Hi eBay,
I sold a watch to a buyer in December 2020. When I received the watch from where I bought it, it was new with tags and working perfectly, but it sat in my possession for quite some time before it was purchased. The buyer states that when they received the watch, one of the hands no longer functioned and they needed to replace the batteries on their own. They contacted me stating they would dispute the charge with their bank if I did not send them a shipping label, and they left negative feedback on my profile stating I had not sent them said shipping label even though they had not contacted me nor initiated a return (I disputed the feedback and eBay removed it).
I contacted the buyer with a sincere apology and asking what course of action they'd like me to take, reminding them that 30 day free returns were available and they were well within the time frame to return it for a full refund. However, they stated they did not want a refund nor to return the item, and instead wanted a replacement watch. I wasn't sure if this was something they were within their bounds to request, but I entertained the idea because I hate having a dissatisfied customer and searched the manufacturer's website for the same watch, but it was out of stock and I could not purchase it. I told them this and they asked if they could get a similar watch instead, so I asked them to pick a watch they would like, and they never responded.
Today, they contacted me asking if I had sent the watch (the one they hadn't chosen) yet, and if I hadn't that they would dispute the charge with their bank. What should I do? I do not believe I did anything wrong and the way I see it, unless they returned the watch, they had no obligation to receive another watch from me in the first place. The 30 day window has now expired, so they can't even initiate a return if they change their mind and decide to do that. Thanks for your help.
