sterling silver, but silver plated. She sent me a very blurry picture and stated that the silver was worn off the prong and on the band of the ring. The ring was in perfect condition when I sold it to her (she received it on Friday and I heard this from her on Tuesday night).
I purchased the ring for myself from a reliable source who told me it was sterling, and I, in good faith sold the ring as sterling silver.
I am willing to refund to her the money I made on the ring and her initial shipping cost. However, I am upset that if indeed there is now wear on the ring, because it was in perfect condition and a beautiful ring when I sent it out.
Also, will ebay refund the seller fees?
I have a 100% positive rating on ebay and I would hate to have this one customer, who (possibly) damaged my ring ruin that.
Any help or suggestions would be grateful appreciated.
Thanks,
Dawn
mr_lincoln
Mentor4 months agoHi @snowgirl617
Correct me if I am wrong but items marked Sterling silver are solid silver NOT plated. That was my experience when I sold both silverplated flatware and sterling silver flatware.
What I would do is advise the Buyer to file an official return through eBay and then you can pay for a return label even though your return policy is that the Buyer pays. If they changed the condition of the item as sold, meaning some wear on a prong, then some of eBay Seller protections may apply ... like being able to deduct the original shipping the Buyer paid and up to 50% of the item price: Seller protections | eBay
The other thing you want to do is use the Report Buyer link on the sold item and alert eBay of an issue, like the Buyer is making a false claim and their picture(s) are insufficient for identifying the alleged issue. Definitely Report them BEFORE you issue any kind of a refund.
disneyshopper
Mentor4 months agoIf the buyer files a returns request for Not as Described, ebay's 30 days Money Back Guarantee overrides your no returns policy. You will accept the return and pay for the return shipping. If you refuse, ebay can refund the buyer from your funds, you receive a defect for an unresolved transaction, you do not get the final value fee refunded, and the buyer is not required to return the item. Too many defects and sellers can be restricted or suspended.
If the seller is a top rated seller with 30 day returns, or an above standard seller with free returns, the seller can withhold up to 50% of the refund if the item is received back in a condition that devalues the item. In this case, I believe the seller is not credited back for the FVF.