Buyer opened a case for wrong item received 67 days after sale. I know I shipped the right item.

[tsgthesportsgamer]

I've maintained 100% feedback for years and I've finally run into a case that makes me nervous for my perfect record.

A buyer purchased a PS4 video game from me back on June 26. Just yesterday they open a case that they didn't receive the item but instead received "Wii taped items" - whatever that really means. Funny, I don't own or have sold any Wii-related merchandise in years.

The USPS tracking from their order shows a delivered date of June 29 (delivered to "Front Desk/Receptionist" at the destination address). The shipping charge was 2.70, my standard cost for the 7 oz PS4 games w/ protective case. So I know I shipped a PS4 game (as I've sold many) to that address. 

Now that the order is over 60 days old, I can't go back and look at the details. I'm really amazed ebay lets someone file a complaint this late if they cut off archival orders past 60 days. I dug into my PayPal to find the tracking number. However, I don't have the user's name or address to at least confirm they matched the destination on the tracking. Looking up the user says that they are based in Costa Rica, though the address they must've had on file was for a place in Florida where it was delivered. They have a 100% feedback score (about 170) but this all seems sketchy. Even if they feel they are in the right, why have they waited this long? If I received the wrong item, I wouldn't wait 60+ days... If they are being honest, then my fear is that they are possibly using a drop shipping service and that provider may have screwed things up. 

Anyway, I know I didn't send them "Wii taped items" and I'm 99.99999999% sure the package I sent to whatever address they had on file was the game they ordered. That said, what are my options going forward? I supplied the tracking number to the case as well as responded asking for the buyer to provide photos of the wrong item and packaging. I don't know what else I can do to firm up my defense on this one?

[emerald40]

Contact your buyer and ask if he might have mixed you up with another seller.

Did he actually open a case through ebay - which I thought would not be allowed since it is over the time limit?

Or was it through paypal?

[tsgthesportsgamer]

I got a message from ebay in my ebay inbox yesterday saying "Your buyer has opened a request".

I will at least wait a day to hear back on my initial message to the buyer, but the message said he was "expecting a PS4 game", so it was relatively specific, but - you're right - not neccessarily specific enough. 

[dtexley3]

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@tsgthesportsgamer wrote:

I've maintained 100% feedback for years and I've finally run into a case that makes me nervous for my perfect record.

A buyer purchased a PS4 video game from me back on June 26. Just yesterday they open a case that they didn't receive the item but instead received "Wii taped items" - whatever that really means. Funny, I don't own or have sold any Wii-related merchandise in years.

The USPS tracking from their order shows a delivered date of June 29 (delivered to "Front Desk/Receptionist" at the destination address). The shipping charge was 2.70, my standard cost for the 7 oz PS4 games w/ protective case. So I know I shipped a PS4 game (as I've sold many) to that address. 

Now that the order is over 60 days old, I can't go back and look at the details. I'm really amazed ebay lets someone file a complaint this late if they cut off archival orders past 60 days. I dug into my PayPal to find the tracking number. However, I don't have the user's name or address to at least confirm they matched the destination on the tracking. Looking up the user says that they are based in Costa Rica, though the address they must've had on file was for a place in Florida where it was delivered. They have a 100% feedback score (about 170) but this all seems sketchy. Even if they feel they are in the right, why have they waited this long? If I received the wrong item, I wouldn't wait 60+ days... If they are being honest, then my fear is that they are possibly using a drop shipping service and that provider may have screwed things up. 

Anyway, I know I didn't send them "Wii taped items" and I'm 99.99999999% sure the package I sent to whatever address they had on file was the game they ordered. That said, what are my options going forward? I supplied the tracking number to the case as well as responded asking for the buyer to provide photos of the wrong item and packaging. I don't know what else I can do to firm up my defense on this one?

---

Sounds like they are using a re-shipper or had it delivered to a friend/relative.  This invalidates the MBG on the item.  Make sure that when you call CS you point out that their home address is not the shipping address.  It should close in your favor.

[mistressmime]

If it gives you the option, just deny the return request. Its way past the time for them to return it

[emerald40]

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@tsgthesportsgamer wrote:

I got a message from ebay in my ebay inbox yesterday saying "Your buyer has opened a request".

I will at least wait a day to hear back on my initial message to the buyer, but the message said he was "expecting a PS4 game", so it was relatively specific, but - you're right - not neccessarily specific enough. 

---

Then call ebay, and say it is way over the time limit and ask them to close it in your faor while you remain on the phone.

[variety_nook]

I once had a buyer who contacted me through the eBay message board complaining about the condition of the item that he had received. As in your case, the buyer's complaint was pertaining to merchandise that I didn't, nor ever have sold.

I would do as @emerald40 suggested and contact the buyer asking if they were contacting the correct seller. That's what I did with my case and the buyer answered with an apology as he had confused me with the other actual seller whose item he had issues with.

BTW, you said that the buyer is located in Costa Rica, but had the item shipped to Florida. That was probably a freight forwarding company that they used in order to save on shipping charges. Many international buyers will do this. If that's the case, once tracking shows that the item was delivered to the forwarding company in Florida, eBay's Money Back Guarantee no longer applies from that point.

Good Luck!

[emerald40]

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@variety_nook wrote:

I once had a buyer who contacted me through the eBay message board complaining about the condition of the item that he had received. As in your case, the buyer's complaint was pertaining to merchandise that I didn't, nor ever have sold.

I would do as @emerald40 suggested and contact the buyer asking if they were contacting the correct seller. That's what I did with my case and the buyer answered with an apology as he had confused me with the other actual seller whose item he had issues with.

BTW, you said that the buyer is located in Costa Rica, but had the item shipped to Florida. That was probably a freight forwarding company that they used in order to save on shipping charges. Many international buyers will do this. If that's the case, once tracking shows that the item was delivered to the forwarding company in Florida, eBay's Money Back Guarantee no longer applies from that point.

Good Luck!

---

Not true for SNAD if he files through paypal.  Buyer has to pay for return shipping, though.

[d-k_treasures]

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@emerald40 wrote:

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@tsgthesportsgamer wrote:

I got a message from ebay in my ebay inbox yesterday saying "Your buyer has opened a request".

I will at least wait a day to hear back on my initial message to the buyer, but the message said he was "expecting a PS4 game", so it was relatively specific, but - you're right - not neccessarily specific enough. 

---

Then call ebay, and say it is way over the time limit and ask them to close it in your faor while you remain on the phone.

---

They should just be able to deny it and it should close right there, since it's past the MBG date.

[mam98031]

Now that the order is over 60 days old, I can't go back and look at the details. I'm really amazed ebay lets someone file a complaint this late if they cut off archival orders past 60 days.

Ebay doesn't.  If your buyer received this item over 30 days ago, an Ebay claim is not suppose to be possible.  Are you sure it was an Ebay claim, or could it possibly be a PayPal claim.  It does make a difference.

If you are confident it is an Ebay claim, simply call Ebay and get it closed.  Don't get into a discussion about who is right or who might be wrong.  Simply stick to the reason it is over 60 days old.  Say nothing else.  It should get closed right away as it should have never been allowed to be opened.

I dug into my PayPal to find the tracking number. However, I don't have the user's name or address to at least confirm they matched the destination on the tracking.

The buyers name and other info should be on the claim they opened.  

Looking up the user says that they are based in Costa Rica, though the address they must've had on file was for a place in Florida where it was delivered. 

If the claim were to be opened in Ebay, this would be yet another reason to get it closed.  In Ebay you are only responsible to the address on the payment notification.  But the same is not so in the PP rules.

They have a 100% feedback score (about 170) but this all seems sketchy. 

All buyers have 100% positive FB.  There is NO choice.  Sellers can only leave positive FB for buyers.  What you need to look at is the FB they leave for others.  That is the info that can be useful.

Anyway, I know I didn't send them "Wii taped items" and I'm 99.99999999% sure the package I sent to whatever address they had on file was the game they ordered.

If the claim was open in PP, this seems to be your biggest defense for getting the claim closed in your favor.  You need to do more research so you can prove what the buyer actually purchased from you.

BTW, you should be keeping your own records on your sales.  You will need it at tax time, but it is also useful year round for various reasons and this problem is a great example.  But if you are going to run a small business, business records are a MUST.

[mam98031]

Now that the order is over 60 days old, I can't go back and look at the details. I'm really amazed ebay lets someone file a complaint this late if they cut off archival orders past 60 days.

Ebay doesn't.  If your buyer received this item over 30 days ago, an Ebay claim is not suppose to be possible.  Are you sure it was an Ebay claim, or could it possibly be a PayPal claim.  It does make a difference.

If you are confident it is an Ebay claim, simply call Ebay and get it closed.  Don't get into a discussion about who is right or who might be wrong.  Simply stick to the reason it is over 60 days old.  Say nothing else.  It should get closed right away as it should have never been allowed to be opened.

I dug into my PayPal to find the tracking number. However, I don't have the user's name or address to at least confirm they matched the destination on the tracking.

The buyers name and other info should be on the claim they opened.  

Looking up the user says that they are based in Costa Rica, though the address they must've had on file was for a place in Florida where it was delivered. 

If the claim were to be opened in Ebay, this would be yet another reason to get it closed.  In Ebay you are only responsible to the address on the payment notification.  But the same is not so in the PP rules.

They have a 100% feedback score (about 170) but this all seems sketchy. 

All buyers have 100% positive FB.  There is NO choice.  Sellers can only leave positive FB for buyers.  What you need to look at is the FB they leave for others.  That is the info that can be useful.

Anyway, I know I didn't send them "Wii taped items" and I'm 99.99999999% sure the package I sent to whatever address they had on file was the game they ordered.

If the claim was open in PP, this seems to be your biggest defense for getting the claim closed in your favor.  You need to do more research so you can prove what the buyer actually purchased from you.

BTW, you should be keeping your own records on your sales.  You will need it at tax time, but it is also useful year round for various reasons and this problem is a great example.  But if you are going to run a small business, business records are a MUST.

[a_c_green]

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@mam98031 wrote:

BTW, you should be keeping your own records on your sales.  You will need it at tax time, but it is also useful year round for various reasons and this problem is a great example.  But if you are going to run a small business, business records are a MUST.

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At minimum, do as I do and have a dedicated email account from someplace like Hotmail or Gmail for use with your eBay selling account, and absolutely nothing else. You get enough storage that you never have to delete anything, so you can keep all the eBay correspondence that you receive about each sale. I direct my package tracking updates into the same account. I've got records there going back years.

[a_c_green]

BTW, you should be keeping your own records on your sales.  You will need it at tax time, but it is also useful year round for various reasons and this problem is a great example.  But if you are going to run a small business, business records are a MUST.

[mam98031]

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@a_c_green wrote:

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@mam98031 wrote:

BTW, you should be keeping your own records on your sales.  You will need it at tax time, but it is also useful year round for various reasons and this problem is a great example.  But if you are going to run a small business, business records are a MUST.

---

At minimum, do as I do and have a dedicated email account from someplace like Hotmail or Gmail for use with your eBay selling account, and absolutely nothing else. You get enough storage that you never have to delete anything, so you can keep all the eBay correspondence that you receive about each sale. I direct my package tracking updates into the same account. I've got records there going back years.

---

While a good idea, it sure would make things difficult to reconcile at the end of the year for the upcoming tax season.  Depending on Ebay records or PP records is very risky.

For small sellers an Excel worksheet works really well to record your sales into.

For me, I have a database built in Microsoft Access since I started selling way back when.

[mam98031]

BTW, you should be keeping your own records on your sales.  You will need it at tax time, but it is also useful year round for various reasons and this problem is a great example.  But if you are going to run a small business, business records are a MUST.

[variety_nook]

Good Point, as well as helpful info for others reading this thread; However, the OP did say that the case was opened through eBay.

Fortunately, I haven't had a lot of experience with returns. I did on one occasion have a buyer who opened a return request through eBay as: "Does not Fit",.. 51 days after date of delivery. I denied the request as buyers remorse, but mostly because of the lag time between receiving the pair of shoes and trying them on. Were they on sabbatical/vacation??? I don't know. But they didn't bother with a follow-up through PayPal either. Who knows??? I've never had to deal with a PayPal return/SNAD/complaint, etc.

With that said, had they contacted me via eBay's message board, sent pictures to assure me that they hadn't been worn for 51 days and then decided that they didn't like them, I probably would've worked with them. 

[tsgthesportsgamer]

Sorting through all the very helpful and informative replies. Amazing all the little (useful) things you can learn from one bizzare return request. 

I believe this was opened on ebay. I guess it is not a full-fledged "case" yet, I may not be using the right terminology. Right now they have "opened a request", though by all looks of it, it is through ebay and not Paypal (the PayPal payment has reverted to "held" status now).  Though when I open it I am "responding to a case", so is it a case by definition?

I have found the buyer's Florida address now in PayPal and it does appear to be a freight shipping company. 

My only options are these:

"Add Tracking Details", "Refund the Buyer" and "Send Message to the Buyer".  No appearances that I can outright deny the request. I have yet to actually hear back from the buyer. 

Heck, even if I sent the person a bag of gummy worms,  over 60 days with a confirmed delivery at the address would seem to protect me regardless of where this goes...

[mam98031]

Of your Request was opened 51 days after delivery, it was OUTSIDE the Ebay rules and Ebay should have NEVER allowed the claim to be opened.  A simple call to Ebay would have gotten the claim closed as well.

eBay Money Back Guarantee timelines

Item not received

• A buyer can report in My eBay that they didn't receive an item once the item's latest estimated delivery date has passed, and for 30 days after the latest estimated delivery date.

  item not as described

  • A buyer must request a return no later than 30 days after the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within the return window.

    http://pages.ebay.com/help/policies/money-back-guarantee.html#timelines