About a month ago we sold something to a buyer, and 3 weeks later was contacted by the buyer stating that the item was a gift for someone but was broken. As a courtesy, we let her know that we would replace the item and send an upgraded version to the shipping address of the recipient of the gift at no extra cost to her, and also sent her a lesser item for her own keeping in apology for the entire situation. She had us send the upgraded item to another individual and had the lesser item shipped to her address, which was all sent priority to remedy the situation as well as possible. We went above and beyond to make sure she was taken care of, and how does she repay us? Well, she files a dispute weeks later claiming that the item she has is broken ( Dejavu?), and that she is sending the product back for a refund. We let her know that the item she had actually paid for had been replaced, upgraded and sent to the shipping address of the person she wanted us to send it as a gift to. Also, she did not want to send us photos of the "broken" items... needless to say it was a bit suspicious. She did not respond to inquiries and just talked to PayPal. We explained the situation to PayPal's dispute "People" and clearly and politely stated the facts of the situation with pictures of email conversations, tracking numbers, affidavits, pictures, and reports we filed... 1. Buyer claimed BROKEN item. Item was replaced twice at no charge to her, giving her a total of 3 items. 2. Buyer claims BROKEN item AGAIN even with no evidence to prove claim. 2. Buyer sent back 2 UNBROKEN items, because she apparently feels that buyer's remorse qualifies as 'internally damaged' ( freudian projection, maybe? ) 3. Buyer kept the 3rd upgraded item that was sent as a gift, while returning the other items that in actuality weren't even broken, and that now are unsellable! She basically said "Yeah, I didn't like the item so I'm just going to say it's all broken and send it back even though it's not, and I'm also going to keep the nice item for my friend but I still expect a full refund" 4. Buyer received refund, while Seller is $111 down the hole for trying to provide stellar customer service to a dishonest someone who found the loophole in the PayPal's solid policies. Seller's beware, people like this are out there, who will try to abuse your efforts to provide quality customer service. Always always always ask for pictures of broken items, and for the item to be returned before anything new is sent out. We like to believe everyone is a good person but all too often someone will work to prove that wrong, and PayPal really does not care very much about actual evidence against people abusing their system!
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