Fraudulent Request for Partial Refund

[lola47]

I have a buyer in South Korea who purchased a highly collectible cup and saucer.

she immediately messaged me with follow up questions about condition which were stated in the listing. I assured her about condition. She paid. I shipped ( to reshipper in NJ) 

Now she is requesting a partial refund of $15 showing me photos of a minor chip on the rim of the saucer.  Upon close inspection of her photos and my listing photos, I see that her photos are of another saucer, not the one I sent!  ( one small marking on my saucer is gold whereas its black on the saucer in her photo)

I would like to aoid a negative on this --- how to handle this?

[retrose1]

I would inform her that you shipped the items that were in your listing, and that the responsibility for switching the item is the reshipper she chose and she should be dealing with them about the problem/damage.

When a buyer starts asking questions and looking for reassurance just after they bought and before you ship - what they are doing is letting you know that they will be a pain in the patootie after they get the item.  My experience is that if I ship them the item, they will be demanding a refund soon after for some imagined reason.  I immediately ask if they want to cancel the transaction and never answer their questions.

[tunicaslot]

Your buyer used a reshipper and voided her Money Back Guarentee. If indeed the marking is different - I would say so and tell her she must have you mixed up with another seller as the saucer in the picture is not yours.

No one likes negs - but they no longer count against us - and you can respond to a neg in a professional manner that shows other buyers who look that - 1. You care for your buyer 2. You don't allow scamming. Many times a scammer will not leave feedback because that puts them on people's radar.

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@lola47 wrote:

I have a buyer in South Korea who purchased a highly collectible cup and saucer.

she immediately messaged me with follow up questions about condition which were stated in the listing. I assured her about condition. She paid. I shipped ( to reshipper in NJ) 

Now she is requesting a partial refund of $15 showing me photos of a minor chip on the rim of the saucer.  Upon close inspection of her photos and my listing photos, I see that her photos are of another saucer, not the one I sent!  ( one small marking on my saucer is gold whereas its black on the saucer in her photo)

I would like to aoid a negative on this --- how to handle this?

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[ersatz_sobriquet]

Point out to her the black marking and how it is not the saucer you sent and that she must have accidentally mixed up your item with another similar one she has. She will probably just go away at that point, knowing that you saw she tried to pull one over on you and that has failed. Then I would try to avoid a lengthy back and forth. 

[starroute-us]

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@ersatz_sobriquet wrote:

Point out to her the black marking and how it is not the saucer you sent and that she must have accidentally mixed up your item with another similar one she has. She will probably just go away at that point, knowing that you saw she tried to pull one over on you and that has failed. Then I would try to avoid a lengthy back and forth. 

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Hi @ersatz_sobriquet🙂

I agree, and if a case for NAD is open let us know.

[ersatz_sobriquet]

Hi back at you @starroute-us !

[tarpedge]

Don't mention the black vs gold marking.

Give 'em rope.

[tiramisu41]

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@tarpedge wrote:

Don't mention the black vs gold marking.

Give 'em rope.

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I agree, but keep in mind sometimes gold writing can look black when photographed depending on the angle/lighting/etc.

[femmefan1946]

If you want to be really grouchy about this.

Tell her you will send the Return Shipping Label to the US address she gave you and that she has XX days (whatever the standard is) to use it.

Basically, no refunds without returns.

Your buyer used a reshipper and voided her Money Back Guarentee.

As a non-US member myself I know that international returns are the most difficult part of transactions that have gone off the rails.

But in this case, this is the best information you could have.