Advice Please

[mywholesalemart]

I started back selling again and sold an item late Thursday night. The terms are I ship within 5 business days, eBay says item needs to be shipped before the 16th.  The order was planning on shipping out first thing Monday morning, well the buyer filed an item not described doesn't match the description title Friday night! eBay has the money on hold until I receive the return and refund the money two days after the return is shipped! 

Is it wise to go ahead and refund this order? If I do, will I get strikes against me?

I don't understand how eBay allows a return process to be started when the order has not shipped!

Scared if I this item, the buyer will definitely send some different back!

[whattheactualfox]

So the buyer filed an INAD against you and you did not ship the item I assume. You can win that case because the buyer did not receive the item, thus how can they say it was not as described? If they escalate with ebay, you can show the tracking number and explain how the item was not shipped, thus the buyer is opening a fraudulent return case.

This is one of the rare occurrences where an INAD case could win in your favor. Buyers only file a return under this reason because most sellers have the no returns policy and any other return reason falls under a grievance return

[mywholesalemart]

Yes, I have a return policy! The buyer filed this complaint within 1 day! I just would like to know if it is a good idea to go ahead and refund through the return process that is opened as I do not like to hold anyone's money! Not shipping the item, as that looks fishy! Taught I remember reading in terms on eBay that returns goes against you as a seller!

[sin-n-dex]

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@mywholesalemart wrote:

Yes, I have a return policy! The buyer filed this complaint within 1 day! I just would like to know if it is a good idea to go ahead and refund through the return process that is opened as I do not like to hold anyone's money! Not shipping the item, as that looks fishy! Taught I remember reading in terms on eBay that returns goes against you as a seller!

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Refund their item and keep the money. Then report the buyer from the dropdown menu for filing a fraudulent case.

If they are filing an INAD on an item they don't have, they're either confused, or they don't want the item. Assume they don't want the item and just refund them.

C.

[mywholesalemart]

Thank you! I have already reported them for filing a fraudulent case! Just wasn't sure about the strike system. 

[ryanrobyn]

you get a defect every time a claim is made even if the buyer says they made a mistake. Ain't it wonderful.

Ebay does this so the defect counts gets high enough they will add another 5% fees onto your sales.

[nuclearomen]

no, you didn't ship it, so the buyer cannot claim INAD - if you just refund it without resolution ebay will give you mark on your seller performance and service metrics for INAD. 

[eleanor*rigby]

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@sin-n-dex wrote:

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Refund their item and keep the money.

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@sin-n-dex 

Do you mean "Refund their money and keep the item?"

[freshw-100]

Yes surely you can win this case. Produce all details carefully with proper explanation. Good luck

[kensgiftshop]

@mywholesalemart 

Go to the case and refund the buyer without returning.

[buyselljack2016]

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@mywholesalemart wrote:

I started back selling again and sold an item late Thursday night. The terms are I ship within 5 business days, eBay says item needs to be shipped before the 16th.  The order was planning on shipping out first thing Monday morning, well the buyer filed an item not described doesn't match the description title Friday night! eBay has the money on hold until I receive the return and refund the money two days after the return is shipped! 

Is it wise to go ahead and refund this order? If I do, will I get strikes against me?

I don't understand how eBay allows a return process to be started when the order has not shipped!

Scared if I this item, the buyer will definitely send some different back!

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There is at this point no reason for you to ship anything to this buyer.

This one is a real "catch 22".

As you did not ship the item yet, the buyer is confused.

Just because you do not show the item shipped is not proof that it was not shipped. eBay does not know that you did not ship it by some means that does not show up, so the system allows the buyer to open an INAD.

As others posted, you are going to get a ding for the INAD.

What is worse than an INAD is not resolving the bogus INAD.

Three choices. 

1) As posted, you can refund.  You get the ding, but you are refunded FVF. You are out the $0.30 transaction fee.

2) You can approve the return (label will be provided) , and see what happens. You still get a seller ding just because the dispute was opened. It that confuses the buyer, and they do nothing the case "may" close out. Next off goes the buyer to PP if they used PP, or off to their CCC for a chargeback. Not good for you as a seller. 

3) You can do nothing, and eBay will refund the buyer, and keep the FVF.  Then seller defect for unresolved.

4) You could message the buyer, and ask them if the have you confused with another seller, as they could not possibly have  gotten the item less than 24 hours after purchasing. If so you could ask them to close the case.

[buyselljack2016]

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@freshw-100 wrote:

Yes surely you can win this case. Produce all details carefully with proper explanation. Good luck

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Great in theory, but unless the buyer messages saying that they do not have the item eBay is unlikely to accept seller end of a he said/she said.

Lack of tracking to show delivery is not proof that the item was not delivered. Yes "I" know it wasn't, but I can not prove that anymore than the seller can.  The seller could have hand delivered the item. Yes "I" know they did not. The buyer could have picked up the item. Yes "I" know they did not.

[ittybitnot]

Is it wise to go ahead and refund this order? If I do, will I get strikes against me?

@mywholesalemart 

As suggested, you already got the "ding" for the phony SNAD.  You get these simply because the case was opened.  It will stay no matter what you decided.  

Personally, I would choose what is behind door #1 (first choice) in post #12 by @buyselljack2016 
Of course I would also add the ID to my blocked bidder list, and make note of the name and address in case this person tries to come back for more.  

Good luck!  

[na_833338]

The first thing I would do is #4 on the list of options @buyselljack made for you.

They appear to be confused with who you are, since the item is still sitting in a box next to your front door. 

Ask them to close the INAD case since you can't mail them their purchase until it's closed.

If they still insist that the case remain open and they be refunded, you need to call CS to get them creating a 'paper trail' about what you are going through with this transaction. 

You can void the label and get the postage money back in a week or so.  Follow the best advice that other members have offered to you.  Be sure to add them to your BBL if they are a problem for you.

[whattheactualfox]

Yeah just to sum up what everyone is saying. Return and Report the buyer. You may induce a item defect, but you can appeal that with ebay to get it removed.