Okay everyone, so long story but please help me, I may need to file a police report and I need to know the best way to handle this.
I am having an issue with a buyer. She is claiming that the item is not as described when I have ample evidence that it is. She first stated she wanted to return the wig because she “didn’t like the color etc” but when I stated that I did not offer returns, she changed her story to claim it isn’t as described and the “photos are false and fake”. She claims that the wig is darker than she expected, but I listed the wig as a medium blonde, uploaded the original receipt with the color stated as “darker blonde with subtle roots” and she claims that the photos made it seem like a light blonde. I uploaded numerous photos in natural bright lighting, including some of me wearing it which you can see the true color. I believe the buyer is being deceitful in trying to return the item. She initially offered me $350 for an item listed for $650 and we agreed on $550 and I paid for shipping. When I first shipped it, she was getting frustrated because it was delivered late (even though I told her it was probably delayed due to covid-19) and it had only been two days since I shipped it and she claimed it wouldn’t arrive in time for her wedding on Tuesday 4/21. Now, one week later, she is claiming the item is not as described, which she should have known when she opened the package a week ago, if it were wrong, but it is not. I have a photo of the wig in the package time stamped to the day I took it to the post office to prove it is the exact same wig that was pictured and that I sent to her. I did not mislead the listing in any way. I tried reaching out to her to ask for photos and haven’t heard from her yet, but she has initiated a refund request. Customer Service on Twitter told me that if she escalates in on May 1st they will automatically process the refund and that I have to pay for shipping. This is unreal and I cannot believe that is the way eBay is doing business. I was under the impression that ebay took the time to investigate the situatuon and decide who was in the wrong, not automatically take the side of the buyer. This is really frustrating because it is $550, that is a lot of money and she shouldn't receive a refund over false accusations. She even stated that if I did not process the refund she would open a case to ensure she got her money back, like she knew how to work the system. I have attached the photos of the listing photo, my timestamped photo that matches the listing photos exactly, and my timestamped post office receipt.
If ebay pushes through the refund request, can I refuse to pay shipping and refuse to refund her? Can I file a police report for her being deceitful? I truly don't believe she will send back the wig or send it back in the quality that it was. Below is a photo of the wig on my listing and a photo of the wig in the box right before I shipped it. They look the exact same. I've asked her for photos of it and she hasn't responded which is what I think is ridiculous about ebay just automatically refunding her when you can clearly tell they are the same. Please offer any insight if you can. I used the money to buy a new wig so I can't even afford to refund her and hope my wig comes back in good shape. Anyone have insight? Thanks.
