Purchaser said item damaged

Question

Sold an item (hot wheels car) and purchaser said plastic blister that hold car seats o cardboard was cracked and sent pictures of item in reviewing his pictures compared to mine you can see a couple of differences around the edge of the hard board and print . Seems like a the same item but not the one I shipped. He is requesting a refund can I do anything

rfmtm · Accepted Answer

If you want the item back before refunding accept the return. Wait till the last day to do this.

In the mean time tell the buyer to please double check as it appears the item may have been switch and if so you will file a report with the postal inspectors and local police for mail tampering and would he please cooperate with the investigation.

The above will often make the problem go away. If not wait for the item to be returned. Then if switched report the buyer and appeal the refund.

comics-scifi-collectibles · Answer

@clift.porti I understand that this is frustrating.

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 is only for buyers remorse refund requests such as doesn't fit, changed mind, etc.

If you do not accept the return willingly then the buyer can ask eBay to step in and force 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=

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

After you receive the item back you can try and report the buyer and appeal the case.