Dispute issue? How to close case?

[thebohoteaco]

Hello, sorry long message ahead.

Very new to eBay, this is the first time I’m encountering a dispute issue. Buyer received item on December 15. Monday Jan 4, I got an email from eBay that stated she disputed item (outside of eBay, through her payment provider) saying it was not as described in listing and that she had contacted eBay and seller (me) but no response. I sent her a message, that same day, through eBay and asked if she could show me pictures as to why it’s not as described. I told her I will give her full refund even if she doesn’t return the item as long as she can show proof. (Note: buyer claimed she could not print return label and go to post office and was upset about that). I also told her that I have gone through all our messages and never had an email from her regarding the item before the dispute was filed. Today I asked if she received my prior message and if she could provide the proof. She replied saying she has no idea what I’m talking about and that she loves her item and has worn it. 

At this point, I’m thinking she disputed the wrong item/seller? She has over 700 positive reviews so I don’t think she did this on purpose? But how do I close this case? If I “challenge the case” it only allows me to attach one picture and I can’t even write to explain what happened. 

Any help is greatly appreciated!!

[pburn]

You can try to defend yourself by uploading her message to you about liking the item.

Show her your message from eBay and ask her to close the case with her credit card company if she can. 

If she refuses, or continues to claim she has no idea what you're talking about, just refund her, if that's an option. It's possible eBay or the credit card company will just take the money from you. If you have an opportunity to get your item back, do that--I couldn't really tell from your original post--but she's going to get refunded one way or another, believe me (unless she closes the claim).

P.S. A buyer is under no obligation whatsoever to send you photos of anything. Period.

[lamber9347 · Accepted solution]

@thebohoteaco Save her message where she says she loved your item and is wearing it as a jpg, which is an image. Upload that image to the response. It's your only option to upload an image so create one using words. Learn to beat the game. Best of luck to you....

[thebohoteaco]

---

@pburn wrote:

P.S. A buyer is under no obligation whatsoever to send you photos of anything. Period.

---

I understand the customer is always right, and most big companies/sellers always accept a return, no questions asked. But the only reason I was asking for photos to show proof it didn’t match the description listing is because I will *not* be getting my item back. She said she could not print a return label and go to the post office. Not trying to be rude, but are you saying that it’s wrong of me to ask? I have no qualms about refunding, I’ve done it before with no issues. 

[ittybitnot]

 is because I will *not* be getting my item back

It appears that with the MPayments payment dispute scenario, not ebay claim,  there is no option to select "return for refund" if the buyer goes directly to their payment source to file a dispute.  There is no option for the seller  to explain anything unless you include some text as part of the  ONE photo allowed to contest the claim.   

I suppose if your buyer gets their refund, even though they filed on the wrong seller for the wrong item, maybe you can get them to repay by sending a PayPal invoice? /sarcasm

[pburn]

---

@thebohoteaco wrote:

---

Not trying to be rude, but are you saying that it’s wrong of me to ask?

---

Nope. Didn't say that. You can ask for whatever you want--just be aware the buyer isn't required to oblige.

[thebohoteaco]

---

@ittybitnot wrote:

It appears that with the MPayments payment dispute scenario, not ebay claim,  there is no option to select "return for refund" if the buyer goes directly to their payment source to file a dispute. 

 I didn’t know about that! Thank you for letting me know. That explains why she said she could not print a return label.

[thebohoteaco]

I will try to do this! Thank you.

[monster-deals]

---

@thebohoteaco wrote:

---

@pburn wrote:

P.S. A buyer is under no obligation whatsoever to send you photos of anything. Period.

---

I understand the customer is always right

---

You're gonna get rolled and rolled if you stick with that mantra.

[thebohoteaco]

Honestly trying my best not to, but sometimes it just seems easier to take the loss than fight it... I will challenge the dispute though, but hoping it won’t bite me back lol.. thank you everyone!! I’m learning something new everyday 🙂

[monster-deals]

---

@thebohoteaco wrote:

but sometimes it just seems easier to take the loss than fight it.

---

Sometimes. 

Sometimes I just don't want to deal, sometimes it isn't worth the money and sometimes the customer is actually right, not often but sometimes.