Buy a replaced item with broken damage parts

[jktopshelf]

HELP  -  i sold 4  beautiful wall scales with a hanging bracket.  The buyer just notified me that it wasn’t what I described in the picture and posted three pictures of scales that were damaged. They weren’t the ones I sent him and he wanted the refund. What do I do? Apparently, he had three damaged scales  that were broken and replaced it in the Picture. This has never happened to me before I had a wonderful customers. Please help. I did file a complaint

[inhawaii]

If a customer ever files a "not as described" case, you're ALWAYS better off just accepting the return,

paying for return shipping then refunding the customer.

If you resist/complain/deny the return or ask ebay to step in, you WILL LOSE.

Ebay will find in favor of the buyer.

In many cases ebay will refund the buyer with your funds and let the buy keep the item(s). 

My advice to you would be to accept the return.

[jktopshelf]

he’s a crook … I’m worried he’s gonna worry about a bad review. Do they usually take that off when they see your history

[jktopshelf]

sorry, I meant to say I’m worried I’m gonna get a bad review

[kensgiftshop]

if the buyer files an INAD, not much you can do but accept the return, provide a shipping label and refund once something is returned.

If they do return a different item, you can report the buyer, but they'll still get a refund.

[kensgiftshop]

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@jktopshelf wrote:

he’s a crook … I’m worried he’s gonna worry about a bad review. Do they usually take that off when they see your history

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Will Ebay remove negative feedback?

It all depends if the feedback violates policy or not.

[chapeau-noir]

@jktopshelf  Don't worry about feedback - that's beside the point - letting feedback lead your actions can really backfire as you cannot control your buyer's feelings, actions, etc.

What's important here is to handle the transaction in the way that prevents damage to your account (feedback doesn't count - it's not a metric). eBay is buyer-centric, which means you'll need to accept the return (or just refund - I would take the return and make the buyer work for it) and refund when you get the item back. Any filing for bad buyer behaviour, if they do a switch, can be done then. You don't want the 'unresolved case' defect - we only get a few of these a year, and eBay is very hard on small sellers, we're basically here on their sufferance so you don't want that. Don't let eBay 'step in' - that's eBaySpeak for "lose your shirt".

Just handle the return as you would any other. I'm sorry you got a crook! It's the risk anyone runs selling online.

[susanb1872]

The only other thing I would add to the good advice already given is to ask the buyer if they have confused you with another seller since those are not the items you sent. If they say no confusion, then follow the advice from the others.

[slippinjimmy]

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@jktopshelf wrote:

sorry, I meant to say I’m worried I’m gonna get a bad review

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If you refuse to accept the return.......

- eBay will refund the buyer with YOUR money

- eBay will not require a return

- eBay will not refund the fees you paid

- eBay will not remove any negative you might get (unless the wording violates a policy)

Your worry is going to lead directly to what you fear.