Refund request closed and chargeback opened - How to provide evidence? How to get the item back? | Rules and safety

golgo13theprofessional · 2024-03-09T18:42:08.889000Z

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 everythingor2) 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 informationSince 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

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Refund request closed and chargeback opened - How to provide evidence? How to get the item back? | Rules and safety | eBay Italy