Buyer received right item, but claim received wrong item.Solution?

[uniwarehousewares]

buyer bought one item  he received it, i have very strict measures in my warehouse , three people check it before ship the item, but buyer claim he received wrong item and sent me picture of item  which is even not from my company.what can be solution ? buyer kept the item he ordered and sent me picture of wrong item by opening return request,any body suggest solution ?

[dentalsales4u]

Did you contact your buyer to politely inform him that you don't have/carry that brand and could he have you mixed up with another seller?

[goodluckselling]

When return requests are opened you have to follow through with them.  eBay considers the buyer as the party with the most current info about the item because it is in there possession.  Once you get the item back if it is different than what you sent you can report the return and follow the directions eBay gives you.

If you do not accept the return, then at some point eBay can step in and make a decision on buyer and sellers behalf.

Also after reviewing your items some are located in New York and some in Florida.  Do you have two warehouses?  You seem to do a good job and this looks like a rare occasion for you.

Good Luck Selling!

[zamo-zuan]

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@uniwarehousewares wrote:

buyer bought one item  he received it, i have very strict measures in my warehouse , three people check it before ship the item, but buyer claim he received wrong item and sent me picture of item  which is even not from my company.what can be solution ? buyer kept the item he ordered and sent me picture of wrong item by opening return request,any body suggest solution ?

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Best you can do is try speaking to customer service, but sadly there's not much to do in this situation.

I'm sorry to say but return policies are currently stacked against sellers.

You will be stuck with the defect as SNAD claims are determined by the buyer.

Once it's returned to you, you can claim that it was returned in different condition that sent and do a less than full refund.

If you offer Free Returns eBay will let you do a "less than full refund" up to 50%. For non-Free Returns, I think it maxes out at you can only keep 20% of the refund.

Sadly, unless the buyer makes any big mistakes, this is as far as the "Sellers Protections" go...

[sweetpieces4you]

Was the Sold Item Expensive ??? Or not so ??? Would it be a hardship for you ( Money Wise ) to have the item returned to you even tho it's not yours ??? 

[uniwarehousewares]

Thank you for your sharing your suggestions, i really appreciate it and yes i have two warehouses one in NY and in FL, i see this kind of situation first time, normally i have handle some other cases but this situation is hard to deal.

[castlemagicmemories]

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@dentalsales4u wrote:
Did you contact your buyer to politely inform him that you don't have/carry that brand and could he have you mixed up with another seller?

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This would be my suggestion as well.  Buyer may be confused as to what he ordered and from whom he ordered it.  It happens.  I hope you can work this out satisfactorily.  Hopefully the buyer will realize he is mistaken.

As an aside to @dentalsales4u , what a cute avatar!

[uniwarehousewares]

no its not expensive item, but i want to solve this case so its learning that how i can deal again this kind of situation i have no problem in giving full refund , but this buyer is scammer that is reason i decided to post in discussion board so i can have solution.

[uniwarehousewares]

the item is already wrong what buyer is claiming, even i get return of this item, i cannot claim that item is in different condition as he will be returning item that is not belongs to my company but its really nice to share and get experience on this discussion board , i just want to face this kind of situation if happens again so i must know what is solution.

[goodluckselling]

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@uniwarehousewares wrote:

the item is already wrong what buyer is claiming, even i get return of this item, i cannot claim that item is in different condition as he will be returning item that is not belongs to my company but its really nice to share and get experience on this discussion board , i just want to face this kind of situation if happens again so i must know what is solution.

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Once a buyer opens a request you have to satisfy it or your account gets bad marks against it which can have negative effects if you get to many of them.

So you can either accept the return and follow directions already given to you.  Since you mentioned it is a low cost item maybe just refund the buyer, then put the buyer on your blocked buyer list.

Sometimes it is easier to finish it up and move on so you do not harbor the anger from the theft for very long.  This is actually one of the negatives to selling online versus in person where you have a bit more control over returns.

Good Luck Selling!

[zamo-zuan]

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@uniwarehousewares wrote:

the item is already wrong what buyer is claiming, even i get return of this item, i cannot claim that item is in different condition as he will be returning item that is not belongs to my company but its really nice to share and get experience on this discussion board , i just want to face this kind of situation if happens again so i must know what is solution.

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EBay doesn't really give us a way to solve this. This has been an issue that has persisted for years. We used to have better protections prior to 2018. But now if you do Free Returns your lucky to get 50% back. If not... well, eBay says you are out of luck.

[tunicaslot · Accepted solution]

As others stated - contact the buyer and asked if they mixed you up with another seller they purchased from - it does happen. If they indeed are trying to scam you - you have to accept the return but can at least call Ebay CS after receiving the item back and appeal the case. The most you'll get is the return shipping credited to you but make sure to report the buyer to Ebay and I go so far as filing a report with the USPS for mail fraud as well as the IC3 so as to get them on everyone's radar.