Damaged item return after 24 days.

[a-z_shop_zw]

I sold a item 24 days ago. The buyer just opened a return against me for item arrived damaged.  They uploaded photos. It’s the same item but it’s not the one i sent. It’s has marks on it that mine did not have. It also is missing marks mine had. The serial number is out of focus in their photo. eBay is not helping. They said to work it out with the buyer. Ebay also said they do not have the item so they can’t help. I have yet to respond to the buyer. I don’t know what I should do. If I accept the return can give ebays address to send it to. That why they have the item to make a ruling. I would not inform the buyer that it’s going to eBay. Is that possible? Any help would be great thanks.

[pburn]

Sadly, you really have no choice but to accept the return. The item should be returned to you, not eBay. When they told you "they do not have the item so they can't help," they meant they do not inspect returned items and/or arbitrate disagreements between buyers and sellers. If you don't accept the return, eBay will find in the buyer's favor; i.e., you'll lose the case. You'll have to refund anyway, and there's a chance eBay will allow the buyer to keep the item. You'll also receive a defect on your account for not resolving the issue yourself.

I see you're a Top Rated Seller; however, you don't accept returns. If you offered 30-day or longer returns, you could have received additional seller protections, possibly including either a $6 reimbursement on your return shipping cost or the ability to deduct up to 50% of the refund under certain circumstances.

You might want to read up on those additional protections and see if it would be worth it to offer 30-day or longer returns in the future.

[mam98031]

The FIRST thing to do is check the tracking on the package.  If you shipped via USPS, go to their website and check the tracking.  Sign up for email notifications too.  If the tracking doesn't show the package is delivered, wait before responding to the claim.  But come back and tell us what the tracking says and then we can help you move forward from there.  But the tracking is really important info.  Because if it hasn't yet been delivered, that is the very best evidence you could have.

Also in your listing did you post the serial number?  I always recommend stating a serial number on anything that has one and also take a pic of the serial number and have that posted in the listing too.

I'm heading off to bed in a minute.  But we can chat more in the morning.

But you go look at the tracking please and then come on back and update us.

[a-z_shop_zw]

The item was delivered. The serial number is shown in the photos. 

[mam98031]

Let me just add something.  It is obvious I need to go get some sleep.  In my little brain when you said 24 days my brain registered 24 hours.  Clearly I need some rest.  Sorry about that.  Completely my OOPS!!!!

You could send them an email thanking them for the information and telling them you are sorry they had this issue.  Then let them know for insurance purposes you need pics of the packaging and you need a clear pic of the serial number.  Leave it at that for now and see how they respond.

If you did ship this via USPS and if the package was damaged by USPS, they are very good about putting stickers on the packages acknowledging the damage and sometimes the tracking even denotes the damages.  

[a-z_shop_zw]

Ok I’ll give that a try. Thanks for your help good night.

[aldente28]

Noooo you cannot return an item to ebay for them to inspect it and make a ruling.

If what you say is true, you are a victim of fraud.

To make matters worse, if you don't accept the return, ebay will refund the buyer and let them keep the item.

If you accept the return but don't refund the buyer, ebay will do it for you.

What I always suggest is that you accept the return and refund the buyer as appropriate when you receive the item. If you want to pursue the buyer for fraud, you will have to get law enforcement involved. Ebay will not help you.

[bargainnation]

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@a-z_shop_zw wrote:

I sold a item 24 days ago. The buyer just opened a return against me for item arrived damaged.  They uploaded photos. It’s the same item but it’s not the one i sent. It’s has marks on it that mine did not have. It also is missing marks mine had. The serial number is out of focus in their photo. eBay is not helping. They said to work it out with the buyer. Ebay also said they do not have the item so they can’t help. I have yet to respond to the buyer. I don’t know what I should do. If I accept the return can give ebays address to send it to. That why they have the item to make a ruling. I would not inform the buyer that it’s going to eBay. Is that possible? Any help would be great thanks.

You said you sold the item 24 days ago but how many days ago was it delivered to the buyer? With the delayed delivery issues that carriers have especially USPS I was just wondering.

I would think that someone who receives an item that is damaged would report it immediately (the same day or at least within 3 days). Of course there  could be circumstances that would prevent someone from reporting they received a damaged item right away. The fact that the serial number of the item is blurred in the photo the buyer sent you is kind of suspicious.

I would let the buyer know if the serial number on the item they return does not match the serial number of the item sent that you will notify postal authorities (if you used USPS).  Between the time your item was shipped and the buyer received it if the serial number changed then someone switched the item which is mail fraud. This might be enough to deter the buyer if they are trying to pull a scam.

Report the buyer to eBay if the serial number on the item they return is different. This way if the buyer does this on a regular basis and they are reported by enough sellers then eBay will have a record of the buyer's fraudulent activity and hopefully stop them from being able to run their scam on other sellers.

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[a-z_shop_zw]

The buyer received the item 24 days ago. Waiting for the buyer to reply still.

[buyselljack2016]

In your message requesting a better photo of the serial #(something that eBay will not require them to do) it may possibly have been good to let them know that you needed that so that you could alert the Postal Inspectors that someone had possibly stolen the item that was shipped before it was delivered to them, as the one in the photos was not the one you shipped.

[pewpied0]

If you have an Open Case / Return you NEED to accept it or ebay may refund the buyer their money and the buyer keeps the item.

[a-z_shop_zw]

The case was just opened last night waiting on a response from the buyer.

[vintage-car-magazines]

Don't get hung up on 24 days....it's not a factor.

If your item had a serial number and you think they buyer may be trying to return a different one, stick to that and don't muddy the waters with 24 days.

I'd call the buyer out  on it without making an accusation. Something like....

Dear Buyer,

The part I sent is serial number xxxxxxxx. If that's the part that's defective, you may return it and a full refund will be issued when the part is returned and the serial number verified. 

[a-z_shop_zw]

The buyer hasn’t responded yet. Should just accept the return before my time runs out. Also is this true. (Since the item arrived damaged, you can issue the buyer a full refund and file a claim with USPS. The buyer must continue working with you through the insurance claim process, so as to ensure the shipping carrier has the opportunity to examine the package and reimburse you accordingly.) That’s what ebay told me. I don’t think it is.

[donsdetour]

Have them return for refund. Other wise you are out item and money. It will cost you the return postage of course.

You will be refunding them even if you do not have them return the item.

If and when you receive the item back:

If not the original serial number, or some other item: come back to the boards and start a topic about it.