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?

[mam98031 · Accepted solution]

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@tsgthesportsgamer wrote:

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...

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As I stated before, all you need to do is CALL EBAY and get the Request closed.  Ebay should have never allowed it to be opened in the first place.  See my post just above this one.

It is in your best interest to get it closed as soon as possible.  Customer Service is still open and you can call to resolve the matter without further delay.  It is great this is an Ebay Request as it is the easiest to resolve in this matter.

The PP hold on your money will be released once you get Ebay to close the Request.

[variety_nook]

@mam98031 Well, it does happen:

Outdoor Life Men's Suede/Mesh Hiking Shoes - Brown/Gray - Cushioned Fit

Item ID: 272520047171

Order ID: 272520047171-1772201834017

Buyer email: xxxxxxxxxxxxx

Sale price: $32.95

Sale date: Feb-08-17 01:57:44 PST

Buyer ID: xxxxxxxxxxxxx

Return ID: 5052653192

Return opened: Apr-05-17 12:12:59 PDT

Return shipping: buyer pays Return

reason: Doesn't fit(for example: clothing)

Comments: Does not fit

You can do the date math. Keep in mind, this shows 56 days from time of sell until the time that the return request was opened. The actual time from date of delivery until the date that the return request was opened was 51 days.

(Buyer email and ID xxxxxxxx for privacy)

[janet9988]

Ebay still allows REQUESTS to be opened but the buyer will no longer be protected under ebay's money back Guarantee so it will not turn into a claim. I would respond statting that the 3rd party shipping company is to blame for the mix up. Have them take it up with them.

[mam98031]

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@variety_nook wrote:

@mam98031 Well, it does happen:

Outdoor Life Men's Suede/Mesh Hiking Shoes - Brown/Gray - Cushioned Fit

Item ID: 272520047171

Order ID: 272520047171-1772201834017

Buyer email: xxxxxxxxxxxxx

Sale price: $32.95

Sale date: Feb-08-17 01:57:44 PST

Buyer ID: xxxxxxxxxxxxx

Return ID: 5052653192

Return opened: Apr-05-17 12:12:59 PDT

Return shipping: buyer pays Return

reason: Doesn't fit(for example: clothing)

Comments: Does not fit

You can do the date math. Keep in mind, this shows 56 days from time of sell until the time that the return request was opened. The actual time from date of delivery until the date that the return request was opened was 51 days.

(Buyer email and ID xxxxxxxx for privacy)

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I didn't say it "doesn't happen", I merely said it is against the stated rules of Ebay.  Obviously it happens.

It is just like buyers are NOT suppose to be able to open INRs if the tracking shows delivered, except I had one opened on me last week.  It got closed quickly, but that isn't the point.  Ebay is allowing these Requests / Claims to get opened when they state in the rules they won't allow it.  They really need to fix this stuff.  So much time and energy would be saved by Sellers as well as Ebay CSRs if they would just FIX the issue.

[mam98031]

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@janet9988 wrote:

Ebay still allows REQUESTS to be opened but the buyer will no longer be protected under ebay's money back Guarantee so it will not turn into a claim. I would respond statting that the 3rd party shipping company is to blame for the mix up. Have them take it up with them.

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Humm, not that I've never heard.  It sure could explain things though.  So you saying they can open the Requests, but they can't escalate them to a Claim?

trinton@ebay.com

[variety_nook]

@mam98031

BTW, I didn't have to call eBay. There was an option/statement from eBay telling me that I did not have to refund if I chose not to.

Again, this was considered "Buyers Remorse" not a SNAD.

51 days after delivery.......... "Does not Fit" and the buyer auto opened a return request... ????? 

I do believe that I remember a post on these boards some time ago. A seller referred to those who open a return request through eBay without first contacting the seller as, "Freebie Fishers".

Too bad that so many sellers are willing to just refund and let the buyer keep the product. It encourages!!!

They should have contacted me directly with further explanation. As I said, I probably would've worked with them.

That too is eBay policy, Sellers and Buyers should try to resolve any issues prior to involving eBay. Just saying, that's all.

[reallynicestamps]

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.

You're golden.

The Money Back Guarantee ends at the doorstep of the reshipper.

Tell the buyer to return the items they received for a full refund.

If they demand a Return Shipping Label it would go to the Florida address.

If it is not used, you are not charged for the Label.

If the item is not returned, you win the case.

Neither buyer nor seller can have both the money and the item.

No return, no refund.

[*eponymous*]

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@mam98031 wrote:

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@janet9988 wrote:

Ebay still allows REQUESTS to be opened but the buyer will no longer be protected under ebay's money back Guarantee so it will not turn into a claim. I would respond statting that the 3rd party shipping company is to blame for the mix up. Have them take it up with them.

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Humm, not that I've never heard.  It sure could explain things though.  So you saying they can open the Requests, but they can't escalate them to a Claim?

trinton@ebay.com

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Correct, and it has been that way for 2-3 years.