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[roju-1725]

buyer wants a refund claiming they received the wrong item, but will not send photos of what they did receive or communicate at all, what can I do

[downunder-61]

Nothing at this point if your buyer will not provide proof - the ball is now in their court as they say.

They will need to open INAD so wait until they do and follow the instructions as given to you by eBay

It is up to the buyer to know this, so I would wait for them to figure it out, no need to suggest it to them

[sin-n-dex]

Tell them to open an Item Not As Described case in the Resolution Centre and that you'll issue a label for them to send the item back (whatever that happens to be).

If your buyer is just sending you messages asking for a refund with no details they're trying to pull a fast one on you. You will likely be refunding, but you don't have to make it easy for them.

C.

[roju-1725]

They did open one which is where I sent the request for photos to see what they got. I have 2 more days before I have to take action.

[gwgw-73]

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@roju-1725 wrote:

They did open one which is where I sent the request for photos to see what they got. I have 2 more days before I have to take action.

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Your buyer doesn't have to send photos; they know this.

And you have to take action; you suspect that.

Otherwise, eBay will do this:

In some instances, we may not require that an item be returned to the seller. In these situations, we refund the buyer and may seek reimbursement from the seller, for example if:

-- The return request was opened because [it's the wrong item]
-- The seller chooses not to accept a return request
-- The seller didn't issue a return label

[dach-9078]

thank for a good poster

[bigdeals.etc · Accepted solution]

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@roju-1725 wrote:

They did open one which is where I sent the request for photos to see what they got. I have 2 more days before I have to take action.

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Your next step is you MUST (HIGHLY suggested) accept the return and potentially be charged return shipping fee for the buyer to ship the item back to you. I say potentially because you will not be charged if the buyer never uses the postage. Your buyer may or may not return the item to you... it really depends on their intentions. If they don’t return it, good for you. If they do and you receive it, you will be expected to refund them. How much you refund them will depend on the way you have your returns policy set up. Worst case scenario, you will have to send a full refund.

If you don’t accept the return or issue a refund and let the buyer keep the item, ebay will end up siding with the buyer and give you additional penalties.

[luckythewinner]

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@roju-1725 wrote:

buyer wants a refund claiming they received the wrong item, but will not send photos of what they did receive or communicate at all, what can I do

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If he has not filed a dispute: 

• You can offer a refund. 
• You can offer a return for refund. 
• You can offer to send as replacement, if you have one.
• You can decline to help. 

If he has filed a dispute: 

• You can give a refund. 
• You can require a return for refund. 
• You can offer to send as replacement, if you have one.
• You can decline and be forced to refund anyway. 

[roju-1725]

What should I do?  What is the action I should take?