Buyer made up issue with Coach bag to get refund

[jkotlar]

I sold an authentic (authenticitynot disputed) Coach bag to someone on eBay. The bag was in like-new condition, with minor wear on the feet and leather that WAS STATED in the auction description. The day they received the bag, I get a nasty email from them and a disputed charge AND an escalated claim from PayPal within minutes of eachother saying the item was not as described. This was their message:

CAN YOU TELL ME WHY YOUR PURSE HAVE SOME STAIN OUT SIDE LIKE DARK SPOT YOU DID NOT SAY ANYTHING IN YOUR LISTING YOUR PURSE IT NOT LOOK AT GOOD LIKE IN YOUR PICTURE YOU BEEN TAKE IAM NOT HAPPY WITH THE PURSE I WANT MY MONEY BACK

The buyer didn't even attempt to resolve this with me. I don't hide flaws or wear in my descriptions because I don't want the negative feedback OR the hassle of what I'm dealing with now. The told the buyer that there were absolutely NO MARKINGS on the bag when it was shipped and requested a photo of the "stain" they were referring to. They refused to produce a picture of the stain saying they didn't know how to email pictures. This person is also a seller on eBay and their items have pictures! The email they send to me was almost indecipherable, and so was their dispute/claim report to Paypal. Do I have a shot? My funds have been suspended and they still have the bag. The description of the "mark" or "stain" has also changed from their email to me and their report to Paypal. Help!

[surplusdealdude]

Yes, you have a shot.

Forward your proof of authenticity to ebay - use this link to access the dispute;

http://res.ebay.com/ws/eBayISAPI.dll?ResolutionCenter&cf=20

I hope that you have lots of pictures of the bag, including the part where the buyer says it's stained.  Send those as well.

Before you do any of that, do some research;

Look in the buyer's "Feedback left for others" and see if the've done this before.  If so, contact their victims and see if the story's the same.

Go to the "Handbag" forum on the discussion forums on ebay.com and talk to them about this person - they may know of her.

There was an extensive discussion on the ebay CANADA boards about this type of claim a couple of months ago.  I believe it was in the "User to user" discussion board and it was over 100 posts in length.  You might find those discussions helpful and I'd contact that seller as well - she got an advanced study course in how to fight twits like this off, she could be a useful resource.

Once you have all of your information available, file the documentation with ebay ( ebay handles disputes for items bought on ebay, not paypal - that's been going on for a year now.)

[jkotlar]

She wasn't disputing the authenticity, just saying that there was a stain on it. Paypal already sided with them and has frozen my funds (and requested the refund) so long as I get the bag back in the same condition I sent it in- which was WITHOUT STAINS! I am worried that I will get the bag back WITH a stain and won't be able to file an appeal. What do I do then??

I checked their "feedback left for others" and almost all of them just say "thank you"..

UGH!!!!!

[surplusdealdude]

Paypal already sided with them and has frozen my funds (and requested the refund)

Paypal hasn't made any such decision - they always freeze the funds as a precaution.

And, since this is an ebay sale, ebay, not paypal, is making the decision.

I am worried that I will get the bag back WITH a stain and won't be able to file an appeal.

You might get a stained copy back as well.

It's your choice - you can fight or you can agree to refund.

[jkotlar]

I received the email this morning that they are siding with the buyer. Once I get the item and confirm it has been received they will release the funds back to the buyer. If I appeal, will they hold the funds until the appeal is over? Do you know how the appeal process works?

[surplusdealdude]

If the buyer wins the case and returns the item WITH TRACKING, then Paypal will refund them at that point.

Filing an appeal doesn't stop that - Paypal can always get the money from the buyer again if you win.

Note that, if the buyer does not return the item with tracking, they cannot win the case, even if you actually receive an item.  Just don't admit receipt, make the buyer prove it.

However, if you refuse the shipment, and it's tracked, that counts as receipt for Paypal's purposes.