Customer return - item not what i sent

[earlejaso]

I am a fairly new seller on Ebay and I am unsure of what to do with this situation. I have great selling stats and this one issue is probably going to end me selling on this site.

Here is the issue. I sent out an item that was in perfect condition, the buyer initiated a return today. The photos of the item he is saying he received is not the same item i sent. Not only is the item not in a protector that i sent but it has scratches and damages to corners which you can clearly see in my photos are not there. Ebay is telling me to accept return and once i get the damaged item then file a fraudulent return. I am worried I will be out $175 for the item, plus the return shipping, and also receive an item back that I cannot do anything with. Can you tell me your experiences with this type of situation and the best way to go about it?

[comics-scifi-collectibles]

@earlejaso.   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 only applies if the buyer files a buyer's remorse return:  Doesn't fit, changed mind, etc.  

If you do not accept the return willingly then the buyer can ask eBay to step in and forces 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=12&pos=3&quer...

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=Sel...

[earlejaso]

What is MBG? 

I did chat with a representative (who agreed that the photos they sent were not the same as my photos) but it seems a bit unfair i will be out of my item, the funds, and have to pay to have an item shipped back that is not the same i sent and is in poor condition. If i file the fraudulent charge once i get the item do i have a chance of winning based off of the photos i have compared to his? 

[comics-scifi-collectibles]

@earlejaso  MBG is the eBay Money Back Guarantee.   The agents sometimes tell sellers what they want to hear.   I am telling you EXACTLY how the return system works.   There's really no way to prove to eBay that you shipped the item that is in the photo.  You MIGHT win on an appeal after you get the item back and report the buyer IF they have been reported before.     You will see the report buyer option in the return request or use the link I provided above.

If eBay rules against you when you appeal then you get a DEFECT.  You can NOT appeal if you do not accept the return.    If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect.  

I know that the policy is weighed heavily in favor of buyers.  This is why I also recommend offering free returns so if you DO have a return request that's bad like this you can at least reduce the refund amount by up to 50%.  

[earlejaso]

Thank you so much for all the info. I appreciate it! I will be changing all my listings asap.