Return help: Buyer sent back different Item

[performance_technology]

I need some advise on what to do next and would appreciate any help.

I had a buyer start a return more then a week ago.  The buyer states that the product failed after two weeks.  I have free returns setup and the return was approved instantly.  They waited until one day after the return window (the period they were supposed to ship the item back) to finally send it back.

I just got the item back in (it's a hard drive) and the serial number (which uniquely identifies the product) and it's different then the one I originally sold.  The manufacter date and multiple other unqiue manufacturing identifiers are also different.  This is clearly not the product he/she was supposed to return.

In this case what would be the best course of action?

[threshold.sales.group]

Fwiw, don't wait too long to hear back from the buyer. Since the item shows as delivered, if you don't do some sort of refund soon the system will do it for it at 100% of the purchase price. 

People are creatures of habit and I can guarantee you aren't the first person the scammer has ripped off.  By reporting and issuing the partial refund you'll be putting him on the radar screen and hopefully saving the next potential victim from a loss. That's a good thing. 

[vrejv8e5j_0]

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@performance_technology wrote:

I need some advise on what to do next and would appreciate any help.

I had a buyer start a return more then a week ago.  The buyer states that the product failed after two weeks.  I have free returns setup and the return was approved instantly.  They waited until one day after the return window (the period they were supposed to ship the item back) to finally send it back.

I just got the item back in (it's a hard drive) and the serial number (which uniquely identifies the product) and it's different then the one I originally sold.  The manufacter date and multiple other unqiue manufacturing identifiers are also different.  This is clearly not the product he/she was supposed to return.

In this case what would be the best course of action?

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It appears you had your chance to close the case immediately after the last day of the return window, however you did not do so and that allowed the buyer to "finally" send it back.

Unless I am reading this wrong:

" They waited until one day after the return window (the period they were supposed to ship the item back) to finally send it back."

Whether right or wrong, sometimes sellers win / lose cases simply because of how the "game" was played.

Tell you right now, I don't let these opportunities slip past.

Therefore and unfortunately in the present scenario you now have to issue the refund.

[performance_technology]

Yep, I have a very clear picture of the serial number, batch number, and multiple other unique manufacturing marks.  I have contacted the buyer asking them if they sent the wrong drive by mistake and am waiting for a reply.

[performance_technology]

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@vrejv8e5j_0 wrote:

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@performance_technology wrote:

I need some advise on what to do next and would appreciate any help.

I had a buyer start a return more then a week ago.  The buyer states that the product failed after two weeks.  I have free returns setup and the return was approved instantly.  They waited until one day after the return window (the period they were supposed to ship the item back) to finally send it back.

I just got the item back in (it's a hard drive) and the serial number (which uniquely identifies the product) and it's different then the one I originally sold.  The manufacter date and multiple other unqiue manufacturing identifiers are also different.  This is clearly not the product he/she was supposed to return.

In this case what would be the best course of action?

---

It appears you had your chance to close the case immediately after the last day of the return window, however you did not do so and that allowed the buyer to "finally" send it back.

Unless I am reading this wrong:

" They waited until one day after the return window (the period they were supposed to ship the item back) to finally send it back."

Whether right or wrong, sometimes sellers win / lose cases simply because of how the "game" was played.

Tell you right now, I don't let these opportunities slip past.

Therefore and unfortunately in the present scenario you now have to issue the refund.

---

I'm not really a fan of potentially harming my legitimate customers for the occasional scammer.  I've had multiple returns in the past where buyers have returned items past the window and the item arrived exactly as I sent it and they were great people.

[performance_technology]

No reply back from the seller after almost 3 days since I sent them a message so I went ahead and issued a partial refund thanks to the new free return process.  The return stays open for almost a month in case they object to the amount I deducted so we'll see if they escalate and if eBay protects it's sellers.

[softersilk]

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@dtexley3 wrote:

1.  Report the buyer for mail fraud with USPS.

2. Report the buyer for fraud with ic3.gov

3. Make a police report with your local police and have a copy sent to the buyer's local Police station.  Insist on the police report, they will balk, but will do it if you push.

4. Appeal the return on eBay, send in copies of all above actions and eBay may choose to refund you.

The first 3 are the most important. It puts the buyer on the radar and if they do it a few more times they may get some unpleasant vistors to their home.  eBay will not protect sellers, it's up to us to report the scammer buyers every time so eventually action will be taken.

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YES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

In addition to #3, ask the police to file with eBay Law Enforcement Portal.  https://pages.ebay.com/securitycenter/law_enforcement.html

[missjen831]

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@performance_technology wrote:

No reply back from the seller after almost 3 days since I sent them a message so I went ahead and issued a partial refund thanks to the new free return process.  The return stays open for almost a month in case they object to the amount I deducted so we'll see if they escalate and if eBay protects it's sellers.

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If they escalate and eBay issues the remainder of the refund, it doesn’t come out of your pocket. It comes from eBays.

[missjen831]

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@softersilk wrote:

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@dtexley3 wrote:

1.  Report the buyer for mail fraud with USPS.

2. Report the buyer for fraud with ic3.gov

3. Make a police report with your local police and have a copy sent to the buyer's local Police station.  Insist on the police report, they will balk, but will do it if you push.

4. Appeal the return on eBay, send in copies of all above actions and eBay may choose to refund you.

The first 3 are the most important. It puts the buyer on the radar and if they do it a few more times they may get some unpleasant vistors to their home.  eBay will not protect sellers, it's up to us to report the scammer buyers every time so eventually action will be taken.

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YES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

In addition to #3, ask the police to file with eBay Law Enforcement Portal.  https://pages.ebay.com/securitycenter/law_enforcement.html

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Where in that link does it allow for the police report this kind of thing to eBay? I am asking because you regularly advise members to have the police department upload links using that link and report through that link yet those options don’t exist anywhere on that page.

[castlemagicmemories]

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@performance_technology wrote:

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@vrejv8e5j_0 wrote:

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@performance_technology wrote:

I need some advise on what to do next and would appreciate any help.

I had a buyer start a return more then a week ago.  The buyer states that the product failed after two weeks.  I have free returns setup and the return was approved instantly.  They waited until one day after the return window (the period they were supposed to ship the item back) to finally send it back.

I just got the item back in (it's a hard drive) and the serial number (which uniquely identifies the product) and it's different then the one I originally sold.  The manufacter date and multiple other unqiue manufacturing identifiers are also different.  This is clearly not the product he/she was supposed to return.

In this case what would be the best course of action?

---

It appears you had your chance to close the case immediately after the last day of the return window, however you did not do so and that allowed the buyer to "finally" send it back.

Unless I am reading this wrong:

" They waited until one day after the return window (the period they were supposed to ship the item back) to finally send it back."

Whether right or wrong, sometimes sellers win / lose cases simply because of how the "game" was played.

Tell you right now, I don't let these opportunities slip past.

Therefore and unfortunately in the present scenario you now have to issue the refund.

---

I'm not really a fan of potentially harming my legitimate customers for the occasional scammer.  I've had multiple returns in the past where buyers have returned items past the window and the item arrived exactly as I sent it and they were great people.

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Yes, there are legitimate customers.

[performance_technology]

I had no idea this was the case.  This is only the second time I've ever had to issue a partial refund using the new system.

[lil_big_co]

Interesting. I just had the exact same thing happen to me. Sold a Brand New Sealed 5TB hard drive that was sent to the buyer. The buyer received the item, left good feedback and then followed with a message that stated it was a 1TB hard drive in a 5TB box and threatened to report me to Ebay. I advised the buyer to go through the proper return process. I received the returned item today and oddly enough it wasn't a 1TB hard drive like the buyer stated, it was a damaged 5TB hard drive. Contacted Ebay and after 2 minutes on the phone they decided to refund the buyer with no inquiry of pictures, information or anything for that matter from me. Also said something about the fact that I have a business account with them that I am not covered for fraudulent returns. Has anyone else ever had this response? I guess I will have to do the same thing as stated above unfortunately. I almost made it a full year avoiding dishonesty but I guess it was bound to happen.

[oaklandmaryland]

none of these actions mean anything

[oaklandmaryland]

refund the buyer as Ebay encourages such actions by buyers. IMMEDIATELY get rid of FREE shipping. How many returns will it take for you to loose money? Do not question the return by appealing or EVEN calling the return dept as you will get a BIG defect and a seller is only allowed a couple of these a year. The buyers have got the seller by the b____ and Ebay backs them up. Sad situation. 

[performance_technology]

Unfortunately at this point it appears they have already escalated your return case and ruled in favor of the buyer.  It's going to be quite a bit harder now to fight this.

First thing you have to do is gather evidence.  Make sure you have proof that the drive you received is not the drive you sent.  Specifically, you need a picture of the SN of the drive you sent and the one you received.  Anything else, like SMART reports are nice but the SN picture is absolutely required.  If the drive still somewhat functions get a screenshot of the SN in the software as well.  If you aren't 100% sure the drive sent back is a different drive, don't do anything.  Remember that you have to be sure that the drive you sent didn't just break.  You don't want to take this to the next step unless you are sure.

What you should do ASAP is file a report here:https://www.ic3.gov/default.aspx

and go down to your police and file a report and have it forwarded to fraudster's police department.  You will need their personal information.  Get a copy of the police report and take a screenshot of the confirmation page from the online report filing.  Please make sure information is accurate as these are criminal reports.

After that you can call eBay and appeal the case.  Provide them with the pictures you have of the police and online report in addition to pictures of the SN, ect.  Call during normal work hours, calling during off hours will result in less knowledgeable outsourced reps.

Also, double check with google that they returned the drive from a valid address.  For example, if they sent the drive to a P.O. box or a repackager they loose their eBay money back guarantee.  Pointing that out to support should get your money back.

[escuintla]

I love to watch any program that has to do with forensics. And, on this topic, something you need to establish is the "chain of evidence". Both buyer and seller can claim they got the wrong item, but both can't prove 100% they are right, there's no way to establish who is dishonest in this case.  And the way things are done on Ebay, chances are, 99.9% the buyer is always right. 

Many years ago, I bought this huge bunch of CDs and cassettes at the flea market. I am not going to mention the language, I just thought they looked cute so I didn't have any rush to sell them, the dummy I was. Eventually I searched Ebay, and I found out they were of great value and started selling them little by little. 

One day I was at the flea market when this guy who spoke that language mentioned he collected cassettes. I then mentioned him that I was selling them on Ebay. He then, you won't believe it, said and cautioned me about "his people" being so dishonest to the point of buying the cassettes, then opening them, and replacing the tape. I kind of put that back in my mind as something curious and genuine from him. 

To make things short, one day, this guy from my city bought a bunch of cassettes. He returned 2 of them because they were "incomplete", whatever that means. Well, I had to return his money. Then, I noticed that I had a high value cassettes I had not listed, so I did. He bought another bunch of them again. But this time, I took pictures of them showing the labels back and forth and carefully I took pictures of the way the screws were set up on every single tape.

Well, he again claims another 4 cassettes are "incomplete". I oblige and accepted the returns. When I look at the tapes, one of them had a brown label when I sent a blue one. And the other cassettes had their screws scratched and didn't match the position they went out. I called Ebay, they said they were going to put him on a watching list for any future returns as he claimed with me. Well, by looking at his feedback, he had returned another cassette from another seller miles away from this city. I kind of knew he had done it several times. 

What I am trying to say here is that the only way for anybody, seller and buyer to prove their point is to record the opening of the box and perhaps have somebody with any type of authority witnessing the event.  That's the only way I see this fraud being defeated. Otherwise, it is a he, she said. 

My humble opinion.