Selling

[mego_1]

I need your help guys! I sold a 109 dollar snap-on ratchet on ebay and they guy is saying he didn't get it and wants a refund even tho I know he got it! What do I do?

The package was tracked and he sent me a photo of the package stating it was never opened until he open it and the package was empty 

[klhmdg]

Did the buyer file a Not Received case?

If he did open a case, then you add the tracking number into the case.

[stainlessenginecovers]

What does tracking show? 

[albertabrightalberta]

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@mego_1 wrote:

I need your help guys! I sold a 109 dollar snap-on ratchet on ebay and they guy is saying he didn't get it and wants a refund even tho I know he got it! What do I do?

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@mego_1 

Did you ship it with tracking? If so, add the tracking number to the INR (item not received) claim. 

If you shipped without tracking, how would you know whether the buyer received it or not? And if there's no tracking, you have to issue a refund.

[68barbie]

The guy left you negative feedback stating he received an empty envelope. If he files an "item not received" you follow the instructions from @klhmdg . If he files a SNAD claim you will likely be out of luck. I've had this happen with shipping ratchets in padded envelopes in the past. They easily get caught in the postal equipment and tear open or get liberated by other means. I know $100 is a lot of money to lose so I'm sorry to say this won't turn out well for you.

-C 

[mego_1]

I don't think he did he just put on there he wants a refund so they sent me a thing to do a refund. That's why it's fishy I feel like he got it and is just trying to get a free ratchet out of it

[mtgraves7984]

... so they sent me a thing to do a refund.

@mego_1 

Well... eBay doesn't send "a thing to do a refund". Are you sure the buyer didn't open an Item Not Received claim?

[mego_1]

He requested a return that all it says 

[68barbie]

If the buyer requested a return then you have no other option but to ultimately refund. You could force him to return the empty envelope before granting the refund but then you'll be out the return postage as well. I wish we had better news for you.

-C

[kensgiftshop]

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@mego_1 wrote:

He requested a return that all it says 

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When you go to the case, what options do you have?

If he filed an INAD, you either refund and let them keep what they received or accept the return and provide a shipping label so they can return the empty box, then you refund.

[mtgraves7984]

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@mego_1 wrote:

He requested a return that all it says 

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@mego_1 

Gotcha. Yes... if the buyer has opened a Return request (for a Not as described reason), you'll have to approve it and send a return label for the buyer to return what the buyer says he/she received before you refund - or- you can issue a refund without requiring a return.

More simply... if the case cited 'Missing parts/pieces', you're likely to get an empty mailer back. We empathize...

[mego_1]

I was able to actually talk to someone at ebay and they are fixing the issue 

[mtgraves7984]

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@mego_1 wrote:

I was able to actually talk to someone at ebay and they are fixing the issue 

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@mego_1 

1) What did they say the 'issue' was? 2) What are they doing to 'fix' it? I ask because sometimes, eBay's C/S say what you want to hear to move on to the next caller in queue. Can you expand, please?

[mego_1]

They said since I have proof that with the receipt that the item was in the package they are still going to release the money to me 

[kensgiftshop]

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@mego_1 wrote:

I was able to actually talk to someone at ebay and they are fixing the issue 

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We heard that before.

The way they'll fix it is to refund the buyer from your account, keep what they received, keep their fee's and give you a defect.