Buyer returned the wrong item, eBay support told me to let the return expire without refunding. Is this actually what I should do?
Summary: resting_kitsch_face reported a situation where a buyer returned a different item than what was sold and was advised by eBay support to let the return window expire without refunding to resolve it in their favor. gone.c-33 and robot-hands disagreed, advising to refund the buyer and then appeal, warning that letting the case expire could result in a financial loss and a "ding" on the account. resting_kitsch_face expressed doubt about the support received and noted the intent to follow the community's advice despite concerns about whether they could still appeal after refunding. Other participants criticized eBay customer support and offered additional insights on handling such disputes.
A buyer opened a return for issues that were clearly stated in the listing description (they chose "damaged in transit" as the return reason). Then they returned a completely different item. I called eBay support, and the rep told me to message the buyer with photos of the incorrect item so eBay could use them as proof. Then they said to let the return expire without refunding the buyer. The rep said that when the buyer asks eBay to step in, the issue will be resolved in my favor after an appeal or something.
I asked more than once if letting the return window expire would hurt my seller account and he said something like kind of, but the appeal will take care of it.
Does this sound like the correct procedure for my situation? Because I'm worried that none of these things will happen and I'll be left empty handed and with a ding on my account.
resting_kitsch_face
OP1 month agoUPDATE: The buyer responded in eBay messenger admitting that they made a mistake and shipped the wrong item. They claim that they'll be sending the correct item later today, which is the last day in the refund window. I guess I'll just have to take them at their word and refund them to avoid my account getting dinged for an unresolved case.
ryry-jj
·1 month agoIf you qualify, you can withhold 50% of the refund for not returning the item in the same condition you sent it...need to be top rated or offer free returns, I believe
12345jamesstamps
·1 month agoHorrible advice from the telephone customer reps.
I hope someone in eBay sees this.
The buyer can return rocks and still win.
Photos are meaningless with artificial intelligence upon us.
stainlessenginecovers
·1 month agoPerfect example of why talking to these 3rd Party Reps does NOTHING but HURT members.
I would rather they simply ABOLISH these reps than to continue to give member the 100% WRONG information.
resting_kitsch_face
OP1 month agoI'm really missing the Facebook messenger customer support right about now.
robot-hands
·1 month agoThat is the opposite of what you should do.
If you don't refund the buyer will escalate the case and ebay will refund them with your money and you get an unresolved case ding. You don't ever want those.
Refund and then appeal.
You can do it the other way but that is dangerous unless you are 400% sure that you are going to win that appeal.
resting_kitsch_face
OP1 month agoYeah my instincts were telling me that this was the wrong thing to do. I've never had this particular situation happen before though. Thanks for the advice, I'll refund then appeal. I took photos and video before and while opening the package, so maybe that will be helpful.
momtoabeautifuldaughter
·1 month agoeBay isn't going to look at your videos
resting_kitsch_face
OP1 month agoToday is the last day that I can issue the refund and I'm just curious, can I actually still appeal the return if I voluntarily issue the refund myself? Because it seems like maybe I can only do this if eBay steps in.
gone.c-33
·1 month agoThat was wrong advice. If you let the dispute run out without refunding, eBay will refund the buyer and you won’t be able to get your selling fees back.
Unfortunately, since it shows that -something- was returned to you, you have to refund. You can then report the buyer and hopefully, if it becomes a pattern, the buyer may one day be sanctioned.