Seller requests I Refuse the "wrong item" they sent to me. Thoughts please.

[syndi27]

The seller messaged today stating that they had sent the wrong item and wanted me to refuse the package.  Then they would wait for the refused item to be returned to them before shipping out the correct item.  To keep my buyer protection in eBay I can't refuse, correct?  Also, is it not standard to send a postage paid label for the return shipment?  The seller is Top Rated but both of these practices seem off.  Please share your thoughts.

[rugerskick]

I would say they are trying to avoid a snad and a return label they have to pay for.  I'd say its an unforced error all on the seller.

Doesn't necessarily mean a scam though.  Read through their feedbacks and see if theres any supporting evidence they do iffy things.

[wastingtime101]

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@ten_o_nine wrote:

Really, no seller knows they sent the wrong item before the customer contacts them unless they did it on purpose, that's my honest opinion.

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Last year it happened to me. Had dark gray and black, both looked nearly identical so I relied on the package SKU to determine color, had only one left of each. Realized the error day after shipping when I saw I had a dark gray one in stock when I should have had a black one. Accidents happen and a seller can realize before the buyer gets the item.

Asked buyer if they wanted to keep black with a discount. They said no. So I asked them to refuse the package, then I shipped the correct color.

[12345jamesstamps]

Do nothing. 

Why didn't seller refund you immediately before sending the email? Is the other item being sent to you?

I wouldn't do anything and see what I get in the mail. And make seller paid for return shipping.

[ten_o_nine]

@wastingtime101 

We can all disagree on the reason, but all of us are giving the same advice. Great community!

[reallynicestamps]

NO!

A Refused item is deemed Undeliverable and the seller is never required to refund for an Undeliverable package.

And yes, the seller made the mistake, and should be sending you return shipping when the parcel arrives.

To put the best face on it, the TRS seller may just be thinking how to do this as cheaply as possible and be completely honest with his suggestion. They may not have had anything like this happen before and be confused.

But.

Their error. Their responsibility.

They will get the item faster if they send the RSL on your request than if you have to open a Claim to get the RSL. And any Claim goes on their selling account as a problem transaction, no matter how it is settled. (Which is often unfair.)

@ten_o_nine 

if the buyer received the message thru eBay instructing them to refuse the package, they will still be protected,

I don't think so.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

You are right that buyers are also protected by Paypal and by credit card chargeback policies.

[elizabeth@ebay]

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@wastingtime101 wrote:

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@syndi27 wrote:

The seller messaged today stating that they had sent the wrong item and wanted me to refuse the package.  Then they would wait for the refused item to be returned to them before shipping out the correct item.  To keep my buyer protection in eBay I can't refuse, correct? 

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Generally speaking, yes.

However eBay reps have told us if a seller instructs the buyer through eBay messaging to refuse the package, CS can review the seller's instructions and that overrules what's in the MBG about buyer protection being voided on item not received claims.

Can you confirm if what I stated is still accurate info today elizabeth@ebay kyle@ebay ? It's been a while since eBay reps gave us that info.

For what it's worth @syndi27 , I shipped a wrong item (wrong color) last year and realized the day after shipping. I contacted the buyer and asked them to refuse the package to make the process easier - buyer wouldn't have to find a printer and I could save on return ship costs. As soon as the package showed the first scan saying the package was refused I put the correct item in the mail to the buyer. It was smooth and easy. Buyer was happy with the process and my communication throughout, even came back to purchase a few more items later in the year.

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Good morning @wastingtime101. We do review cases on an individual basis, and this would definitely be one of those times, however, protecting a buyer in this instance isn't a guarantee so not something we would recommend. We would encourage buyers to follow the eMBG guidelines for that guaranteed protection and not refuse the package, however if they feel comfortable working with the Seller as yours did with you then that's great too! 

[syndi27]

Update:  The seller was truthful and very kind.  The item shipped was the item mentioned in the apology to me.  There are so many good sellers out there!

[syndi27]

Update:  This was an honest mistake and was refunded and replaced with no problems.

[inhawaii]

Glad it worked out.

Thanks for letting us know.

Yes, there are some great sellers out there.

[mam98031]

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@syndi27 wrote:

Update:  This was an honest mistake and was refunded and replaced with no problems.

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Thank you for coming back and updating.  Many don't so we never know how things turned out.  It is good to hear that your seller took care of you.  Most will, but of course there are some bad apples out there, most however are good honest sellers and from time to time we make a mistake.

Not all buyers are as understanding as you are, so as a seller, thank you for understanding.  I recently sent out the wrong item myself.  My buyer was no where near as understanding as you and simply would not allow me to make it right either via full refund or shipping the correct item.  She did however change her feedback from a negative to a neutral, so I was grateful for that.