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first a return request, then payment dispute
A buyer claimed that what I sold them was not what was described. I sold them something that is sugar free but they were claiming it wasn't because it didn't say so on the box and that the item made their blood sugar spike. They did not even try to contact me. They went straight to ebay and claimed that I was being fraudulent because I'd covered up parts of the box with stickers to hide info and that "sugar free" was not stated on the box. As supposed proof, they posted amazon photos, (which I also used in my listing) that showed "sugar free" on the box but I told them that it was not the actual box amazon was showing, it was for information purposes. Regardless, in my listing I had posted photos of the actual box I was selling that can be seen and the stickers were there when I bought the box. I researched this item thoroughly to make sure it was sugar free, even though box didn't advertise it. They even sent me a photo of a box they bought from walmart that stated it was" sugar free" on box. This difference between box I sold and the one they purchased from walmart is that the new box design showed sugar free for marketing purposes but ALL ingredients were IDENTICAL to item I sold them. I warned him that if the item I sold him supposedly made his blood sugar spike, I suggested he not take new supplements he purchased either because they are the same ingredients and I suggested he look at ingredient list in future, not whether the advertising says sugar free. I talked to ebay and they were absolutely on my side, said they'd release funds, protect my seller status and refund buyer out of their pocket. The return continued to stay on my account though and buyer got antsy from not receiving the refund so they then disputed the purchase with their bank. I called ebay again and got an agent that told me almost the complete opposite of first agent. She didn't even want my reference #. She'd said that she didn't know why agent said what he said but that I was now meant to fight his institution personally now, with no help from them and my account is not protected from a negative review-I can only make a request to have it removed. The first agent also acknowledged that I've been a seller on ebay for 25 years and have NEVER had negative feedback. He said none of this would put a "ding" on my seller account and negative feedback would be automatically removed. I would normally refund a buyer over a small amount like this but he was very rude and blaming me for being fraudulent, which I take personally because I am very communicative and honest. Which agent is correct? Why would both have such different information? My partner suggested I call ebay again to get a new agent but I want the community's opinion first. Thanks!
