Returned items

[michmo_4492]

Hello! So I’m new to this. I recently sent out an item and the customer got it and claimed it was defective. Which is fair it coulda happened during shipping. Now with that being I sent them a label to return it. What I’m curious about is, without revealing too many details. If the returned item is not the item I shipped(I keep full documents of the items serial number etc) if they send back a fake or another item that is similar such as the color/device type etc. but the numbers don’t match what I have records for. What happens? Am I out the orginal device and the money? Or do I get my money back that it was purchased for? Thanks in advance! 

[12345jamesstamps]

It's that he said / she said and result is who to believe?

'full documents'...'records'...and who would read them with artificial intelligence?

Most buyers get a refund whether you give it or eBay takes it from the seller to give it to the buyer.

[lakefor94]

If the buyer sends back something other than what you shipped, you are out the original item and still will be refunding in full. 

A seller's main protection is offering Free Returns or being a Top Rated Seller and just accepting returns. These sellers can do a 50% refund on items returned damaged. Savvy scammers tend to avoid these accounts.

The Item Not Received cases are the only other significant seller protection if you have tracking that shows delivery.

Here is some eBay documentation on the subject:

An item is returned after it was used or damaged by the buyer

Sellers who are not Below Standard are eligible for this protection for listings that offer free returns.

If you accepted a buyer's return request but the item is returned in a different condition than it was originally sent:

You can deduct up to 50% from the refund to recover the lost value of the item. We'll automatically remove any related negative or neutral feedbackIf the buyer had requested the return because the item didn't match the listing, we won't count the return in your "Item not as described" rate in service metrics

Make sure you report the buyer. Then open in new window or tab and send the refund within 2 business days after receiving the item back. You can do this from the return request. If eBay steps in to help with the return at any stage, you'll no longer be able to deduct an amount from the buyer's refund.

If we're asked to step in after you've issued the refund, it won't be counted as a case closed without seller resolution. We'll keep the return open for up to 10 days while we work with the buyer to resolve their concerns, and you won't need to do anything.

https://www.ebay.com/sellercenter/selling/seller-protections

[kensgiftshop]

---

@michmo_4492 wrote:

What happens?

---

You get stuck with what the buyer returns and the buyer gets a full refund.

[fashunu4eeuh]

Hi, if you get back something else or the item is not in the same condition, come back to the forum for additional advice. There are multiple scenarios that could play out, but no need to worry yet.

Some details would help—Did the buyer open a Not As Described case or request a return? The details are important for us to know to advise you correctly. We don’t need the serial numbers etc, but knowing the item number so we can view the listing would help us help you. Also, what is your return policy?

[michmo_4492]

Alright so it was an iPhone, I’m trying to rule out if the item was purchased and swapped and then returned. I have all the IMEI info and even if the screen doesn’t turn on it can still be gotten. 

the person opened a defective claim. The device was in mint condition. No cracks, no scrapes no nothing wrong with it. As I sit here eagerly waiting to get the device back. I was just curious what would happen if the device shipped back is a blacklisted phone, or whatever it is. Not the phone I sent. Cuz then I’d be out the device and the money. Thanks for any feedback!

[lakefor94]

If the buyer sends back something other than what you shipped, you are out the original item and still will be refunding in full, unless you have the protections I listed earlier in the thread.

[inhawaii]

---

@michmo_4492 wrote:

 Am I out the original device and the money? 

---

Unfortunately, yes.

The buyer says he sent you back the original item.

You say he sent you back a bag of dirt.

Ebay will side with the buyer.

Sorry.

[michmo_4492]

Thanks everyone! I’m at the point now where it’s outta my control. Appreciate all the helpfulness from everyone❤️

[fashunu4eeuh]

When deciding what to list and sell, that is the optimum time to decide your risk tolerance. Retail shrinkage is a fact of life for online sellers. The way eBay policy is set up, the seller accepts all the risk in a transaction. Not eBay, not the buyer.

So as a seller, only you know if you can afford to sell (and possibly lose) an item online here where the buyer’s best interests may outstrip yours. eBay has one of the best buyer protection programs and sometimes the buyer prevails at the seller’s expense. So before listing the item, that’s when you decide if the possible profits outweigh the possible losses. 

Sellers need some degree of both faith and caution to make selling on eBay work successfully for them. For what its worth, i have never been defrauded by a buyer in over 15 years of selling here. I work hard at this by not taking chances with what i sell, offering Free Returns, follow Listing Best Practices and having a plan on how to manage shrinkage.

Besides offering Free Returns as mentioned up-thread, or having more buyer-friendly Terms of Sale, one of the best defenses against loss is having an intimate knowledge of the rules that govern the platform. This especially includes the Money Back Guarantee policy (that all sellers agree to follow and are subject to), and the terms in the eBay User Agreement. While waiting for your return package, review those policies so you can hit the ground running.

Wanted to also mention that it’s not all doom and gloom as a seller. You will likely have a shot at an appeal if things don’t go your way. (See link below on how to appeal.)  This is important—Do not let eBay open an appeal for you if they offer, as you need time to prepare your case yourself. That is where your documentation will be presented.

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

But let’s not get ahead of ourselves. Lets wait for the actual result—instead of simply worrying about what might happen, let’s act on what does happen. Until then, read as much as you can. Good luck and hope this gets resolved to your benefit.

[kensgiftshop]

---

@michmo_4492 wrote:

Alright so it was an iPhone, I’m trying to rule out if the item was purchased and swapped and then returned. I have all the IMEI info and even if the screen doesn’t turn on it can still be gotten. 

the person opened a defective claim. The device was in mint condition. No cracks, no scrapes no nothing wrong with it. As I sit here eagerly waiting to get the device back. I was just curious what would happen if the device shipped back is a blacklisted phone, or whatever it is. Not the phone I sent. Cuz then I’d be out the device and the money. Thanks for any feedback!

---

iPhones are a high scammed item and the transactions rarely go well, especially for newer sellers.