mam98031 • Volunteer Community Member • Buyer/Seller since 1999
I'm very sorry this happened to you. It is something that happens all the time to sellers sadly.
Before you refund.
Did the buyer file for a Request for Return or are they just emailing you with these issues?
Go take a look at the buyer's feedback, specifically feedback left for others. That can often show you if they are abusing the system by what they say about other sellers, especially if they neg some sellers.
If you see abuse in the FB, come on back and explain to us what you are seeing. Don't use their ID or any identifying information. That isn't allowed here. But tell us what you see otherwise.
Now if the buyer filed the claim for a request for return, go ahead and refund them unless you want to pay the shipping costs to get back whatever it is they are going to send. Sometimes I do that and sometimes I don't. It depends on my gut feeling regarding the claim. But no need to waste good money on return shipping if you feel you are just going to get something back you did not send.
If they have not opened a claim, ask them to do so and you'll take care of it from there. If they don't want to do that, then something is wrong. It could be that they have pulled this too many times and have gotten in trouble with Ebay for abusing the system. If they seem to not want to open the claim. Just me polite and professional and let them know that you will process their claim as soon as you receive the notification from Ebay.
When this is all taken care of, then you want to report this buyer for abusing the system to Ebay. Give them as much detail as you can about the product you sold and what they are saying they received.
https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084
