Fraud

[flutter_3pb]

So I recently sold a pair of brand new Ugg boots. The person bought them and after not receiving payment after 48hrs I messaged. She asked if she could pay 1 week from the day she replied. Which I let her. Received payment on that day. She just sent me a message saying I changed the picture after she purchased them and is claiming I’m fraudulent and wants a refund. I never once changed the picture. Can someone please advise me on what I should do. Thank you.

[bubbleman2010]

Tell them they'll need to contact ebay and file a formal complaint. If they do and you recieve a SNAD email from ebay you'll need to select return for refund..

[*madison]

The feedback you left the buyer will be removed if reported because it's not allowed.

Tell the buyer it's impossible to change pics when a listing has ended. You can also state that fact in a reply to the neg that the buyer left you.

If the buyer files a snad on the basis that the pics were change after the listing ended, you might get lucky and win the case because ebay knows changing pics is impossible when a listing has ended..

[bigdeals.etc]

I actually get this complaint pretty often surprisingly. Many buyers end up not believing me when I tell them it's not possible to change it. I've even gotten some who claim I changed the price on them and they originally paid a lower amount but now they see I changed it and took more money from them... again not possible to change what a buyer paid me.

Many times buyers see so many other listings and often get confused and start jumbling them up together.

[lookng2015]

Sounds like a classic case of a buyer forgetting WHICH specific listing they actually hit BUY on.

[slati_2013]

One, set up your Unpaid Item Assistant to close sales not paid for. Two, never message a buyer who has not paid to ask them to pay. The Unpaid Item Assistant will remind them they have not paid. Nothing good comes from pestering a buyer who does not want an item to pay for it. I do not get the slightest bit upset by non-paying buyers. It is just a minor inconvenience, and list the item again once eBay closes the case. 

Since it is not possible to modify many things, including pictures in an auction once there is a bid on it, you should call CS to try to get the negative removed. 

[chrysylys]

Aside from the other posts, I don't see a Revised indication on the listing at all which is normally there if a listing is ever changed.

.

[mallontown]

people do not know but there is a place on each listing page that will show if any changes are made to the action. You can use that in your case against the buyer if they start one

[tiramisu41]

@flutter_3pb

As others has noted,  it impossible for a seller to revise any part of a listing including photos after a listing is sold.  There's just no way to do that as the listing is no longer active ("editable").  

In fact, with items that have been listed using an auction format (like yours was) which have received at least one bid, it is also impossible to revise the description or add photos if 12 or less hours remain in the auction, let alone, afterward.

Further, had there been any revisions to your listing at any time while the listing was active, there would have been a notation in your listing to that effect as eBay makes note of it automatically.  (See below.)

So obviously, your buyer has either  a) Mixed up your listing with someone else's; b) Thinks you're  not savvy about how eBay works and hopes she can pull a fast one and/or scare you into accepting the return for the reason she stated.

I'd just message her back and say something like...

"Thank you for letting me know of your concern.

The boots you purchased from me was eBay Item #XXXXXXXXXXXXX.   Are you sure you haven't confused my listing with another one for a similar item?  

Given how many items are listed on eBay, it's easy to mistake  to make,  However, I can assure you the photos that appear in my listing after the auction ended are the same ones that appeared in the listing when you placed your bid.

It's not possible for a seller to revise a listing on eBay after an item has sold, much like it is impossible for a buyer to revise their bid on an item once the auction has ended.   Once a listing has sold it is no longer active and cannot be accessed or revised.

I  hope the above information is helpful to you.   Thank you for contacting me so I could clarify."

Best regards."

Perhaps by sending her something like the above, she will go away.  But maybe not.    

If she's determined, she'll just abandon her first justification (photo swap accusation) for another and still file a Return Request citing SNAD.  How to handle the situation depends on what your buyer does. The important thing at this point is that you respond back to her so make sure that you do.   Then sit and wait, and come back here for more advice if you need it.

Also, keep your communication inside eBay Messaging so eBay can review it if need be.   If you have proof of her faulty assertion you changed the photos AFTER the sale which is why the boots "aren't as described" - eBay, knowing that is not possible, will be much more likely to overrule her SNAD claim and classify it as a remorse return if/when things go that far.

HTH

[myboardid]

The suggested message is excllent, I would use it if I were you. 

Have you shipped the boots yet?  If not, add to the messae - would you prefer to cancel this order?  If you get a "yes" in return, then go ahead and cancel it.  Nothing good comes out of forcing a buyer to take an item they don't want.  You will end up having to pay for the return shipping. 

[*eponymous*]

Cancel and refund, as the buyer requested.

[kattinsanity]

The auction ended 1/25~~1 week later buyer paid~~cancel & refund not possible~~buyer already has boots.

[flutter_3pb]

I have shipped them.

[flutter_3pb]

Thank you so much for your help.

[secretsquirrelisnowhere]

Tell her to go to the listing and hit the button "see original listing" and all the photos will appear. She is probably confused because when an item is sold the leading pic is the only pic shown and yours is of the box end. She may have thought she is getting a box only, no boots.