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Need advice - buyer opened return saying wrong item sent - but it wasn't
Summary: myhomeschooldelights is dealing with a situation where a buyer claimed to receive the wrong item, showing a picture of dryer sheets instead of the CD set that was shipped. mr_lincoln advised accepting the return and becoming familiar with seller protections, as sometimes receiving incorrect returns is an unavoidable part of selling. myhomeschooldelights is considering whether to report the buyer for a false claim and is concerned about incurring additional postage costs. mr_lincoln shared a personal experience to highlight the sometimes unpredictable nature of returns and emphasized using seller protections to mitigate losses. myhomeschooldelights expressed appreciation for the advice received.
I'm seeking the best course of action with this situation: I shipped a CD set (new, shrink-wrapped) on July 20th. Tracking showed the package was held at the post office at customer request and was picked up on August 3rd. So the order shows delivered. On August 6th the buyer opened a return request stating the wrong item was sent and included a photo of a small box of dryer sheets inside a box. I did not ship dryer sheets. I messaged the buyer requesting a picture of the outer box showing the shipping label and also a picture of the packing slip. I have not heard back yet. I have blocked the buyer. I have 28 years experience as a seller and this is a first. What is your advice?
mr_lincoln
Mentor1 month ago · EditedHi @myhomeschooldelights
We had a Buyer return their old discs instead of the SEALED movie series they purchased for $ 50 ... this is years ago and we were forced to refund. The Buyer got the brand new item for free. If you sell long enough this can and will happen.
Accept the return and see what you get back. Become familiar with your seller protections, some may apply depending on what the Buyer ships back. Seller protections | eBay
Really sorry that happened but Buyers, whether honest or not, are protected by the eBay Money Back Guarantee: : eBay Money Back Guarantee policy
myhomeschooldelights
OP1 month agoHi There @mr_lincoln
Thanks for the reply. The return was already automatically accepted by eBay - I never am given the opportunity to look at them first. So right now, I'm waiting to see if the buyer actually responds, and/or "finds" the CD set, but I imagine you are absolutely correct and that I will just refund to get this closed. I offer free ship and free return shipping, so I will definitely not pay to have a box of dryer sheets returned. ;))) Fortunately it's not a high priced item. Thanks again for your input.
mr_lincoln
Mentor1 month ago@myhomeschooldelights
You are more than welcome!
myhomeschooldelights
OP1 month ago@mr_lincoln one more question if I may - even if I have them return the item and see what I get as you suggest, and I get dryer sheets - it would seem to me that this is a lost cause - because the buyer sent a picture of dryer sheets in a box when they opened the case. And the reason for opening the case they used was "wrong item sent". It's not true, but no way to prove it and find for seller in this situation is there? And lastly do you recommend reporting this buyer? If so, at what point in this process should I do that? Thanks again.
mr_lincoln
Mentor1 month ago@myhomeschooldelights
What you can do right now is use the Report Buyer link on the Sold item drop down menu. The Buyer is making a false claim. THAT process is IMPORTANT in an effort to assist you if you get something other than the item you sold in the return.
myhomeschooldelights
OP1 month agoHmmm @mr_lincoln - I would assume that if I buy return postage so they can return the item rather than just refunding it now, that I would not get what I sold anyway and I'd be out the additional postage money. They already said they didn't get what they ordered, so how would they be able to return it? They can only return the dryer sheets they claim to have received. I sure appreciate your input though. Thanks for spending a little time on this for me.
mr_lincoln
Mentor1 month ago · Edited@myhomeschooldelights
At the end of the day the choice is yours. I always want to have them go through the process of returning the item and if they switch it out in today's environment I rely on the Seller Protections listed above to help cut the loss. I can withhold the original shipping they paid and up to 50% of the item price.
I had a small victory recently. A Buyer was bidding on two train locomotives, a set that I listed separately. One engine was powered and would pull the other one that was NOT powered. Well, the Buyer lost the Powered unit but WON the lower cost non-powered unit for $ 47. Both engines are semi-rare but not in pristine condition. The day it was delivered he sent pictures of the box and smashed train body ... hmmm, the box looked like it had been hit with a hammer and the fractured car body was destroyed but the metal chassis was intact. He returned it without messaging or anything. While damage in shipping is EXTREMELY rare for me typically Buyers will message with a picture or two and ask what to do. This guy did not message me, had like 5 pictures and a note on the return was he demanded his money back. I couldn't help but think that he intentionally smashed it because he lost the other auction and did not have matching powered unit to pull it around his track. Anyway, I can typically resell train parts so when I got it back I relisted JUST the metal chassis as rare for the engine it was for and it bid up to $ 55 ... go figure, I made more money on less train.
Anyway, sorry to ramble, you have to go with your gut on whether or not the Buyer is just trying to scam you and how you want to handle it. You can add them to your Blocked list too.
myhomeschooldelights
OP1 month ago@mr_lincoln Thank you so much. While I rarely post, I have always valued your input on these message boards and I appreciate you getting back to me on this.
mr_lincoln
Mentor1 month ago · Edited@myhomeschooldelights
You are more than welcome and my sincere thanks for the kind words! You get ALL the Emojis for that reply!!!!!