Refund request closed and chargeback opened - How to provide evidence? How to get the item back?
Good evening.
Days after receiving positive feedback, we received an email accusing us of fraud and simultaneously requesting a return on the grounds that the item was defective. Now, granted that the product appeared to be working perfectly, since it was viewed from the very first second to the very last, to avoid controversy we would have refunded everything upon return of the goods but... the return was already closed!
In addition, upon checking, eBay does not allow us any appeal of the dispute since the dispute is, in fact, closed.
What is open, however, is a chargeback request, and here two options are provided:
1) accept and refund everything
or
2) challenge it by providing evidence that shows the item matches the listing description.
We can also support the response by providing the following:
-Proof of the condition of the item before it was shipped
-Proof that we attempted to resolve the buyer's issues related to the item
-Any other relevant information
Since the buyer claims to have received 1 defective dvd, so the dvd set has no value, the question arises as to what proof (strictly an image file, so a photo) could ever prove the perfect working condition of a dvd.
In conclusion:
question 1) how could a seller accept the return if it is closed before they can do so?
question 2) how could a seller prove that a dvd works perfectly through a photo?
question 3) it says "We will work with the buyer's payment institution to see if the item can be returned to you" ...Does this mean that if the dispute is resolved in the customer's favor, the return of the product is not even guaranteed to us?
Thanks in advance
heavenwelkin
·2 years agoGood morning
If the buyer opens a regular eBay procedure, this provides for the return of the merchandise.
If the buyer opens a chargeback with their banking institution, the eBay procedure provides for this type of request (the return of the item), but not all banks are the same, so a lot depends on how the bank decides to handle the dispute.
In that case, let us know how it develops.
Kind regards.
marioelegio
·2 years agoProduct returns are guaranteed by eBay only if the seller accepts the return and return conditions within the first 3 business days after opening the eBay return procedure.
Try to have eBay customer service contact you using the link at the bottom of this page …. https://www.ebay.it/help/selling/getting-paid/gestire-le-contestazioni-del-pagamento?id=4799
hi
mario