Need help with "faulty" return; Buyer sent back same but different item

[bangordiscount]

I've run into a problem.

I sold a tool (angle grinder, new/sealed) to a buyer on 4/16. The same eBay account bought another unit (also new/sealed) of the same tool on 4/19.

I don't believe it's a freight forwarder (only 37 feedback on the account) but the first shipment went to a John Smith (generic name) in Arizona while the second unit went to a Mike Jones (generic different name) in California.

Last week I got a return request for the first purchase. The reason being "I changed my mind---Not what I needed". I responded by accepting the return but not before letting the buyer know that I would only issue a full refund if the same unit was returned (verified by serial number) in the same new/unopened condition. This is a standard rule I have.

The item was deliverd back to my address while I'm away helping a family member finish their basement. I had my girlfriend send me pictures of what was returned and this is what I have run into:

1. I sent the product in a 16"x10"x7" box to the buyer and the buyer just sent the item back in it's factory packaging (no shipping box) with a label taped to it.

2. The product box is essentially destroyed

3. The product box had been opened and taped back closed

4. The item shows minor signs of use (no longer new, wasn't returned unopened/sealed)

5.. Most importantly, the serial number is not the same as what I sent him, meaning he sent the same prodcut back but a different unit.

Can I refuse the return? Should I involve eBay? Or is it best to just issue the max refund deduction of 50% for a faulty return (I'm a Top Rated Seller). My best options when selecting "report a problem" with the return are either the options of "item was opened" or "different item sent back".

I only have until today to respond despite my store being in "Time Away" until next Tuesday. The return was opened before I went into "Time away" but delivered after I had started it.

My biggest worry is this account has another purchase and I'm afraid if I deny this return they could try something unethical with that purchase in regards to a return

And to be clear the angle grinder he sent back is NOT the same serial number as either unit he was sent (to the CA address or AZ address) and the name on the return label doe NOT match the recipients names on either purchase.

Thanks for the help

[klhmdg]

Report the buyer, refund the 50% and add buyer to your blocked list.

eBay will not look into serial numbers or photos or any proof the seller has... 

Involving eBay will only get the buyer a 100% refund and you the seller a defect on your account.

Save your self the headache and report, refund and block.