Refund request
Summary: benik75 is having a problem on eBay with a buyer who accuses the seller of providing a fake product and is demanding a refund after using the product. Despite the explanations and evidence provided by benik75, eBay decided to refund the buyer, leaving the seller frustrated by negative feedback and the loss of the money. max2661953 suggests contesting the decision with eBay in an attempt to resolve the issue.
Hello everyone,
I have a problem with a buyer after 6 years on eBay. The buyer receives their product, contacts me, and accuses me of selling a fake and says that one of the images in the description is not the right one.
I explain to them that the product is completely authentic, and I offer a discount for the mistake in one of the images (we’re talking about perfume, so the packaging isn’t really the important part).
She replies that the problem isn’t the image, but that the product is fake, that she has now used it, and that she can clearly see as a "Great Expert" (yes, really!!) of the brand that this product is not authentic!
I explain again that it is indeed authentic, coming directly from the official supplier. She changes her story and now says it does not match the description (the description was very clear about the product). She opens a case.
I explain to eBay that the problem is that she opened the box, saw the product, and still decided to use it, and that she has changed her reason for return several times. It is a cosmetic product, so it is now unusable. The buyer violated the return rules since she used the product. eBay tells me they have decided to refund the buyer and will charge me the amount. The buyer also left negative feedback…
What options do I have? What do you advise me to do? The situation is quite frustrating, and being acting in good faith, I feel trapped. Is it really normal that buyers can use our products and decide to return them on false pretenses? (I should note that I am a private seller and have never had any problems before)
max2661953
·3 years agoHello, @benik75 ,
You can contest the EB decision: https://www.ebay.fr/help/selling/managing-returns-refunds/contester-une-dcision-debay-concernant-un-retour-ou-un-objet-manquant-vendeurs?id=4369&st=3&pos=2&query=Contester%20une%20d%C3%A9cision%20d%27eBay%20concernant%20un%20retour%20ou%20un%20objet%20manquant%20(vendeurs)&intent=contester&lucenceai=lucenceai&docId=HELP1306