About to get scammed by buyer, need help with policy!

[orchardresale]

I am a reletively new seller with little experience( 84 ratings and 100% good feedback) and I think I am about to be scammed. I need help from experts like retrose1 , as I do not know policy well enough to protect myself from people who prey on new sellers and abuse eBay policy in order to rob them. This transaction is worth more than I earn of eBay in a month.

The buyers feedback is 100%, but they have 2-3 transactions with a single seller over and over. This makes me suspicious that this might be a scam account, accumulating fake feedback through shell acounts and transactions.

I sold a preorder for an EXTREMELY LIMITED convention exclusive action figure set for $275 with free shipping in June. The item would be released in August. I updated the buyer on the items shipping status and offered to cancel the item if the buyer did not want to wait. As soon as I recieved the set from the convention on August, I shipped the item out, even packing in an extra accessory or two for the buyers patience. 

Here's where it gets sketchy. On August 28th, after my package had arrived the buyer stated that they got a package at their parents house but didn't know if it was from me or not. They stated they were not there to open it and they were going to have their prother open it to "make sure everything is ok and no damage or anything". He then asked for the tracking number, which I gladly provided. I then sent a message to the buyer to let me know when they'd gone over everything/checked the package and that I packaged everything with extreme care.

I got no response until October 17th, when the buyer messaged that they just opened the package and found the packaging with a knife mark as well as sticker residue on the side of the packaging. The buyer inquired if I had cut the shipper box open with a knife when opening it and left a sticker residue. The buyer provided pictures that did indicate a ling scratch on the side as well as the residue. The thing is, I didn't use a knife when opening the manufactuers shipper and the set actually slide out from the top of the box and not the side, where the damage was. Furthermore, it came packaged completely in bubble wrap, leaving no chance that the item would have any superficial damage, let alone one on the side. Since this was an inspensive item, I inspected the collector set throughly before I shipped it and I took pictures of the surface. No scratches or residue to be found. 

I am afraid of losing a case and having to either recieve the damaged item(it's value plummeting due to the damage) or being scammed by the return. I need help from experts, please help! I have yet to respond to the buyer. 

[frasm22]

The buyer had 30 days to file a return on eBay, 180 on PayPal

[orchardresale]

Would it be best for me to offer a return? Or would a discount suffice?

[frasm22]

I wouldn't do anything unless they open a return case

[penguins_dont_fly]

Dear Buyer;

We are sorry that you are unhappy with your item. Please return it for a full refund.

To request a Return, go to your Purchase History. Select "Return this item" from the dropdown menu.

Thank You.

Seller

[orchardresale]

I see. How should I address their claim of the scratch and the adhesive residue? It does'nt seem like a huge problem but they might open a case for INAD. 

[lewisburggold]

If they open a case retun , refund ,block, then report.  Best regards

[penguins_dont_fly]

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@orchardresale wrote:

I see. How should I address their claim of the scratch and the adhesive residue? It does'nt seem like a huge problem but they might open a case for INAD. 

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See ^^above^^

Return for Refund

Return for Refund

Return for Refund

[orchardresale]

Do I have to refund the purchase? According to official eBay policy "items shipped to another address after original delivery" are not covered under the eBay Money Back Guarantee policy.

[fashunu4eeuh]

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@orchardresale wrote:

I see. How should I address their claim of the scratch and the adhesive residue? It does'nt seem like a huge problem but they might open a case for INAD. 

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Generally when dealing with scammers, advising the buyer to return the item for a full refund is your best bet. All you need to say is in the suggested reply of the other poster. Not necessary to get into a conversation or address the details. Just keep repeating ‘Sorry, please return for a full refund’.

However, if the buyer has a legitimate claim, a partial refund might be an option, though many sellers avoid them, believing it sets a bad precedent. But you’ll need to unravel the buyer’s motivation. I’m wondering if your buyer’s brother could have damaged the item. (Doesn't explain the adhesive residue.) But the buyer could be on the up and up.

As a point of order, presales have a special policy on how they can be listed on eBay. It looks like your listing didnt follow policy. You must be able to ship a preorder within 30 days from listing. Here is the link to that information:

https://www.ebay.com/help/policies/listing-policies/presale-listings-policy?id=4252

Your buyer cannot open a SNAD on eBay because they only have 30 days from the date of delivery to invoke the Money Back Guarantee. They could however open a claim in PayPal which allows 180 days from the date of purchase. (With PayPal, the buyer is required to pay the return shipping.)

[missjen831]

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@penguins_dont_fly wrote:

Dear Buyer;

We are sorry that you are unhappy with your item. Please return it for a full refund.

To request a Return, go to your Purchase History. Select "Return this item" from the dropdown menu.

Thank You.

Seller

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If this was sold in June then the buyer cannot open a return request. The option goes away after 60 days 

[frasm22]

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@orchardresale wrote:
Do I have to refund the purchase? According to official eBay policy "items shipped to another address after original delivery" are not covered under the eBay Money Back Guarantee policy.

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Don't refund. The buyer is past the eBay deadline to file a case.

[missjen831]

Since this sale occurred 4 months ago....ignore the buyer. They cannot open a return request with eBay because the sale occurred over 60 days ago. IF they paid with their PayPal account, they have 180 days from the date of payment to file with PayPal. At this point there’s no way to arrange a return through eBay & get your fees back so I would do nothing unless they open a PayPal case.

[fashunu4eeuh]

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@orchardresale wrote:
Do I have to refund the purchase? According to official eBay policy "items shipped to another address after original delivery" are not covered under the eBay Money Back Guarantee policy.

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They are outside the window to make a claim on eBay.

However, if they open a case thru PayPal, you will have to refund. Most cases are closed in the buyer’s favor when there is a dispute. If i were you, i would wait to list expensive items until you are more familiar with the policies and can better protect your interests.

[orchardresale]

I will definitely wait on listing expensive items until I know eBay policy and how to protect myself better. In the meantime, how should I respond to the damage claim? Offer a partial refund? Or just ignore it and wait and see if the buyer opens a case through PayPal?