Buyer Opened Case and is trying to return a counterfeit item.

[elhoardo]

I just sold a collectible toy and today, I woke up to a return item request.  They stated that the item I sent them was broken but the shipping package had no damage on it.  They said I sent them a broken item.  However, in the pictures it clearly isn't my item.  They show the pictures and the front is missing Asst and Stock No.  The plastic is also bigger on their picture.  The coloring is also slightly off.  

I contacted ebay and they said that they clearly see the item they want to return isn't the same item from the pictures on my listing to the pictures that they posted.  They gave me a reference number and told me  to contact them on the 18th when the case would be closed.

I did insure this item and told the buyer I would open an insurance case, but if I know that they're scamming me or opened a fraudulent case who gets blamed?  Also do I report this as mail fraud on their end since they clearly want to return my authentic item and swap it for their knockoff and get a full refund.

[klhmdg]

Once a case is open the seller has 2 choices -

1) Accept the return and refund when it arrives.  No matter what the seller receives the seller must refund. eBay will not review a "he said she said"

CS is known to say what you want to hear. 

2) refund with out return.

The insurance will not pay you. The package has to be lost or damaged.

IF you receive a different item you can report the buyer for MBG misuse, file a police report for theft.

Sellers have little to no protection. 

[qeqo_0]

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@elhoardo wrote:

They gave me a reference number and told me  to contact them on the 18th when the case would be closed. 

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You are being played, @elhoardo (we're not talking about the toy you sold). When a seller is unwilling to accede, eBay will reference number that seller all the way to failure.

Today and the next 2 days are the 3 business days you are given to accede. Come the 18th the return request will close against you and you will earn a defecticarnation, lose the refund of your fees, forfeit the item, and fully refund the buyer. Instead, since you're a TOP RATTED SELLER you could have refunded 150% for the fake item, at least nothing for zero and blocked that seller from ever selling to you again.

When you don't accept a return, eBay will back you 100% to reach that objective.

[kensgiftshop]

So far, there hasn't been any fraud.

Right now, either accept the return, pay return shipping, then refund once something has been returned or refund the buyer and open an insurance case.

Until fraud has been committed, not much more you can do.