Buyer opens return request for refund due to damage but not my item and my item still in transit.

[roadking5555]

Looking for veteran sellers help/advice on this one. What else should I do or just wait it out?

I received a return request for refund due to damaged in shipment 9-3, but the buyer's photo of the damaged item uploaded within the request is not even close to being the item I shipped, plus the fact the item I shipped on 9-1 has a estimated delivery date of 9-5 (tomorrow). so it's buyer error.

contacted the buyer through the open request, (see conversation below). now this is not a new buyer, they also sell and one would think they would close the request.

I called into eBay CS, they could obviously see the situation, but cannot close the request. The Rep told me eBay would "have my back" in this situation. ahhh ok, have read enough on these boards to know better.

Other than the screen shots I saved, the messages with the buyer through the request, and the CS call, what else can be done?  My radar is up based on the FB left for other sellers in the past, but that's another issue.

[inhawaii]

Sounds lie a slam dunk win to me.

I believe i've had this happen to me before, a buyer initiates a NAD before even receiving the item. 

As I recall, I won the case.

I hope you do too.

[roadking5555]

Thank you for the reply.

My concern is the item gets delivered tomorrow 9-5, buyer does not close the case and then what?  The  request states (Please take action by Sep 08).

Does the case close if it just sits there after the 8th, or do I ask CS to escalate it? Is it a human review or Bot review?

Odd situation I have never encountered, so appreciate any suggestions.

[spreadlovelikefire · Accepted solution]

I would go ahead and issue a label to make sure you are responding to the case.  This will not extend the return or anything but it will cover you in case the buyer doesn't close it out.  Then it's on the buyer to return the item once they receive it.  If they do you can report the buyer then for MBG abuse as they opened an SNAD for an item they hadn't received yet.  You'll just want to make sure that you don't get burned by this by not responding.  You will not be charged for a return label unless the buyer actually sends the item back.  It will just sit there until it times out or the buyer returns the item.  What will happen if you do not issue the label is the buyer will be able to escalate the case and eBay will issue them a refund and let them keep the item regardless if they opened the return incorrectly or not. 

[khetzel]

---

@roadking5555 wrote:

 Is it a human review or Bot review?

Odd situation I have never encountered, so appreciate any suggestions.

---

I can't answer anything else except they are all bot reviews.  I have no idea if the bot is smart enough to know something can't be not as described before it is even delivered.

I guess I would be worried too unless I knew a sentient being with authority at eBay could look at it.

[roadking5555]

I appreciate your reply.

The Request is for refund due item received damaged, not SNAD.  The buyer supplied photo in the request is a cheap $7 dollar item, in a box. My item is $140 in a padded 7x4 mailer.

It is not a SNAD. I hear what you are saying, but approving a return label seems to encourage the buyer to do exactly what you said, escalate the case and he gets to keep my items after the 8th and I get back the $7 item.

The FB history left for sellers is a little alarming, thus my concern.

Rock and hard place here. Would I be able to call in to CS and ask the case to closed based on the messages where the buyer says "sent the wrong sale for return", after the 8th?

[klhmdg]

@roadking5555  -

I agree with @spreadlovelikefire,   At this point you are on damage control.

Respond to the case by accepting the return. If there is a place to put in a note, you can put in the the item wont deliver until 9-5-2023 and that photos sent are not your item.

eBay will not read or "have your back"

Accept the return and send the label. IF the buyer is honest he wont use it... 

[sextons-sweet-deals]

I would report the buyer right now for their false communication / claim.

Do not refund or provide a return label. The buyer does not even have it yet. 

Currency sales are a high target for scammers. Hope you shipped with signature required.

[toomuchstuffagain35]

Have you entered your tracking # to the dispute?

[spreadlovelikefire]

A SNAD is the same thing.  They can request a refund but you have the right to request they return the item.  If you do not reply to the case then eBay will close it in their favor and you will be out the money and the item.  Just because you issue a return label does not mean it can not be closed in your favor at some point.  I'm just trying to help you not lose the item and your money.  

[sextons-sweet-deals]

post the photos the buyer sent you.

This seems to be a new scam. Your post is probably the third that I have read recently where someone wants a refund from a seller who was never the actual buyer. 

[12345jamesstamps]

Selling coins and stamps a lot of buyers are of the older generation. Some buyers do make mistakes but won't admit it. It seems like a mix up of 2 sellers. It's a silly return request also. It's a coin(s) which will not get damaged in a box. I think the damage box will have no effect of a solid coin(s). But you didn't mail a box as well. Have to be rather careful of the older generation who buy. These buyers have been around the block a few times. Your buyer can also do a credit card dispute....hoping they don't do that because that's not a win situation. I would not just let it go....do the return label. As for customer service agreeing with you...they do their best to say what you want to hear but not what will usually happen. Emails back and forth between seller and buyer don't really mean much in a seller's favor. I would block this buyer now for future mistakes.

Maybe the buyer returning something..this buyer might discover they may a mistake. And since this buyer does buy a lot...it seems a mistake.

[nenu-5410]

---

@toomuchstuffagain35 wrote:

Have you entered your tracking # to the dispute? 

---

Wondering @toomuchstuffagain35 what's the thought process behind providing your tracking # to repel a not-as-described return request?

[toomuchstuffagain35]

Probably too late to do a parcel intercept, but couldn't hurt to try it with the buyer's PO first thing? 

[roadking5555]

Yes, the tracking number was entered. in the drop down on the request I checked "respond to buyer" within that message I entered the tracking #. (it is in my 1st post, I shaded out the Tracking number)

But as others have said here, eBay is not going to look at that.