Buyer claims wrong item sent

[lordallen]

I am a very casual eBay seller. Every once in a while, I’ll thin out my comic book collection and sell a few items. I’ve never had an issue until recently. I had someone buy one of my comic books, but claimed that I sent the wrong one. I didn’t mail him the wrong one. He switched it out on me and now wants a refund. What should I do?

[mtgraves7984]

What should I do?

@lordallen 

Nothing unless a Return request is opened. If so, approve it and do not refund until your item comes home.

[ensemble_emporium]

Wait for a return request is sent through to you.  You most likely will not if you sent them the correct item.

[pickapaper]

Don't engage in conversation with the buyer, i.e. don't tell him you know you sent the correct item, etc.  Just wait until he files a claim with eBay  and at that time, you will have to issue a return label for the return of the comic if you want it back.  It looks like some of your auctions only sold for a dollar or two so you may not want to pay the postage to get the item back.  In that case, if he files a claim, you can just refund him without the return of the comic.   If you want the comic back, do not refund until you get the comic back.   If he is serious, he will file a claim.  If you don't hear any more from him, then all the better because he was probably bluffing or fishing. 

On a side note, I noticed you are selling your comics at auction and most of the time only get one bid on an auction.  Auctions are pretty much a thing of the past now unless the item being sold is super rare or super highly collectible.   You would be better off selling your comics at Buy It Now with Immediate Payment Required. Buyers nowadays want immediate gratification so they want to buy it and get it quickly, they don't want to mess around and wait until an auction's end.

[inhawaii]

Do nothing ... unless he files a return through ebay.

If he does, accept the return and do not refund until the mag gets back to you.

[mam98031]

Stay polite and professional.  Send them a simple email, something like this.

I am sorry there was an issue.  Please return for a refund.  Once I get it back I will inspect it and refund you.  Please let me know if you have any further questions.

If they write again, simply say the exact same thing to them.  Just rinse and repeat as needed, but do NOT refund them just because they say there is an issue.

It is likely that the buyer will just stop communicating once they realize they can't bully you into just refunding you.  Or if there really was a problem they will agree and do the return.

[inhawaii]

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@mam98031 wrote:

Stay polite and professional.  Send them a simple email, something like this.

I am sorry there was an issue.  Please return for a refund.  Once I get it back I will inspect it and refund you.  Please let me know if you have any further questions.

If they write again, simply say the exact same thing to them.  Just rinse and repeat as needed, but do NOT refund them just because they say there is an issue.

It is likely that the buyer will just stop communicating once they realize they can't bully you into just refunding you.  Or if there really was a problem they will agree and do the return.

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I know we all have our own ways of doing things. I always say "ebay will refund you when I receive the item back".  Some sellers want/expect a refund right away. This puts the burden on ebay and not on the seller.

[mam98031]

I don't say that because one, it isn't true and two, sellers have a couple days to refund so they can inspect the item.  IMHO saying Ebay will refund the buyer denotes the seller being forced to refund.

I respect that your preference is saying Ebay will refund, that is simply something I wouldn't do.  But of course, it is just a difference of opinion, nothing more.