Locked
Discussions in this board are limited to the original poster and Community Mentors
Help with received wrong item/INAD request
Over 6 weeks ago a buyer purchased an item that is described as tan in listing title, shown as tan in the pictures, and mentioned as tan in the details. After receiving the item the buyer was disappointed due to the expectation that the item would be gray in color. At that time, the buyer proceeded to purchase a similar item from me that is described as gray and shown as gray. The buyer also mentioned they would be sending the tan item back the following day.
The last contact with this buyer was 5/21 and now on 6/25 the buyer has opened a return request for received wrong item for the tan item that they erroneously ordered. It has been quite some time that they’ve had this item and I’m not keen on accepting a return request for INAD if the buyer ordered the wrong item. How should I respond to the request given that I do not accept returns but this item is covered by eBay’s money back guarantee?
comics-scifi-collectibles
Mentor2 years ago@aeb_b5 Here's how the eBay MBG works....
If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label.
The eBay Money Back Guarantee overrules your returns policy. Your return policy only applies if the buyer files a buyer's remorse return: Doesn't fit, changed mind, etc.
If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.
If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&query=Report%20an%20issue%20with%20a%20buyer&intent=report%20&context=9056_SELLER
Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns. The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.
Seller protection:
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Seller%20protections&intent=seller%20protection&context=DEFAULT_SELLER
aeb_b5
OP2 years agoThanks for the reply. Just so I’m of clear understanding; even if a buyer erroneously orders the wrong item, I am basically forced to accept their return under the reason being item not as described?
comics-scifi-collectibles
Mentor2 years ago@aeb_b5. Sorry to be the bearer of bad news but if they used a not as described reason for the refund request then eBay is going to rule in their favor. Be sure to follow the rest of my advice.