How do I handle this return?

[mamacassidy]

Buyer opened return, sent item. Then he messaged me that he sent the wrong item back, and asked if I could send it back to him. 

I'm not really sure, because if the tracking shows that the item was delivered back to me, doesn't ebay require me to refund them or they step in and I get a defect? And am I supposed to pay to ship the item back to them? I guess I could just "return to sender", but then again, am I required to refund?

He then messages to say, "hey, don't return it to me, I'll send you a QR code and you can just forward it to where it was supposed to go. I'll close the return once you forward it." (I guess he just got some labels mixed up)

I said I'd be happy to forward it, but I need you to close the return or send back the correct item. Because again, I am worried that I will be forced to refund by ebay.

I don't want to spend any extra time on the phone with CR agents, I just want this return closed. So if he isn't willing to close it, do I just send him the money and basically hold his item hostage until he sends back the original pants?

I'm willing to help him with his mistake, but not at the expense of losing money or getting a defect.

[janet9988]

I would ask them to send the right item back to you and only then would I help them get the wrong item to the right place.

[caldreamer]

Customer created a big mess for you (you will get a ding for "not as described" return and EBAY automated return system will force you to give customer a refund once "wrong item" is received).   Don't know if writing "return to sender" will stop EBAY from forcing you to refund money.   I doubt it, because of that was the case all sellers could use that as a way to get around from "refunding money".

You should definitely contact EBAY Customer Service to they can document everything (proving customer is at fault).   

[itsjustasprain]

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@caldreamer wrote:

Customer created a big mess for you (you will get a ding for "not as described" return and EBAY automated return system will force you to give customer a refund once "wrong item" is received).   Don't know if writing "return to sender" will stop EBAY from forcing you to refund money.

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It will not. A Refused return is treated the same as a Delivered return. Ebay will expect the refund to be sent as soon as it sees that in the tracking. (In my selling account the other day I received the Ebay refund demand ONE MINUTE after our mailman scanned the Return label as Delivered. That was obnoxious.)

When I read the OP my first thought was that this was the old trinket return scam with a new explanation that is supposed to fool the seller into not reporting it right away.

[mamacassidy]

@janet9988 

I will probably end up having to do that. I guess he thinks if he closes the return now, I won't send the package on. But I literally offered to help him, and even explained to him how the ebay return works, and he still hasn't closed it.

@caldreamer 

Luckily, the return was a remorse return (doesn't fit), so if I send the refund when the package arrives, I don't think I'll get a defect.

@itsjustasprain 

Thank you, I thought that was how it works with regard to the "refused delivery", but I wasn't sure.

[inhawaii]

I would do what @janet9988 suggested.

[itsjustasprain]

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@mamacassidy wrote:

He then messages to say, "hey, don't return it to me, I'll send you a QR code and you can just forward it to where it was supposed to go. I'll close the return once you forward it." (I guess he just got some labels mixed up)

The more I think about this the more I think this is just the trinket return scam with a new cover story.

Regardless of the buyer story you WILL be forced to refund (or have that done for you) as soon as the return tracking shows Delivered. If you qualify for only refunding 50% (due to buyer returning a wrong or damaged item) then you can do that much but aside from that I think you are going to have to appeal this with Ebay after you refund for whatever shows up. Good luck and keep us posted.

[12345jamesstamps]

QR code...never clink on that...heard people giving their information by clicking on those. A new scam.

Not saying the buyer is dishonest...but play it safe.

Wait to see what you get...accept it.

It's the buyer's problem...not yours.

I wouldn't keep emailing him.

See what you get and take it from there.

But you will have to refund eventually since something was returned...hopefully not a rock.

[chariot_badges]

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@inhawaii wrote:

I would do what @janet9988 suggested.

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Me too. 

After all is done, and in addition to that I would message to describe the ding you will get because of her.   The extra money spent/lost.  The time spent/lost. 

I would ask her NOT to come back to my store again, AND, I would block her permanently.

"You've been voted off the island.   Time to go."

[a_c_green]

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@12345jamesstamps wrote:

QR code...never clink on that...heard people giving their information by clicking on those. A new scam.

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There are new scams associated with QR codes, yes, but in this case the QR code (if the buyer really sends one) is one that would be scanned at the post office (by the post office) in order to print the forwarding label.

I agree with others here that this sounds like just a variation on the trinket scam. The buyer just needs to send something back in order to trigger the refund, and the whole shaggy-dog story about forwarding the "wrong" item to someone else is irrelevant to what's actually happening here.

[selforfun]

Thanks for all the input—lots of good advice here. At this point, I’ll stick to ensuring the return process stays within eBay's system. If the buyer wants me to forward the package or do anything extra, they’ll need to close the return first or send the correct item.

I’m happy to help where it makes sense, but I won’t risk a refund or defect for something outside of the system. Appreciate everyone sharing their thoughts!

[sextons-sweet-deals]

Sounds like a new twist for scammers. 

[az93]

I think it will close automatically when tracking shows the item was returned to you. Then I would block the buyer and cease replying.