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Received Wrong/Incomplete eBay Item — How Do I Protect Myself on the Return?
Summary: blacklabelmoto87 is seeking advice on how to handle an eBay return after receiving an incomplete and incorrect item. They purchased a specific scan tool package but received one without necessary connectors. The participant has opened a return request with eBay and plans to document the entire return process with photos and videos to protect against any claims. krazzykats and comics-scifi-collectibles advised them to use eBay's "not as described" return option and suggested steps to ensure a full refund, warning against contacting the funding source before exhausting eBay's processes.
I need some advice from experienced eBay buyers/sellers because I do not want to get stuck with an expensive scan tool that is useless to me or lose my money trying to return it.
I specifically purchased a CanDo MOTO Mini Pro package because I needed the kit that included the connection equipment for Polaris, Can-Am/BRP, and Harley-Davidson.
That is what I paid for.
What I actually received does not match what I expected from the Pro package. The outside CanDo shipping carton is marked “MOTO MINI PRO (UPS)”, but the inside product label says “MOTO MINI AMERICAN,” and the tablet itself identifies as MOTO MINI.
More importantly, the package I received is missing the Polaris, Can-Am/BRP, and Harley-Davidson adapters/connectors that I specifically purchased this kit to have.
Without those connections, the scanner is essentially useless for the work I bought it to perform. I did not simply change my mind about the purchase. I paid for the Pro package specifically because I needed those cables and capabilities.
I contacted the seller about the issue, and their communication since then has made me uncomfortable about how the return may be handled. I do not want to accuse anyone of anything, but the responses have been strange enough that I want to make sure I fully protect myself before shipping an expensive item back.
At this point I do not want an exchange or to keep this scanner. I have opened a return through eBay and want to send back the entire package exactly as I received it for a full refund.
My biggest concern is returning it and then having the seller claim I sent back the wrong scanner, that accessories are missing, or that the package was incomplete — especially when the cables I actually needed were never included in the shipment in the first place.
The tablet serial number matches the serial number on the outer carton. Before returning it I plan to photograph/video the tablet, serial numbers, inside and outside packaging labels, every cable and accessory that was actually included, the condition of everything, the packing process, the sealed return box and label, package weight if possible, and the carrier acceptance receipt/tracking.
For those familiar with eBay buyer protection, is there anything else I should do before sending this back?
If the seller disputes the return after receiving it, what is the safest way to handle that through eBay?
My position is simple: I paid for the MOTO Mini Pro package because I needed the Polaris, Can-Am/BRP, and Harley connection equipment. I did not receive those items, the scanner is not useful to me without them, and I want to return exactly what I received for a full refund.
comics-scifi-collectibles
Mentor1 month ago · Edited@blacklabelmoto87 As long as you filed a return request using a not as described reason the seller can NOT deny you a refund.
3 business days after the tracking in the case shows delivery back to the seller ask eBay to step in and help if the seller has not refunded you.
https://www.ebay.com/help/buying/returns-refunds/ask-ebay-step-help-buyers?id=4701&st=1
Do NOT contacting your funding source until you exhaust all options with eBay because then eBay can no longer help you. Since you have an open eBay case just complete the return request case.
krazzykats
Mentor1 month agoGo to your purchases and select return this item as not as described. You should receive a return label. Return it for a full refund.
If this fails, do a chargeback with your funding source.