PLEASE HELP. Buyer requested return. Does not seem authentic.

[rea.sys]

Hello, Guys! Need your help. Please advice.

Have sold the watch to the buyer. Listing, photo, description- everything is okay.

He paid and opened the case as item not received after couple days. STUNNING!

I send him the tracking number and the case was closed. Happy selling.

Then, after three days he is opening the return case describing the item suspected not being authentic and he want to return it. The returns was not accepted from the beginning. Amount of the sale was 1200USD. I do not agree with him and stated my position in the case that buyer just changed his mind and wants to return the item. Unsatisfied buyer reported me to eBay and PayPal. So I got inconveniense for the service. Then I got the message that case is putted on hold. Right after that, i receive following:

Important Case (1234567890) Update: Your Action Required SR# 1-1169123456789

Hello Aleksandr,

We are contacting you today about the 1234567890 (eBay item: 1234567890) has been delivered back to you. I understand the buyer opened the case stating does not seem authentic. We know these types of situations can be stressful. We are happy to help as we go through this case together.

After reviewing the claim, we see that your return has been delivered back to you. We kindly ask that you return to the eBay Resolution Center by end of day on 6/5/2017 and issue your buyer a full refund of 1,250.00 so we may close the case and credit you your eBay and PayPal fees.  If there are any issues, or you have any questions regarding this please contact us within this timeframe.

If we do not see that the refund has been processed through the resolution center by end of day on 6/5/2017 we will close the case, issuing the refund on your behalf, and seek reimbursement from you. If eBay has to refund the buyer, it can affect your search placement, selling limits, and other factors.

As we want to see you receive your fees back, we appreciate your promptness in issuing the refund.

We appreciate your time and cooperation in this matter.

Thank you,

Jo L.

eBay Customer Service

Watta?! No returns was sent to me. What they are writing me? I told that I do not selling cookies here. Need your consideration, professional selling advice and cooperation.

Thank you for any support.

Best Regards,

Happy living!

Cheers!

[duchess-at-speakeasy]

Your buyer is claiming SNAD (not as described), for which you MUST accept a return and pay the return shipping.  

I suggest you contact your buyer and ask for the tracking number and date of delivery to you.  Or call eBay and complain.

~~C~~

[tarpedge]

"Then I got the message that case is putted on hold. Right after that, i receive following:"

On what date did eBay put your case on hold? Can you copy that message here.

And on what date did you get the following message?

[rea.sys]

Hello. Thank you for your message.
The buyer asked eBay to step in on 2nd of June. They wrote they will get back in 48hours.
Then I receive that case is on hold.
"Hi rea,
Your case was placed on hold temporarily. We will get back to you with an update by Jun 05, 2017.
eBay Customer Support Comments:
We have asked for more information from your customer to confirm the condition of the item received. If any additional information is needed from you we will request it through an email." It was on the 2nd of June also.
And right after that I received the following that I have posted.
Confused, embarrassed, looking for the advice.
I want to avoid the return. Do not trust the buyer.
Item sent was matching the listing details.

P.S.: I will try to call tomorrow.

Best Regards.

[rea.sys]

Thank you. This is helpful. How to avoid such absurd situations?

[rea.sys]

I have got this also. Every message in one day. How to proceed?

eBay Customer Support has placed the case on hold until Jun. 5 to allow time to provide additional documentation.
If you issue a refund now, the case will be closed, and you won't be held at fault.
We have asked for more information from your customer to confirm the condition of the item received. If any additional information is needed from you we will request it through an email.

[rea.sys]

The case is, item was listed as described. Buyer have not contacted me or asking about the item authenticity or so. I have not listed the details. Just photo, price and note "bid with confidence". Now having this. Not funny. Not that safe place to sell.

[tarpedge]

Your buyer clicked Ask eBay to step in on Jun 2, but what date did the return request open? You're in Liberia, but where did you ship the watch? And does your buyer have a return to Latvia with online-viewable tracking?

[rea.sys]

He opened return request on 29th of May if this make sense. I am not in Liberia.

I am in Lithuania. The buyer have not shipped anything back to me. Please speak on the case if you are willing to help. How returns is proceed? What to do best, how to act?
Thank you.

[tarpedge]

... but where did you ship the watch? And how long did it take to deliver.

[phcd1]

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@rea.sys wrote:
Thank you. This is helpful. How to avoid such absurd situations?

---

By selling expensive items for cash up on pickup.

[creoleorchid]

Those messages from eBay are confusing. When a buyer opens a return and claims Not as Described, your options are very limited. But you have to do something. You can't just let it close. Usually the best option is to check the box "Return for refund".

Is the buyer also in Lithuania? You will have to provide the cost to ship it back if not. I don't know why eBay is telling you the watch had already been returned. That doesn't seem possible in that short of time. Unless the buyer somehow gave eBay a tracking number for something else. You will have to find a way to call them to sort that out.

What does it say the status of the case is in the Resolution Center?

[rea.sys]

Thank you for your answer, that is helpful. What is interesting, when I open the case in resolution center it says I have accepted the return. But the case have closed and is now on hold until the end of the day. But the message tell another story. Confusing- it sure is!
I think eBay first need to treat the sellers right because they pay them salary.
Because it is not a big joy to make expensive presents.
I will get back with the solution when resolved.
Best Regards.

[rea.sys]

Yes, as an option. But what if you wait and the buyer did not arrive?
I am not here to play, personally. Thank you.

[rea.sys]

I was shipping to the states. They arrived fast. Week about.