Last month I sold a $4000 cartier bracelet with a sales certificate to a buyer in the USA.
I truly put the same original item shown on the photos and description on the listing. Serial number between item and certificate were not different.
however, this buyer informed us that he got a bracelet but the serial number was different from the sales certificate attached to this item. We checked our shipping history but there seemed we made a mistake, but we finally accepted his return.
At first we told him to return by DHL, using cash-on-delivery (cost is paid by us when it is back to us) and we sent him a shipping label. He went to return the item by DHL but it was returned to this buyer because there was an issue with exporting an item over $2500 (this is $4000 item time time) from the United States.
At that time, he escalated this return request.
I contacted DHL and they told us that it would be better for the buyer ask how to write shipping label and return it by himself. So we sent him $100 for return shipping cost, telling him to ask DHL how to write exporting documents and try to return the item.
But he insists that he cannot return the item, and he needs more extra $40 for the return though we have paid $100 already. Do we have to send him $40 in this case? $100 is enough for the return though.
Now refund was made by ebay and case was ended in buyers favor. We are asking eBay to appeal decision, and we really need $4000 back or him to return the item.
Is there anything else we have to do? We really want to win this case.
I am really upset and worried with this issue. Can anyone advise me?
Thanks
