I have a buyer with a 2 month old account who is claiming a $80 lotion is fake.

I am an authorized reseller, and this item arrived DIRECT from the manufacturer the day before I shipped it to her.

2.  The item is NOT fake, in fact, there are NO fakes of this item out there.  It's a myth, and a sales point sellers try to make, by saying 100% authentic.  There are NO fakes.  People say there are to try and sell theirs over others, but there are NOT fakes.

3.  The item has a batch number on the bottom which the manufacturer could verify is their own.  If she sent the bottle into them they would also confirm it is their own.  But it's hard to stress the point, there are no replicas of this bottle, or the lotion inside it.

SHe is a prime example of someone stealing.

How do I handle this?I can assure you that your item is genuine and comes from the original manufacturer. However, if you are not satisfied with your purchase, please return it for a full refund.

Regards,
Your Name Here"

You can state briefly that it's genuine, just so you don't look like you're avoiding the question, but realistically, your best bet is to just say that you will refund upon return, and do so. Don't get into a debate.Did you somehow forget that you offer eBay's 14-day return policy? You MUST accept returns for any/all reasons, including buyers' remorse, with NO questions asked. Your buyer can return your items for any reason, so why are you all up in the air?

You ask "what do I do?' You tell them to return the item and once you have it back, you refund the entire amount which includes the original shipping.

Why is your buyer a "prime example of someone stealing?" Did she ask to keep the item and receive a refund as well?

I also don't get the jab at the fact that your buyer has a "2 month old account." So what? Did you, yourself, not have a 2 month old account at some point?If the buyer admits buyer's remorse, the buyer pays return shipping.

But... if the buyer claims SNAD, the seller usually has to pay return shipping (if they don't eBay will sometimes refund out of the seller's money and will sometimes do so before the buyer returns the item).


So, yes, claiming SNAD for something that is not SNAD is sometimes stealing if eBay gets involved and makes a quick refund. Even if eBay doesn't refund, if the seller is pressured into paying for return shipping for fear that eBay might side with the buyer, the seller loses money.


Claiming SNAD when there is no SNAD (and opening a case) also leaves the seller with a defect. If the seller gets suspended for spurious defects then, in the broadest sense, that's stealing too... the seller loses an income stream.