Buyer sent pictures of a different item, and claimed item sent not as described

[cpo.cre.ptt97j]

Its a question on here as old as time. This is my first time selling on here, I took many photos and a picture of the item. Even took a video of it at ups and me sending it. (A traktor s8) much to my suprise the day it gets delivered the buyer sends photos of a complete different s8, in a different case, claiming that the pictured one is what i sent them and that its broken. They are demanding a return and due to MBG it appears as if I dont have a choice.

What are my options? I found the following photo in a seperate thread. Is allowing the return then following photo my only options?

[fashunu4eeuh]

If the buyer opened a Not As Described claim, there is no chance of the case getting closed in your favor by following the list you posted. At one time, it may have been an option, but no more.

Instead, now you must accept the return, refund after he returns it, then follow the list, and then open an appeal, giving all your documentation to eBay. Below is a link on how to handle the appeal. 

If your buyer is not suffering from some physical or mental disorder, it looks like a fraudulent return. Sadly, the refund will still be forced by eBay. So appeal the case. You may have a shot at a reversal. Good luck!

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item...

[mybigsale]

When the customer first contacted me, I would make it perfectly clear that the item pictured is not the item sent and that you are very concerned.  Ask them to cooperate with you and police to help determine how and when the switch occurred. As the switch happened through the mail it is postal fraud and will be reported.  Ask them to please take pictures of the original postal packaging and label and to not throw it away.  Also, ask them for the weight of the package received as the post office will have records of the weight of the package sent and the GPS location of delivery.  

Fortunately, I have had mostly great buyers.  I have heard cases of buyers "finding" the correct package and/or not opening cases when confronted with the "truth". They may laugh at you - an actual police report may have an effect. You may have a good case on Judge Judy or small claims court.

I have heard of eBay actually refunding sellers on appeal if the appeal includes an actual police report. eBay will probably reward the buyer and let them keep their refund too.

5 Ways to Report Fraud on eBay - wikiHow

[cpo.cre.ptt97j]

So the buyer returned the item, in the case I sent it. But it is a different traktor s8. Its the exact same model, so it appears to be the same. However there are extremely small details aside from it not working which i can tell its not the one I sent him. For instance the left loop knob on mine was ever so slightly bent, and there was a small scratch on the one i sent him that is not on this one, and there is a screw missing on this one. However the biggest thing that would be the main tell, would be the serial number, Which in my stupidity I did not retain of the one i sent him, so i cant use that as a argument. 
Considering the only bases I have to prove its not the one i sent him is two small visual details, the photos of the original return claim showing it in a different s8 case, And my word that the one i sent him worked.

Will it be enough to file an appeal and a police/fraud report? Or should I just go the "Item returned damaged" route only refund %50 and take the loss?

[buyselljack2016]

I do not think that you qualify  for the   ....  "only refund 50%"    .... and likely will not see that option.

[cpo.cre.ptt97j]

Why would I not? I sent the item out, and it was returned broken. Ebay has not yet been asked to step in and help. Would it not qualify? It is because of the original "item not as described" claim?

[bonjourami]

Because you dont do free returns you are not eligible.

[12345jamesstamps]

I have a problem like this, before the buyer opened a case against me. I resent my photos  and just mentioned with her photos that did not match. I was very polite doing this. Never heard from them again and didn't get a negative feedback from them.

Once buyer opens a case you have no choice but to do the refund after receiving the item and block them from future purchases.

[monster-deals]

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@cpo.cre.ptt97j wrote:

Even took a video of it at ups and me sending it. 

it appears as if I dont have a choice.

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You can stop "filming" yourself doing anything on ebay. It is a waste of time.

You do have a choice. Refund without a return or refund with a return.

[monster-deals]

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@bonjourami wrote:

Because you dont do free returns you are not eligible.

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Or TRS

[firejake2003]

You are very brave to sell electronics on ebay.  It seems sellers have so many issues with scammers!  I sold one electronic item and that's all it took.  It was a nightmare because the buyer used a freight forwarder to costa rica and he was a psycho!  We won the case after a lot of back and forth within ebay messenger.

[bonjourami]

If you are TRS,you can offer thirty day returns and still be eligible to deduct up to fifty percent on damaged returned items.

[gamersbaystore]

You set yourself up to get ripped off by not including a picture of the serial number in the listing, and the fact you used UPS to ship the item.

Using any service other than USPS to ship high dollar items just screams "Please Rip Me Off!" You have no recourse with services like UPS and Fed Ex.

Had you used USPS, you could've made a report for mail fraud, and they would have investigated it given the price of the item. Likewise, if USPS receives enough complaints, they will go after the buyer and convict them for previous offenses as well, forcing them to pay restitution too all the victims involved.

Your only bet now is to file a police report, and take pictures of the item you received and ask ebay to compare. If the item you received is not the same as the item you sent, there should be enough subtle differences in wear to point out what those differences are.

Either that, or try and do the 50% refund, if the option is there you can use it. Even then, you'd be losing half the sale.

[lamber9347]

You really need to read the terms of service for this platform if you intend to continue to sell on here. You must be a top-rated seller and offer free returns in order to qualify to keep up to 50% of the original item value. You are not only a new seller, but you didn't offer free returns on this item, so that's why you don't qualify. There are many policies that will help you as a seller, and plenty of things to look out for, but you need to spend the time reading up on all that. Best of luck to you....

[cpo.cre.ptt97j]

Thank you all for answers and feedback, I was very ignorant in the way I sold this. Working with Ebay now to see if they will be able to help. Just being open, polite, and honest and hoping for the best.