Buyer Requesting Return On An Item She Didn't Buy From Me

Question

A buyer has requested a return, claiming the return is the item she received from me and it isn't. My item didn't even arrive to her yet and she's claiming it's broken. She wants her money back, but she's contacting the wrong seller. I messaged her, but she's not answering. What do I do?

eastlaneave · Accepted Answer

@michgal_385

Keep messaging her, but if you run out of time:

1) Accept the return and issue the label

2) When the item is returned, inspect it

*3) Block the Buyer https://www.ebay.com/bmgt/BuyerBlock

*4) Report the buyer for misusing the Money Back Guarantee here if appropriate: https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084

5) Issue a refund

*6) Appeal the case to eBay

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

*Do these steps if there is a problem with the return