Buyer Opened a Dispute on Paypal- "Item not as Described."

[Sooozles]

Hello
I’m not sure if this has been covered before but I sold a pair of Chanel shoes to a buyer on Ebay on October 7th. These are authentic sandals as they were my aunt’s and purchased by her at Saks several years ago. Earlier this week the buyer contacted me on Ebay (well after my 30 day return policy) and said that it “seemed” that these sandals were not authentic- despite having no attempt made to get them authenticated and they demanded that I take the return or receive negative feedback from them.
I decided to call Ebay and was told that I am in no way responsible for taking the sandals back and they closed the case opened by the buyer in my favor. The buyer promptly left me negative feedback claiming that they were out $200 and that I am “untrustworthy.” This was also removed by Ebay. I have 100% positive feedback and such a comment would be really damaging to my store.
Today I see that the buyer opened a dispute on Paypal and that it has now been escalated to a item not as described. I know in the past you guys have discussed having Paypal cases closed when tracking proving an item was delivered was provided but what do I do in this case?
I obviously no longer have the receipt for these sandals.. what documentation will I need to provide? Can i show that the buyer has already attempted to get a refund on Ebay? My other concnern is that the buyer will attempt to send back another pair of inauthentic sandals in the place of the ones I sent. Has anyone been through this? Any help or thoughts would be appreciated.

Thanks
Suzy

[AdventureE]

It will be important to hear from more experienced sellers as you move forward, but I want to offer:

1st – do not let this rattle you.
2nd – try to distance yourself emotionally and just be matter of fact. This is just a business matter that has a process and you are going to follow process.
3rd – get all your facts in order – write them down or copy them to a Word document so you have everything in one place in case you need to speak with a PayPal rep at some point. Stay calm and focused if you do speak with a rep.
4th – get your pictures in order – look for any tell tale signs on the shoes in the pictures that shows the shoes are legit. You may want to do a little research. Look at other similar shoes sold online and in stores. Look for tell tale signs on those shoes that allow them to be sold under that name.
5th- It is my understanding that sometimes PayPal favors buyers because that is there way of doing business which means it has nothing to do with you. This may mean that you wind up losing your money, but remember that there is an appeal process. Take some time to read up on PayPal Policies using what they provide on their site.

It is really questionable as to why she waited so long on such a big purchase. It is also questionable that she tried to hold feedback over your head if you did not do what she wanted and then she went ahead with her threat and posted negative feedback. Who knows what her motives are. Focus on you. Keep calm and keep moving forward. Go list and then list some more. What ever her motives, if she is trying to pull one over, that will be on her ultimately to feel the effects of. You just focus on you moving forward and making sales.

[Author]

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