Seller requests I Refuse the "wrong item" they sent to me. Thoughts please.
The seller messaged today stating that they had sent the wrong item and wanted me to refuse the package. Then they would wait for the refused item to be returned to them before shipping out the correct item. To keep my buyer protection in eBay I can't refuse, correct? Also, is it not standard to send a postage paid label for the return shipment? The seller is Top Rated but both of these practices seem off. Please share your thoughts.
24 comments
syndi27
OP2 years agoUpdate: This was an honest mistake and was refunded and replaced with no problems.
inhawaii
·2 years agoGlad it worked out.
Thanks for letting us know.
Yes, there are some great sellers out there.
mam98031
·2 years agoThank you for coming back and updating. Many don't so we never know how things turned out. It is good to hear that your seller took care of you. Most will, but of course there are some bad apples out there, most however are good honest sellers and from time to time we make a mistake.
Not all buyers are as understanding as you are, so as a seller, thank you for understanding. I recently sent out the wrong item myself. My buyer was no where near as understanding as you and simply would not allow me to make it right either via full refund or shipping the correct item. She did however change her feedback from a negative to a neutral, so I was grateful for that.
syndi27
OP2 years agoUpdate: The seller was truthful and very kind. The item shipped was the item mentioned in the apology to me. There are so many good sellers out there!
reallynicestamps
·2 years agoNO!
A Refused item is deemed Undeliverable and the seller is never required to refund for an Undeliverable package.
And yes, the seller made the mistake, and should be sending you return shipping when the parcel arrives.
To put the best face on it, the TRS seller may just be thinking how to do this as cheaply as possible and be completely honest with his suggestion. They may not have had anything like this happen before and be confused.
But.
Their error. Their responsibility.
They will get the item faster if they send the RSL on your request than if you have to open a Claim to get the RSL. And any Claim goes on their selling account as a problem transaction, no matter how it is settled. (Which is often unfair.)
@ten_o_nine
if the buyer received the message thru eBay instructing them to refuse the package, they will still be protected,
I don't think so.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#specialcoverage-inr
You are right that buyers are also protected by Paypal and by credit card chargeback policies.
12345jamesstamps
·2 years agoDo nothing.
Why didn't seller refund you immediately before sending the email? Is the other item being sent to you?
I wouldn't do anything and see what I get in the mail. And make seller paid for return shipping.
wastingtime101
·2 years agoGenerally speaking, yes.
However eBay reps have told us if a seller instructs the buyer through eBay messaging to refuse the package, CS can review the seller's instructions and that overrules what's in the MBG about buyer protection being voided on item not received claims.
Can you confirm if what I stated is still accurate info today @elizabeth@ebay @kyle@ebay ? It's been a while since eBay reps gave us that info.
For what it's worth @syndi27 , I shipped a wrong item (wrong color) last year and realized the day after shipping. I contacted the buyer and asked them to refuse the package to make the process easier - buyer wouldn't have to find a printer and I could save on return ship costs. As soon as the package showed the first scan saying the package was refused I put the correct item in the mail to the buyer. It was smooth and easy. Buyer was happy with the process and my communication throughout, even came back to purchase a few more items later in the year.
elizabeth@ebay
Good morning @wastingtime101. We do review cases on an individual basis, and this would definitely be one of those times, however, protecting a buyer in this instance isn't a guarantee so not something we would recommend. We would encourage buyers to follow the eMBG guidelines for that guaranteed protection and not refuse the package, however if they feel comfortable working with the Seller as yours did with you then that's great too!
ten_o_nine
·2 years agoThis is a tactic used by some sellers to avoid "out of stock" defects and show that they shipped the item within their handling time, as others said, don't refuse the package and file "item not as described".
Really, no seller knows they sent the wrong item before the customer contacts them unless they did it on purpose, that's my honest opinion.
mam98031
·2 years agoThat isn't true. Sellers are merely humans. Historically speaking humans make errors. Usually an honest error but of course there are always bad apples in every bunch.
ten_o_nine
·2 years ago@mam98031
I said my opinion, you're welcome to state yours without mentioning me, cool?
sin-n-dex
·2 years agoThat's not always the case... Last week I got an order for 5 UK Presentation packs. I had forgotten I had Lot #Y as well as Lot #P, so when reading the invoice I shipped P248 when they had purchased Y248.
I was reconciling my order and saw the Y on the invoice while logging my sales and realized that I don't think I was in that Y box recently. I went to look in the P box, and P248 is gone. I checked my store, it's still there. Obviously shipped it by mistake.
I sent my buyer a message to let them know the wrong one was shipped out, just sit tight for a few days, the correct one will go out tomorrow. I told them to keep the incorrect item (I don't want to pay high postage to have that shipped back, or inconvenience the buyer over 3.99).
So if you're on top of your game, you could find something you remember that sold and wonder why it wasn't shipped, and realized you shipped a different item. My message went to the buyer before she even got the wrong item, I just wanted her to know the correct one is coming shortly.
C.
wastingtime101
·2 years agoLast year it happened to me. Had dark gray and black, both looked nearly identical so I relied on the package SKU to determine color, had only one left of each. Realized the error day after shipping when I saw I had a dark gray one in stock when I should have had a black one. Accidents happen and a seller can realize before the buyer gets the item.
Asked buyer if they wanted to keep black with a discount. They said no. So I asked them to refuse the package, then I shipped the correct color.
ten_o_nine
·2 years ago@wastingtime101
We can all disagree on the reason, but all of us are giving the same advice. Great community!
lamber9347
·2 years agoAnother voice shouting- "don't refuse the package!"....
mam98031
·2 years agoYou are right on top of this, GREAT job. Don't refuse the package as others have suggested. Accept it, open it and if it is wrong, file a Request for Return. That is the best way to protect you and your money. I know it is likely going to take more time this way, but at least you are protected.
Now the seller may have made an honest mistake and asked you to refuse it because they would pay less money in postage. As long as the package isn't opened, a package can be refused and return to sender with no additional cost to you. Now when the seller gets it there may or may not be a fee to pay. It will depend on the class of service used on the original shipment.
Or this could be a seller that is out to steal your money. They may have shipped you a piece of tissue paper so the shipping didn't cost much. And if they could convince you to refuse the shipment, then you lose your Buyer protection. Even if you filed an INR [item not received], you would lose because as you know refusing shipment equals you receiving the package.
Your instincts are terrific. I sincerely hope this was an honest mistake on the seller's behalf.
I also hope you will come back and tell us what is actually in the package when you get it.
mtgraves7984
·2 years agoAccept that package. File that claim. Be made whole. Good luck.
albertabrightalberta
·2 years ago@syndi27
NO!! If you refuse it, you lose your MBG protection.
ten_o_nine
·2 years agoIt's not really about losing MBG protection, if the buyer received the message thru eBay instructing them to refuse the package, they will still be protected, and if not, the buyer can file a charge back with their credit card company.
The buyer will be made whole, but the seller is trying to prevent a defect for out of stock, and this tactic allows them more time to find the item they misplaced.
mam98031
·2 years agoThey can only file a Chargeback if they used a Debit or Credit card. Not all buyers use them.
ten_o_nine
·2 years ago@mam98031
How else would they pay?
mam98031
·2 years agoBuyers can pay with PayPal or Google Pay.
sin-n-dex
·2 years agoDon't refuse. Accept the package and then file a SNAD to get a shipping label to send it back. That's the proper process to keep buyer protections in place. If you refuse the package, the seller does not have to send you the right item, or refund you. Sounds like your seller is trying to pull a scam.
C.
rugerskick
·2 years agoI would say they are trying to avoid a snad and a return label they have to pay for. I'd say its an unforced error all on the seller.
Doesn't necessarily mean a scam though. Read through their feedbacks and see if theres any supporting evidence they do iffy things.