What would you do??

[nickelsanddimes2015]

A customer bought a brand new under eye cream. It was delivered on the 20th she contacts me on the 23rd and says "this product is either old or counterfeit I want a refund"

My response: "All of my products are 100% authentic. I do not sell fakes nor would I even know how to acquire fake products. I get all of them directly from QVC. I just received this item in and all products that have dates are well into 2024. Can you please send a picture of the bottom of the product so I can verify with the mfg."

I then contact the company to check batch codes for this product and and it comes out it's good until 04/2024 I sent her over that information from the mfg of the products via the email I received from them.

She then replies: I have used this product before. there is always a change you can see , not with this . used for 3 days nothing . something is wrong with it.

She replies again: Irregardless of expiration date, this product, (at least the bottle I received) does not work. I do not believe it is justified to charge me for something that doesn't work as advertised and a refund should be issued.

She used the item for 3 days.... I did not advertise it saying it takes away dark circles I just advertised the product itself. I don't make any claims on what the product can do as I'm not the mfg of the product.

So what would you do? This is by far the most ridiculous request I have received.

[48hrs-clothing]

You have answered her question regarding counterfeit and there is nothing else that you can say or do because if a buyer wants to return an item then we as sellers know that  there is little or nothing we can do to prevent this.

Laws, rules and regulations were made on the basis of honesty and integrity and when claimant does not adhere to these values then you get incidents like the one you are facing.

Hope all works out to your satisfaction.

[alcoforever]

I would have responded "Sorry you are unhappy with the item.    Attached please find a prepaid return label.  Please send the item back for a full refund."

In retail, the customer is always right and that has never been truer than on ebay.   You try to fight it, you will lose both item and money and ebay will slap your account with a seller defect for good measure.

[kensgiftshop]

@nickelsanddimes2015 

I stand behind all my items and want the buyer to be happy with their purchase, so I always tell them to return it for a refund.

[chapeau-noir]

Unfortunately, you'll have to allow a return IF they file for one. eBay no longer cares if the item is used or not, and since you take no returns you will be unable to deduct for use/damage.  So, if she files, I'm afraid you're stuck with the refund.

I quit selling health & beauty because of stuff like this - if the product doesn't work they demand a return and my margin was never big enough for that kind of wastage.

[nickelsanddimes2015]

Of course I know how it will end up and accept the return if she opens one. I've been selling health and beauty for several years now and this is the first time out of 25,000+ sales that someone made a request like this.  

[kensgiftshop]

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@nickelsanddimes2015 wrote:

Of course I know how it will end up and accept the return if she opens one. I've been selling health and beauty for several years now and this is the first time out of 25,000+ sales that someone made a request like this.  

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If the cream had to set in a hot truck or trailer long, the heat might have some affect on it.

[chapeau-noir]

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@nickelsanddimes2015 wrote:

Of course I know how it will end up and accept the return if she opens one. I've been selling health and beauty for several years now and this is the first time out of 25,000+ sales that someone made a request like this.  

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Fine.  You asked what we thought and that's what I think.

[whattheactualfox]

I get it, but with ebay, they side with the buyer 99 percent of the time. I would honestly accept a return from the buyer because if the buyer gets ebay involved then ebay will give you a mark on your account if they need to step in.

And I am not taking sides, but it could have been sitting in a hot shipping truck and melted or damaged during shipping and maybe she honestly wants a refund. I am not trying to assume things, but justify the situation. Worst case, this will be a small loss, and probably the worst that happened 

[nickelsanddimes2015]

I appreciate everyones input 🙂  This was actually resolved and she didn't want to return it after she found out they changed the formula.

[donsdetour]

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@nickelsanddimes2015 wrote:

I appreciate everyones input 🙂  This was actually resolved and she didn't want to return it after she found out they changed the formula.

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Well that could cause confusion for sure;;; Glad it worked out..