Buyer returned the wrong item and is non-responsive

[betaaqr]

I sold an item to a buyer a couple of days ago.  Shortly after he received it, he initiated a return with the reason "ordered the wrong version of [item], sorry for the hassle."  I accepted the return.  When I got the item back from him, it was the same model number but the serial number and device version (which are clearly visible in the listing photos) were completely different from what I sold him.  It was clearly not one of my items.

I sent the buyer an eBay message about the discrepancy yesterday and did not hear back.  I don't know whether the returned item is working correctly and it will take some time to check since it's at a different location.

Based on other posts it seems like the only thing I can do is a 50% refund, as escalating through eBay is generally unhelpful.  Is this still the case?

[alcoforever]

Buyer pulled the old switcheroo trick so, of course, the buyer is not responsive.

As to the 50% refund, I believe you have to offer free returns before that option is available to you.

[heckofagame]

Be sure to click "report buyer".

[jahood1984]

Hopefully you meet requirements to deduct off the return, other option is to file a police report in your county and the buyers as well as a postal fraud case.  You can report the buyer and appeal the return proving all the case information, it's highly unlikely the item works they sent back as they opted for the "free upgrade".  Buyer will never respond

[stacy_pme]

Yes, first report the buyer.  Second, contact customer service and escalate the case.   Some say don't bother, but I have, and had good results.  So long as ALL of your ducks are in a row (and it sounds like they are since you listed photos of the serial number in your listing!)

[jahood1984]

Escalating the case and putting it in Ebays hand will lead to a full refund almost everytime.  It doesn't matter that you had the serial numbers in the listing, I usually don't do that but it really doesn't matter.  eBay doesn't get involved in he said she said, with police reports eBay will leave sellers hanging nearly every time.