Buyer requested return for received fake item

[jadon_h]

Hi. I sold genuine (Apple sleeve for ipad pro) on eBay a week ago.

I purchased it from local Target and sold it because I no longer have ipad.

I have an original receipt.

Today, the item has delivered and the buyer requested for return. Reason was opened, not genuine, and the color is different and said I'm a liar and terrible. Also, buyer attached some photos and it's definately fake item and looks cheap. This buyer is trying to get refund and send fake item. I called eBay customer service and explained everything and told them I don't want to accept this return because this buyer is abusing eBay policy. They said just don't do anything on return request and wait until due date and they will look over it when the case has opened. I also report this buyer as misuse ebay policy.

I got a reference number from customer service but should I have to wait until they make any decision? or is there any chance that I can win this case?

On the return request page, it says if I don't respond by Feb 28 or we may approve it for me. Should I have to wait and do nothing until the end?

[castlemagicmemories]

if you wait and do nothing, buyer will escalate and Ebay will find in their favor, and you will get a case closed without seller resolution defect that can really hurt you.

[mam98031]

Oh that is dangerous advice.  If you do nothing and cross that date, your buyer can escalate the claim to Ebay and that will typically mean they will rule in the favor of your buyer and you will get a defect on your account along with having to accept the return and refund or Ebay could force you to refund and allow the buyer to keep the item.

Let's see if the blues can shed some light on this matter for you as you are certainly not the first buyer in this position.

If it were my claim, I'd email the buyer and express my concern for their issues.  I would let them know that I would accept the return and refund once I have it back.  I would further explain that I have all the documentation from the place I purchased the item from, so I could compare what they returned to my documentation and take it up with the retail business I purchased it from.  

That may or may not discourage a buyer from acting in bad faith, but I would certainly try if it were me.  Staying polite and professional in the email.  Then I'd go and accept the return in the claim.  Once you do that, monitor the claim so that you know if they actually use the label to ship the item back. 

@Anonymous 

tyler@ebay 

[jadon_h]

Thanks for your advice.

I already left a message on return request page and the buyer is keep saying that I'm a liar and want return shipping label.

I think this buyer will return with fake Apple ipad pro sleeve.

Once I accept this return and receive fake item, what should I do?

This buyer will get all money back and steal my item.

[mam98031]

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@jadon_h wrote:

Thanks for your advice.

I already left a message on return request page and the buyer is keep saying that I'm a liar and want return shipping label.

I think this buyer will return with fake Apple ipad pro sleeve.

Once I accept this return and receive fake item, what should I do?

This buyer will get all money back and steal my item.

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Hopefully one of the blue's will be by soon and maybe they can offer some information that may help.  I tagged them in my earlier post.

[ohnojoey]

If they filed a not as described claim and they want a refund, then you must accept the return. 

You cannot base your action on "what if" and refuse a return or refund. You will have to accept the return then deal with the "what if" after the return.

It is possible that if you ignore the claim, ebay will refund the buyer and let the buyer keep the item as well.

[Anonymous]

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@jadon_h wrote:

Hi. I sold genuine (Apple sleeve for ipad pro) on eBay a week ago.

I purchased it from local Target and sold it because I no longer have ipad.

I have an original receipt.

Today, the item has delivered and the buyer requested for return. Reason was opened, not genuine, and the color is different and said I'm a liar and terrible. Also, buyer attached some photos and it's definately fake item and looks cheap. This buyer is trying to get refund and send fake item. I called eBay customer service and explained everything and told them I don't want to accept this return because this buyer is abusing eBay policy. They said just don't do anything on return request and wait until due date and they will look over it when the case has opened. I also report this buyer as misuse ebay policy.

I got a reference number from customer service but should I have to wait until they make any decision? or is there any chance that I can win this case?

On the return request page, it says if I don't respond by Feb 28 or we may approve it for me. Should I have to wait and do nothing until the end?

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Hi @jadon_h, we take concerns of authenticity very seriously. While I'm certain you stand by the product you sold, and understand that you have documents to support that this case is authentic, if the buyer is not reassured by this information then we would expect you to accept the return. Once you have the item back, you are free to reattempt a sale to another buyer. 

We will monitor for signs of abuse and take appropriate action as needed. The only thing you need to do is accept the return and ensure that return shipping is covered for your customer. Waiting for eBay to take action could result in a negative impact to your account and I will ensure the conversation you had with Customer Service is reviewed for appropriate coaching. 

[goodluckselling · Accepted solution]

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@jadon_h wrote:

Hi. I sold genuine (Apple sleeve for ipad pro) on eBay a week ago.

I purchased it from local Target and sold it because I no longer have ipad.

I have an original receipt.

Today, the item has delivered and the buyer requested for return. Reason was opened, not genuine, and the color is different and said I'm a liar and terrible. Also, buyer attached some photos and it's definately fake item and looks cheap. This buyer is trying to get refund and send fake item. I called eBay customer service and explained everything and told them I don't want to accept this return because this buyer is abusing eBay policy. They said just don't do anything on return request and wait until due date and they will look over it when the case has opened. I also report this buyer as misuse ebay policy.

I got a reference number from customer service but should I have to wait until they make any decision? or is there any chance that I can win this case?

On the return request page, it says if I don't respond by Feb 28 or we may approve it for me. Should I have to wait and do nothing until the end?

---

You can either accept the return and issue the label or not?  You did agree to handle all eBay money back claims when you listed the item.

Now the advice the eBay rep gave you is not a good one for a seller, but it is all you left them with.  You told them you will not or do not want to accept the return and the advice although will turn out bad for you as a seller was all they could offer you because you boxed them into this response.

If you accept the return request (which is what I do) they still have to follow through with the return in a timely manner ( 5 business days or 7 days total to show an acceptance scan)  if they do not you can call and have the return request closed out in your favor.  Once you get the item back then you refund and handle any issues you have with the returned item.

If you elect to not accept the return request, you are basically telling the system that you do not want the item back and gives eBay the power to decide on both you the seller and the buyers behalf.  eBay will always side with a buyer when a seller does not even try to resolve the issue.  The cost may not be worth your costs and or stress over it, so many sellers will just refund and move on to better transactions.

You have a choice?

Good Luck Selling!

[castlemagicmemories]

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@ohnojoey wrote:

If they filed a not as described claim and they want a refund, then you must accept the return. 

You cannot base your action on "what if" and refuse a return or refund. You will have to accept the return then deal with the "what if" after the return.

It is possible that if you ignore the claim, ebay will refund the buyer and let the buyer keep the item as well.

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I agree.  Best to cross that bridge when you come to it as the what if may never happen.    

[vejtrjojbvs0]

Fighting with a buyer (even when the seller is right) rarely turns out good for a seller.

ebay rather severely frowns on the practice, again even if the seller is right.

The buyer is always right applies here.

It has been proven time and again a seller's best option is to instantly reply with "please return for a full refund" and also instantly accept any returns and gracefully play along. Counter-intuitive as that might sound, it has been proven to work best.

[jadon_h]

Thank you for the reply.

I feel really bad but I think I have to accept this buyer's return.

I'm not sure I can keep selling on eBay because there are too many liars and I feel like eBay doesn't care about sellers.

I didn't know I could lost both money and item if I just followed what eBay representative said.

I have a question.

What if I accept the return and if the buyer shipped fake item, can I claim this buyer before refund?

I just got a document from Target.

I have (Original receipt, Chatting with Target CS, document and photos)

[mam98031]

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@jadon_h wrote:

Thank you for the reply.

I feel really bad but I think I have to accept this buyer's return.

I'm not sure I can keep selling on eBay because there are too many liars and I feel like eBay doesn't care about sellers.

I didn't know I could lost both money and item if I just followed what eBay representative said.

I have a question.

What if I accept the return and if the buyer shipped fake item, can I claim this buyer before refund?

I just got a document from Target.

I have (Original receipt, Chatting with Target CS, document and photos)

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I understand how you feel.  But you have to know that most transactions don't end up like this.  If they did, no one would sell on this site.  

Also it helps to keep in mind these are NOT personal transactions, they are [every single one of them] a business transaction.

I hope your future holds great things for you.

[castlemagicmemories]

OP, I know you feel really badly about this, and I am so sorry.  

You can appeal the case after you receive the item back.  You may be reimbursed for your shipping.  

You might even get your item back.  Good Luck to you.

[classic_luxe]

Definitely use the "Report A Buyer" feature and detail what has transpired, including that you have documentation of what you purchased and sold. If the buyer returns an item different than what you sold immediately notify eBay and even if they decide against you then file an appeal. Take photos of what was returned vs. the photos of what you sold and provide the documentation of the purchase of the authentic item.

[ittybitnot]

What if I accept the return and if the buyer shipped fake item, can I claim this buyer before refund?

No,  basically you will be refunding anyway no matter what they send back or eBay will do it for you using your money.