Item reported as damaged doesn't match item sold

Question

buyer is asking a refund due to damage item. I don't recognize the item buyer is claiming. Compared pics and it is not the same

rfmtm · Answer

Wait till the last day to accept the return if you want your item back before refunding.

In the meantime contact buyer and tell them that is not the item you sent, and to please check he is returning the correct item before you open a case with the postal inspectors and local police for tampered mail and to please cooperate with the investigation if it comes to that.

The above often has the problem disappear, if not wait for the item to be returned and if not what you sent you can report the buyer and appeal the refund.

mudshark61369 · Answer

@pentiumsale ,

Did you check your sold items to see if you sold anything to that member?

It is possible the buyer meant to return the item to a different seller from their purchase history but clicked on your listing by mistake.

Is the item in the photo from the same Mfr. but a different color, model or style?

If they have filed a dispute You only have 3 days to respond by sending a return shipping label or issuing a full refund. If they've only messaged you tell them the item you sold was a different Mfr's , model #, style. and ask if they have the right seller? Have you checked the buyer's profile to see if they have left comments for other sellers indicating that they have issues or file disputes often?

You can try reporting the buyer if you think they are trying to scam you. To do that open the link below. You cannot report a buyer from the app so first login the classic way to your account.

When you open the link below select

"You believe the buyer is misusing the eBay Money Back Guarantee or the returns system"

Then go to the Report a buyer button. Enter the info requested, and you will eventully be taken to a Text box to write out the specifics of the report. In this case say the buyer (username) has messaged you or opened a return dispute, showing a photo of an item that is different from the one I sold them, point out obvious differences if there are any. In case a human can be involved also State They sent a photo of a different item than was sold in a message.

https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084 The problem with filing those reports is that they are looked at by A.I. now. If you do a Google search for; "Are ebay Report an issue with a buyer reports looked at by A.I. or a live person?" the A.I. article has under the first few suggestions What did the buyer do? try filling in that info (False claims) to see if a human can be brought in to adjudicate the dispute.

You may also want to try using the Security Center button at the bottom of an ebay page to see if you can report the buyer through it.