Buyer requesting return. Claims i sent wrong item. I know i didn't.

[inhawaii]

Buyer bought 2 bags of candy from me: Dole "li hing" pineapple gummy bears. I know for sure, beyond a shadow of a doubt, i would bet my life on it, that i sent her exactly what she ordered. I even sent her a message asking how she knew about "li hing".

She initiated a return saying i sent her the wrong item. but didn't say what it was that she received. I asked her "what does it say on the package?".  I also asked her to send a picture of what she received.

If she does send a picture, i'll be in the clear.  What happens if she doesn't send a picture?

[inhawaii]

The buyer sent me a picture of 2 items she claims to have received. I don't even sell these: DOLE "li hing" pineapple chunks.  In order for this to happen, i would have had to make 2 mistakes.

I would have had to buy 2 bags of li hing pineapple chucks by mistake thinking they were li hing gummy bears. 

Then i would have had to pack and send her the wrong item.

Highly unlikely but possible. 

I apologized for the error. Told her to keep the pineapple chunks and i will send her the 2 bags of li hing pineapple gummys. 

What a nice seller.  😃

[fern*wood]

Personally, that photo would make me believe them, since they could have sent you a photo of 2 packages of pop-tarts to "prove" you sent the wrong thing.   Asking for a photo would not actually prove anything and she didn't have to even send you one. 

[ittybitnot]

I apologized for the error. Told her to keep the pineapple chunks and i will send her the 2 bags of li hing pineapple gummys. 

Sounds like she wanted some more or to get the ones she received for free.  It worked. 

[castlemagicmemories]

Nothing.  Buyers are not required to send pictures.

I see she did send you pictures, though, and you already handled the issue with your buyer.  

[mam98031]

It was very nice for your buyer to send the pics as they aren't required to.  And you are a wonderful seller to respond and take care of their needs so that they are happy.  GREAT customer Service.

But just as an added piece of information.  In the Return Climate that is currently on Ebay.  Even if the buyer had sent you pics of the exact item you sold to them and shipped, they could have opened a SNAD and you would have to take the return and refund.  I've had it happen.  I've even discussed it at length on a couple of Weekly Chats.  Ebay will do NOTHING to prevent the buyer from being able to return the item for refund.  The seller's only opinion it to report the buyer for abuse of the return system.

[reallynicestamps]

"I regret you are unhappy with your purchase. Please return it for a full refund."

[castlemagicmemories]

On a SNAD, which this buyer opened against the OP, the OP would have to pay the return shipping cost.  While it is possible that the buyer may decide not to return, they might be willing to return, and that may not be something the OP is prepared to do.

Certain things aren't allowed to be returned, too.

[mam98031]

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@reallynicestamps wrote:

"I regret you are unhappy with your purchase. Please return it for a full refund."

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The buyer was allowed to keep the items and the seller sent the correct items to the buyer.  I would assume the buyer is very happy with the outcome and the customer service in which they received.

[mlop-3568]

I just looked both items up, I can see how you might have accidentally purchased one thinking it was the other, especially knowing people are often too lazy to put stuff on the right rack

[castlemagicmemories]

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@castlemagicmemories wrote:

Nothing.  Buyers are not required to send pictures.

I see she did send you pictures, though, and you already handled the issue with your buyer.  

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And I just wanted to add, you handled it with great aplomb, in spite of the situation, and gave great customer service!