Buyer returned wrong item, I pointed it out and they agreed, now what?

[dear.mich]

I sold an item. The buyer claimed it was defective and required a refund, I accepted, they sent me back an item with a different serial number. I pointed this out and they admitted that they may have mixed up some items on their end, which I genuinely believe as of now.

They are wanting the item back and will cancel the refund.....What do I do? What is the sequence of events here? Do I open a case of some kind? Do I just send it back? I have never been in a situation like this. 

[dear.mich]

Thank you for this advice! Was able to explain my situation to an agent and it seems like it will be resolved in a way that makes everyone happy. 

[iamalwaysright]

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@dear.mich wrote:

Ok, thank you...how do I contact eBay so that the bots do not handle that request? 

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Depends on your account. I have a way for ebay to call me back, but your account may not. Go to the help and contact section to find someone to speak to in real time.

[iamalwaysright]

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@mam98031 wrote:

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@baangell wrote:

You need to protect yourself first and foremost, open a case and let Ebay know the situation. If the buyer wants their item back you could try Return to Sender.

I accidentally shipped out the wrong video game to a buyer, it was something like Final Fantasy VII and I shipped Final Fantasy VIII. I admitted the mistake, told them to keep the game and fully refunded them.

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How does a seller open a Case?  I am not aware of being able to do that, so if you could explain further, it would be very helpful @baangell 

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I think they are referring to asking ebay to step in on a return filed. This is something I would not do unless today is the last day I'm supposed to refund the buyer and I'm unable to contact ebay at that moment... just to buy a little time before successfully contacting a human ebay rep.

[mam98031]

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@dear.mich wrote:

Thank you for this advice! Was able to explain my situation to an agent and it seems like it will be resolved in a way that makes everyone happy. 

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@dear.mich 

What does that mean?

[mam98031]

We won't know until they answer the question.

[dear.mich]

I have to sign an affidavit confirming my statement and send it to eBay. They are going to issue a refund to the buyer and release the paid funds from the sale to me. I will ship the item back separately as it’s not my item.

In this instance, I think because it was a clear mistake and both parties were honest about it, it resulted the way it did. But perhaps this is uncommon. I’m the end I am looking forward to it being resolved. Thank you and everyone for your help and opinions. 

[bonjourami]

I do wish you good luck.

[mam98031]

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@dear.mich wrote:

I have to sign an affidavit confirming my statement and send it to eBay. They are going to issue a refund to the buyer and release the paid funds from the sale to me. I will ship the item back separately as it’s not my item.

In this instance, I think because it was a clear mistake and both parties were honest about it, it resulted the way it did. But perhaps this is uncommon. I’m the end I am looking forward to it being resolved. Thank you and everyone for your help and opinions. 

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Thank you for explaining.  I find it very helpful and refreshing on Ebay's part.

[baangell]

That is why I said they need to contact Ebay first and let them know what is going on. If Ebay knows the buyer sent the wrong item, and admitted they did so, and the buyer wants that item back, the seller is 100% protected from the scenario you mentioned. Ebay can read the back n forth messaging between seller and buyer.

[mam98031]

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@baangell wrote:

That is why I said they need to contact Ebay first and let them know what is going on. If Ebay knows the buyer sent the wrong item, and admitted they did so, and the buyer wants that item back, the seller is 100% protected from the scenario you mentioned. Ebay can read the back n forth messaging between seller and buyer.

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WELL, yes it worked in your case and I sincerely am happy for you.  But most it does not work for even with a great deal of evidence.  And it is RARE for Ebay to offer an affidavit so you are swearing to the truth.

You got with a great CSR that went the extra mile to help you.  That simply is not the usual outcome for many GOOD sellers with even more of a selling great history than yourself.