Buyer says item doesn’t work with completely different model, “received wrong item”

[joh30002013]

Wondering how to approach this. I listed a very specific item part with model in title. Buyer sent me a picture and a return request stating item was incompatible with a completely different model from the same brand. I looked up their model and it looks nothing like what I was selling, and the model number is completely different.

Do I stand a chance treating this as buyers remorse or shall I just accept return/refund? I know for some reasons it’s not worth fighting but want to be sure for this and future instances.

[lamber9347]

You can't 'treat' it as a remorse, that's all dependent on what reason the buyer chose for the return. A return case can only be opened one time by the buyer. If buyer chose item is incompatible, that is not a remorse reason and nothing you can do about it. Accept the return, issue the return label, refund the buyer, relist and sell it again. Always remember the money back guarantee trumps everything on this platform. Best of luck to you....

[lakefor94]

What was the exact reason the buyer selected for the return?

[joh30002013]

They chose: Received wrong item

They also attached an image of the correctly listed item I sent. 

[12345jamesstamps]

Do the refund. Block the buyer. And try not to give the buyer a hard time with emails. Not sure of item cost and shipping. I have in the past refund a buyer and told them keep item. We have all had bad sells once or twice or more. I have had two buyers last year that did not send actual item back to me. Feedback is important sometimes when you don't have a lot. And don't leave a bad response to their feedback. Sometimes its better not to leave any feedback.

[lakefor94 · Accepted solution]

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@joh30002013 wrote:

They chose: Received wrong item

They also attached an image of the correctly listed item I sent. 

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That is a INAD reason. The image means nothing. No one from eBay will look at it.

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

1. You can refund the buyer now and let the buyer keep the item. eBay refunds the final value fees on the sale to you, the seller.

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. eBay refunds the final value fees on the sale to you, the seller.

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. And, eBay keeps the final value fees for the transaction.

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

[simba6]

All you can do it accept a return or refund in full and let them keep it for free.  If you fight it, you will only lose and risk poor feedback.

[monster-deals]

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@joh30002013 wrote:

I know for some reasons it’s not worth fighting 

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there are no returns that are worth fighting, not when you are guaranteed to lose 

[jman0312]

Sounds to me like they got what you described in your listing. If you pay for a return label or refund & let them keep the item you lose $/item. Doesn't seem like a fair partnership to me.

[joh30002013]

Thanks for all the info. Since the item was a low value, I simply gave the buyer a full refund and directed them to a different store with the correct item, a subtle hint.  They were thankful and gave me positive feedback, although stated I sent the wrong item in the comment, lol.