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Buyer claims wrong item sent when she actually ordered the wrong item
I have a buyer who is returning an item claiming the wrong one was sent to her and describing the one she believes she ordered. She ordered an iPhone 16 case and received an iPhone 16 case. She is claiming she ordered the case in a different design but the design she is claiming she ordered is more expensive but most importantly is for an iPhone 15 Pro Max. I only had 1 iPhone 16 case listed and it is the one she received. The purchase invoice also confirms that she was sent the item she ordered. I messaged her and told her this and she claimed that her "eBay app must have been acting up again." Anyway, the item is currently on its way back to me but I don't feel I should be responsible for the shipping cost at all. This was clearly her mistake. She absolutely received exactly what she ordered. When I contacted eBay about this they told me to report the buyer as misusing the returns process and I "may" be able to get the shipping cost reimbursed. I believe the buyer just made an honest mistake and I am happy to take the return but I don't feel the shipping costs should be my responsibility. Advice as to how I can ensure I don't get hit with the shipping charges appreciated. Thanks
fashionsandbeauty4u
Mentor6 months ago@lesterini6
Unfortunately, if the Buyer opened an Item Not as Described refund request, even if it's not true, that falls under the eBay Money Back Guarantee. That Guarantee overrides an individual Seller's return policy.
If the case comes back and it's exactly as described, you will still need to refund her in full. Then, as eBay advised, report the Buyer for misuse of the Money Back Guarantee. Ebay then usually reimburses you for part of the cost of the return label.
I'm sorry this happened to you.