I have an issue with an item I sold and customer wants to return

[carolweb]

 Buyer wants to return an item but the photos they sent me do not resemble what I shipped.This appears to be very questionable.What do I do next? Thanks for any help.

[jerseyboymusic]

You don't have much of a choice but to accept the return. Best thing to do on your listings is accept returns within 30 days with buyer paying return postage

[orangehound]

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@carolweb wrote:

What do I do next? Thanks for any help.

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I assume this is a Money Back Guarantee claim, where the buyer is saying the item does not match the photos or description.  If so ....

1. You accept the return.  eBay will provide them with a return label (that you pay for).
2. When the package is received back, you refund the money (original purchase price plus any shipping that the buyer paid).  Even if the package contains rocks, you refund the money.
3. If you do not get back what you sent, during the refund process you will indicate to eBay that the buyer did not return what was sent ... or damaged it ... or whatever you object to.  Include photos.
4. If the buyer returns exactly what you sent in the condition you sent it, but has lied to get a return through the Money Back Guarantee, then during the refund process you indicate that the buyer abused the Money Back Guarantee to bypass your no return policy.
5. Notice in 3 & 4 you are still refunding the full purchase amount plus shipping ... however, after the refund you can appeal.  If it is #3, then your appeal is to have the refund reversed.  If it is #4, then your appeal is to have the buyer pay for the return shipping.
6. Do not expect eBay to actually accept the appeal, but sometimes they do if the buyer has a history of being a bad buyer.

[cambriachick]

Hi carolweb,  Maybe it's an honest mistake and the buyer has you confused with a different seller.  I would reach out to the buyer and let her/ him know that you did not sell them the whatever-it-is they want to return.

Good luck.

[luckythewinner]

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@carolweb wrote:

 Buyer wants to return an item but the photos they sent me do not resemble what I shipped.This appears to be very questionable.What do I do next? Thanks for any help.

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You could politely ask the buyer if he is sure that he is returning the item to the correct seller.

But if that does not help, you do what you would have done if the buyer had not sent you any pictures.