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Buyer confimed receipt of wrong item, promised return, then stopped responding - now past 3 month
Hi everyone,
I’m looking for advice on how to properly document and close a situation that is now past eBay’s time limits.
I sold a golf club in September and accidentally sent the wrong one. The buyer confirmed in eBay messages that the incorrect club was received. I immediately sent the correct club and provided a prepaid return label for the incorrect club. I paid all shipping costs, totaling three shipments.
I followed up couple of times. The buyer later said that the return was sent, but no tracking was ever provided and I never received the item. On November 16, the buyer said they would check the return status. After that date, the buyer stopped responding entirely.
The buyer did receive and keep the correct club. The incorrect club was never returned.
Now that more than three months have passed:
- I can no longer leave feedback
- I cannot open or respond to a return case
- I am unable to resolve this through normal customer service options
The buyer has 100% feedback as both a buyer and seller, and I trusted their responses at the time. However, the result is that the buyer kept both clubs, while I paid all shipping costs, and I want to make sure this is handled correctly under eBay policy and properly documented.
My questions are:
- Is there any way to formally document this situation with eBay so it’s on record?
- Can eBay contact the buyer on my behalf since they are no longer responding?
- Is there any action eBay can take when a buyer confirms receipt, claims a return was sent without proof, and then stops responding?
The buyer has 100% positive feedback, which doesn’t reflect this experience, so I mainly want to make sure this is handled correctly and noted.
Thank you very much for any advice.
rfmtm
Mentor7 months agoThe moral is never refund or replace if you want your item back. Always accept the return and wait till you receive it and inspect it. There is absolutely nothing ebay can do for you and there is nothing to report.
Most you could consider is a small claims action, which may prompt the buyer to return the item since he promised to do so.
wilinc
OP7 months agoThank you for the explanation. I understand now that eBay policy requires waiting for the return before sending a replacement. I acted in good faith based on past positive experiences, and this turned into a learning experience. I appreciate you clarifying what eBay can and cannot do.
rfmtm
Mentor7 months agoIt was the nice thing to do for your error and in case the buyer needed it for a holiday present. Next time of course wait for buyer to open an official ebay Return Request and let ebay send the return label. Then it is on record if the buyer does not return and no refund or replacement will be required.
I would still put an alert on the return label tracking number just in case the buyer has some morals and ships it and to make sure it doesn't get lost on the way. Hopefully you sent him a pay-on-use return label so you won't pay for that if not used.