Buyer forcing return of a different item

[azn_spikes]

I recently sold a brand new wireless keyboard to a buyer. It was still sealed and I had pictures showing that on my listing. The day the keyboard was delivered, the buyer reached out stating the keyboard was defective, that it didn't turn on. Buyer also stated the preinstalled batteries were corroded. I had the buyer take pictures of it including the label on the back of the keyboard. It was then I noticed the product number on that keyboard was different from the product number on the box. I also had a picture showing the product number from the box. I informed the buyer that that keyboard is not the same one that was sold. The product numbers must match especially from a new and sealed box. Regardless of the facts, the buyer wants to return it. After a few days of back and forth, the buyer opened a return request and is now forcing a return of a different keyboard. I clearly do not want to accept the return because the proof from the pictures the buyer sent already shows it is a different keyboard. What can I do in this case? Any advice or help is appreciated.

[lakefor94]

If the buyer opens a Item Is Not As Described type return case, you have choices.

1. You can refund now and let the buyer keep the item.

2. Accept the return and make sure a prepaid return label is available in the return case. The buyer returns the item and then you refund in full.

Seller protection:
If you are a Top Rated Seller who offers 30-day or longer returns and the buyer returns something different, opened, used, etc. the seller can deduct up to 50% of the refund to recover the decreased value of the item.

3. Do nothing or allow eBay to handle the case. eBay will close the return, refund the buyer and allow the buyer to keep the item. You also receive a serious defect on your seller account for having eBay step in and refund, thus doing your job as a seller.

Here is an eBay link with just about all you need to know.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

[azn_spikes]

I understand those are the standard response options but in this case we both know (buyer and seller) that the product numbers do not match. The item was sold new and sealed. Buyer is attempting to return something different. I do not want to allow the buyer to return that and I end up getting the short end of the stick. It's like me buying a TV off eBay, opening a return request saying it's defective and returning a different TV than the one that was sold. The buyer needs to be held accountable at some point. What other options do I have?

[lakefor94]

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@azn_spikes wrote:

I understand those are the standard response options but in this case we both know (buyer and seller) that the product numbers do not match. The item was sold new and sealed. Buyer is attempting to return something different. I do not want to allow the buyer to return that and I end up getting the short end of the stick. It's like me buying a TV off eBay, opening a return request saying it's defective and returning a different TV than the one that was sold. The buyer needs to be held accountable at some point. What other options do I have?

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The only option is: If you are a Top Rated Seller who offers 30-day or longer returns and the buyer returns something different, opened, used, etc. the seller can deduct up to 50% of the refund to recover the decreased value of the item. 

50 % Is the best eBay offers.

You can also file a fraud report with the buyers police department and appeal to eBay but that would be after the buyer is already refunded. Just depends upon how much work you want to do over a keyboard.

The buyer is never going to be held accountable though you can report the buyer to eBay when you process the refund.

You have not even received the item back from the buyer. You are purely speculating at this point.

[klhmdg]

@azn_spikes  you have no other options UNTIL you get a different item back.

Then you can report the buyer to eBay for misuse of the MBG.

You can file police reports for theft and with the USPS...

BUT in the long run you will not get your money or item back.

Add the "buyer" to your BBL now. 

[kensgiftshop]

If you never took it out of the box, you can't prove what was in the box.

You don't have many options.

If you want something returned before refunding, accept the return.

[azn_spikes]

This was for a pretty expensive keyboard, over $200. I am not speculating because the buyer as actually took a picture of the back of the keyboard to show me and then label clearly shows a different product number. The buyer even says they know it's different but doesn't care and shouldn't matter. All this has been captured in the eBay messages.

[azn_spikes]

It's very difficult to sell anything brand new on eBay because of these bad practices and policies. Basically no matter what you sell, new or used, a buyer can always return anything, even a bag of rocks, and seller always lose out. After over 22 years of selling (and buying) on here, I may consider stop selling. I've dealt enough with these types of buyers and it's very frustrating.

[lakefor94]

You did not take a picture of the back of the keyboard before you sent it. 

Just wait until you get it back before drawing all the conclusions. 

eBay has not changed returns a lot since the roll out of the Money Back Guarantee for buyers. Same, same same for like 15 years.

I look at what I do overall in the course of a year. Might have one not so good transaction out of every 100 or 150. Though I am top rated and offer 30 day free returns.  Thieves avoid these type of accounts because they know about the 50% refund.  The seasoned thieves like to vie for the whole 100%. 

You have had what? A 1,000 or more sales transactions? How many bad deals?

[turnpiketreasures1]

Sounds like this buyer knew how to get his money back and get to keep the keyboard. It's a shame, but it's happening all over on online selling sites. It's sort of a gamble to sell anything online, I guess. Good luck.

[house*of*paws]

Hi @azn_spikes 

>>  Buyer also stated the preinstalled batteries were corroded.  <<

Batteries are NEVER 'preinstalled' in a new item.  They're always packaged separately.

Are you accepting the fact that they were preinstalled?  If batteries were found in the keyboard ... then the box had been opened previously.

[azn_spikes]

It's a bit of a catch 22. The item was new and sealed. If I were to take a picture of it before selling, it would no longer be brand new and would have been sold at a lower value (new open box vs new). I have contemplated on just opening everything even if it's new to take pictures but sometimes certain items have higher value of not opened, as in this case.

My 1000+ feedback is a mixed of buying and selling...but from selling transactions, maybe 1 of 20 would be bad and it's usually with the higher value items.

[azn_spikes]

I was actually surprised too. I did a bit of researching and found that this particular keyboard model does come with batteries preinstalled from the manufacturer but has those plastic tabs in-between the battery contacts. I even had to double check that fact with unboxing videos from TouTube.

[doodledog8]

I would have contacted eBay at the first email with the  buyer showing you the wrong item #.  I've had a difficult buyer a couple of times and I always contact eBay and ask for help and how We'll Handle them.