Refund on a different item

[trophollc]

The buyer initiated a return request two days before the item they purchased from me was delivered. I accepted the return request without checking whether the item had actually arrived at their address yet. This happened on a Saturday.

Then on Monday, the buyer dropped off the return package at the post office at 12:34 PM.

Later that same day, the buyer contacted me and admitted that they had made a mistake — they realized they accidentally returned an item they had purchased from another seller, not the one they bought from me.

After reviewing the tracking myself, I also saw that my item was delivered to the buyer after they had already shipped the return package back to me. I explained to the buyer that unfortunately, I cannot issue a refund, since the item being returned is not the one I sold — even if it’s the same model, it was not purchased from me.

In this case, am I protected under eBay’s seller protection policy? Do I have the right to decline a refund, since the buyer did not return the actual item I sold?
Thank you in advance

[comics-scifi-collectibles · Accepted solution]

@trophollc   You can try and fight it but there's a good chance you will lose then you will get a defect and not get your sellers fees back. 

I see you offer 14 days buyer pays return... was the buyers return reason a remorse return, buyer pays return shipping?  If yes then you can refund the item price only and not the original shipping as long as it was not free when you get the item back.  

Your best option if you want to ask eBay step in is to contact CS on social media and have them look at the messages from the buyer where they admit they are not returning YOUR item. 

  Contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.

https://twitter.com/askebay

https://www.facebook.com/ebay

[trophollc]

Thank you for your response.

The buyer sent back a different dress, one that she purchased from another seller, not from me.
She returned the item before she even received the one she bought from me — so I don’t understand why she would be entitled to a refund in this case.

Where is the seller protection in a situation like this?

Additionally, in our messages, the buyer clearly admitted that she returned the wrong item — not the one she purchased from me. I have the full conversation as proof.

[comics-scifi-collectibles]

@trophollc      I understand the situation and emphasize with you.     First step before you contact customer service is to report the buyer from the return request for return abuse.  

I can only tell you the outcomes that other sellers have reported. 

eBay's seller protections usually only apply if you are Top Rated and have buyer pays returns Or offer FREE Returns.    Then you can reduce the refund amount by up to 50%.

If you wish to talk to customer service I recommend using the links I provided as the agents are more experienced than the overseas call center.   

[mam98031]

Here is the link to report the buyer.

https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084