Buyer claims different item received

Sent me a note, with pic, but even the pic is different than item I sent (which was inspected and photographed) but we know calling them out ticks them off and we further know that ebay will side with them regardless (it's not their money). Do I wait for him to escalate, then ATTEMPT to claim I sent different /proper item? I was pleased I got someone on the phone but we clearly weren't communicating.

baydealz

988 View listings

Posted 1 year ago·Last reply 1 year ago

10 comments

christworks

·1 year ago

1406 View listings

I beg to differ that photos do not help. While they do not help with eBay, they can be enough to spook a scummy buyer. These people do not want to take a chance on eBay getting involved anymore than you should want. If they think they have a smart seller on their hands, they sometimes back down.

If the only exchange has been in messages and nothing has been filed, a photo taken at the time of shipping (ideally date and time stamped) of the item and the box along with a photo of the box speaks volumes to the scammers. It says, "This seller is on top of it and I need to find someone else to scam."

When you message the photos, a stern message can also be of of value: "Thank you for reaching out. For every order, we document the packing process with dateâ€‘ and timeâ€‘stamped photos. Attached are the images of your exact items at the moment they were boxed and sealed. This is precisely what was shipped to you. We stand by the accuracy of this order and are prepared to forward these to eBay for review, if needed."

At that point, you stop engagement. A lot of times the scammers will go away. They don't want the heat. If the buyer then files a INAD, you need to accept it, send the label, and accept the item. When you get it, assuming they have actually sent back something different, report the buyer first for abuse of the return policy, then issue the refund. You may then give eBay a call a day or two later to see if they will at least refund the return shipping label cost. Sometimes - but not always - they will do something like that.

One final thing - you need to be triple sure you did not mess up. If there is at all any chance you did mess up, do not follow the advice I gave you above. Instead, tell your buyer to open a return and get it back. Apologize, and let them know you will send them the correct item upon receipt of what they got - then Priority Mail the correct item to them.

During the midst of peak Christmas sales last year, I mistakenly sent the wrong chopping blade for a food processor. I was sure I sent the correct blade, but when I checked my inventory, I realized I had messed up. I asked my buyer to open a return for the wrong item being sent, but priority mailed them the correct blade immediately. They did not return the old blade, so I ate all the costs of my mistake. This is why I started putting SKU stickers on new listings this year.

gurlcat

·1 year ago

2004 View listings

All excellent advice. ^

chapeau-noir

·1 year ago

Klaatu barada nikto6593 View listings

@baydealz wrote:
Sent me a note, with pic, but even the pic is different than item I sent (which was inspected and photographed) but we know calling them out ticks them off and we further know that ebay will side with them regardless (it's not their money). Do I wait for him to escalate, then ATTEMPT to claim I sent different /proper item? I was pleased I got someone on the phone but we clearly weren't communicating.

If by 'escalate' you mean asking for eBay to step in, DO NOT DO IT. All eBay 'stepping in' means is that you lose the item, the money and get a big ding. It's one of the biggest frauds on this site that eBay's 'stepping in' will do anything for the seller.

gurlcat

·1 year ago

2004 View listings

Can you be more specific on what you mean by "different item" -like you sold and shipped a size 3T Pokemon t-shirt but the buyer's photo shows a size 2T Pokemon t-shirt ...... or you sold and shipped a size 2T Pokemon t-shirt but the buyer's photo shows a bag of napkins?

EDIT: Also not sure what you mean by "escalate". That term specifically pertains to when the buyer has already filed 'something' (a return, an INR, etc.) and asks eBay to step in because the seller isn't doing anything. But so far your buyer has only written a message, correct?

kensgiftshop

·1 year ago

389 View listings

If they filed an INAD, accept the return and provide a shipping label.

If they return a different item, you can report them, but you'll still have to refund.

12345jamesstamps

·1 year ago

8865 View listings

Do not wait for it to escalate...and then it's refunded by eBay...that's a 'ding' on your account.

Can you send a return label?...and then refund after it's received back to you.

If's it a cheapie item might just refund and save yourself on return shipping..

safan80

·1 year ago

1127 View listings

@baydealz
Does the original listing have good pictures? Yes, more than one and from many angles? Did they take a picture of what the item with the package materials?

For example I had a seller send me knee pads instead of a knee brace.

What you can't tell from that picture is the bag is a resealable one and the seal had been broken prior to being shipped. The original auction pictures were no help.

My question is did your listing have good pictures of what you were selling? If they did you should be able to dispute the buyers claim. Also I recommend you take a picture of the fully packaged items in the future to help protect yourself.

@baydealz wrote:
Sent me a note, with pic, but even the pic is different than item I sent (which was inspected and photographed) but we know calling them out ticks them off and we further know that ebay will side with them regardless (it's not their money). Do I wait for him to escalate, then ATTEMPT to claim I sent different /proper item? I was pleased I got someone on the phone but we clearly weren't communicating.

msha3839

·1 year ago

2030 View listings

Looks like seller confused you with former VPâ€¦ðŸ¤§

chapeau-noir

·1 year ago

Klaatu barada nikto6593 View listings

@msha3839 wrote:
Looks like seller confused you with former VPâ€¦ðŸ¤§

That would be the current Cabinet.

pickapaper

·1 year ago

4724 View listings

I wouldn't do anything unless he files a "not as described" claim. I wouldn't even correspond with him other than to say something like "I'm sorry you are not happy with your purchase. Please return for a refund." Back and forth arguing does no good so it's better to not to say anything. If he does file a NAD claim, then you will have to send a label for him to return the item, and upon your receipt, refund his money, even if he sends back something different than what you sent. It won't do any good to try to claim you sent a different item and eBay doesn't accept photographs or videos as proof of anything as they can be doctored.