Buyer returned wrong item - twice!

[67vetteblue]

I am not totally savvy with the Community protocol so please excuse length and/or complexity of this question.  I have a good history of sales but have run across a return request that is becoming complicated - need to understand if there is a "scam" going on or my next move.

Sold a diecast car in great condition on Auction for $15.00 + S&H with No Returns.  Buyer paid and then, after receiving, requested a Return stating that this was a duplicate and "not needed" (?!?!?); there was also a message that he did not like the item.  Even though this was a No Returns item, I could understand someone possibly ordering a duplicate as I have done so in the past, so I agreed to accept a return and would refund the Purchase Price only.  Bueyr initially wanted me to send a Shipping Label but I utilized eBay's Return process; the Buyer ultimately shipped back the item and, after careful (I thought!) examination I authorized a refund for the purchase price only (the item came in the very next day after notificattion by eBay that the Buyer had shipped).

A few days later an identical model was received from this same Buyer and the original box was in Fair condition - the model looked OK.  I detected a difference in the shipping strap the MFR places across the doors of the model and compared it to the pictures in my original listing - there was a noticeable difference.  Thinking that I now had my original model back as well as this one, I became concerned so I checked the 1st return - the careful exam I 1st mentioned was not so careful after all - the 1st return had the same strap (in other words, this one was also not the origianl model I shipped!).  Then my dull brain finally noticed that the box for each of these returns did not match the picture of my original listing.

So, I was probably dumb for offering to accept a return; I was also dumb for not thoroughtly examining the item before issuing a Refund.  My bad - I accept that and will probably not get my original item back.  The question is - What should I do next and/or should I be wary of a future claim by this Buyer?  I have not contacted the Buyer nor eBay regarding this situation.

My apologies to all for the length of this message but I would appreciate any thoughts you may have.

Best wishes!

[tiramisu41]

@67vetteblue,  I am sorry to hear of your experience.  Unfortunately, it is not an uncommon one and eBay will do nothing about it.   If you call and complain they will tell you they have no way of knowing that what you sent the buyer isn't the same thing you received back.  IOW, they have no idea who is telling the truth, and they always side with the buyer. 

If you haven't already issued a full refund to the buyer, you need to do so.  If you don't, *that* will get you in trouble with eBay.  Once you have, the seller also has no recourse as he/she has been "made whole."  The only thing he/she could do is leave you neutral or negative feedback about the transaction.  Sellers are only allowed to leave positive feedback for buyers, including in narrative form, so don't think you can get back at the buyer or warn others of his/her shady behavior as that is also another way eBay protects buyers.  It may  seem unfair, but it's true.

As far as not getting stung by this buyer again, add him/her to your Blocked Bidder List.  That will prohibit him/her from bidding on or buying any more of your listings.   That doesn't mean someone else can't/won't try to do a similar switcheroo on you but at least you can prevent this same buyer from coming back a third time and taking advantage of you.

Hope this helps.

[pvcliff]

Sounds like your buyer did set out to scam you and returned his old item to you. Then he somehow got confused (maybe eBay even sent a second label) and sent you a second old item from his collection. I'd block him and with any luck you can sell the two items he sent you for enough to cover your loss. That second, unsolicited item now belongs to you.

[tiramisu41 · Accepted solution]

@67vetteblue...  Sorry, ran out of time to edit my earlier post...

As far as whether or not to accept a return, if you have a no returns policy, that doesn't mean "no refunds."   A buyer can still claim an "Item Isn't As Described" complaint and eBay will require you to refund.  If you balk, eBay will simply issue the refund *for you* as eBay's Money Back Guarantee trumps a seller's return policy no matter what your return policy may be.

However, if indeed your buyer indicated the reason for return was he/she bought a duplicate by mistake, since you have a no returns policy,  there was a slim possibility you could have refused the return and not had to refund as the buyer's reason for the return was  "remorse" not that the item received wasn't as described.  These types of situations are often called  "a Remorse Return masquerading as a SNAD" (Significantly Not as Described complaint).

When you have a no returns policy, to fight one of these you have to do so very carefully, and in a timely manner, but it is possible for a "no returns policy seller"  to win them though there has been mention here on the boards in recent months that eBay has made the possibility of doing so even tougher. 

All of the above however, is a moot point at this juncture since you agreed to accept the return.  Because you did, and got your item/s back, you need to follow through and refund the buyer  if you haven't done so already, and just move on.

[67vetteblue]

Thank you so much for your thoughtful and informative reply.  I had already issued the refund but I just wanted to make sure I understood what was going on and what my options may, or may not, be.  Your response was certainly most helpful in that regard.  I have had a number of sales over the years and this is the first time a refund was requested which was not associated with a damaged shipment.  I'm taking this as lesson learned and will probably block this Buyer.  Best wishes.

[67vetteblue]

Thank you for your response - I found it very helpful and reassuring that my assumption regarding this Buyer was probably accurate.  I will probably block this Buyer and just move one.  First time this has happened and, hopefully, the last time.  I appreciate your time and thoughts!