Buyer returned wrong item

[bigdeals.etc]

Hey I just noticed this brand new option in returns (brand new to me as I’ve never seen it before).

Backstory: Buyer returned something intended for another seller. There’s an RMA slip for that seller and everything. Usually I just call ebay and they take care of it for me (concierge), and other times I just refund 50% then report the buyer (if I’m too lazy to talk to CS).

But this time it’s too late for concierge hours and I need to take action by midnight tonight... 1 hr from now. So I went to click on “report problem” before issuing the 50% refund. It kicked me to a page that gives me to option to escalate with the reason “buyer returned the wrong item.” I’ve never seen that before. And if choose that option, it takes me to a page that allows me to comment and provide photos.

Has anyone done this before? Those of you who have, has ebay ever ruled in your favor? Basically is this escalation genuine and sincere on eBay’s part... or just lip service and they’ll always rule in buyers favor anyway? Also those who answer, please indicate if you are speaking thru experience or speculation. Thanks

[lamber9347]

@bigdeals.etc Well this sounds good. I've hardly had any refunds so I don't know if this option is new or not but I've not heard anyone mention it before. I hope it's a new thing because it implies eBay may be cracking down on those scammers. Once can only hope....

[bigdeals.etc]

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@lamber9347 wrote:

@bigdeals.etc Well this sounds good. I've hardly had any refunds so I don't know if this option is new or not but I've not heard anyone mention it before. I hope it's a new thing because it implies eBay may be cracking down on those scammers. Once can only hope....

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I fear this is only a formality for eBay’s record keeping and it’ll eventually lose all of my payment upon escalation vs 50% retention (my traditional method of resolving this).

[bigdeals.etc]

UPDATE:

So I played guinea pig and tried it out, risking my 50% refund option. It's basically asking ebay to step in under that reason that "wrong item was returned." I provided photos of the item and packaging as well as the other seller's RMA slip. The bots came in 10 minutes later and refunded the buyer at no fault to me (no penalties, defects, feedback, etc).

I don't know if I was helped because I was in concierge program or not. So I just talked to ebay CS about this. Here is what he had to say:

The function is rather new. It is to help the issue of sellers always calling ebay to report that the buyer returned the wrong item (intentionally or unintentionally). He says when this happens, many sellers end up calling versus using the 50% refund. All this time, I've always leaned towards just refunding 50% (as many members here also suggest). I think the CS rep claims that the bots use the same "formula" the CS would when determining how to resolve the case.

The rep continues to tell me that if I ever lose a case thru the bots with this issue and thus my ability to refund 50%, that I can appeal it and they'll help me. This is because appeals are handled by actual people. So there you go folks. I have now changed my method when processing refunds for the wrong item returned. I think this function is the right step forward for ebay.

[wastingtime101]

This is great - possibly a test or phased rollout in advance of the Spring update. I'll have to check if this option appears on my next return. I'm assuming it will only be for TRS and/or free returns sellers if they roll it out to more users.

I wonder what the hidden limits will be on it - how many times you can use it before your account is flagged for abuse and cut off. I've dealt with a lot of returns for items that came back used or damaged, but it's been a while since I got back a completely different item.

I know you get a lot of switcheroos so this should help you a lot - that is, if the claim limits are based on your sales volume and not based a set number of claims per year. Hopefully the way I phrased that makes sense. @bigdeals.etc 

[bigdeals.etc]

@wastingtime101 Yea I totally get you and your phrasing. We still don’t know what the review process entails or considers when making a ruling. And as you mentioned, we don’t know what limits there are or how they are determined for each seller.

What happened to me could very well be unique to my account. I’m not sure. One thing I believe though, is that if there is some sort of credibility score for sellers... mine might be pretty high with eBay. I say this because I remember even before the whole 50% less than full refund option existed, I was part of the pilot program that I think created it. That program allowed me to label a SNAD and turn it into a remorse, thus charging the buyer the return shipping as well as a restocking fee (despite ebay getting rid of restocking fees). Ebay never questioned my decisions with those returns that I “changed” into remorse. It’s quite possible they are also not questioning my decision with the buyer in my OP.

[ronsam-197]

It would be nice if they also provided that step going the other way - when a buyer claims to have been sent the wrong item.

[wastingtime101]

Either way, if they expand this option to others I see it as a good thing. For all those sellers of electronics that get back old broken junk, the auto parts sellers that get back rocks, the clothing sellers that get back other sellers' merch, and all the general scammy switches that take place on this site (and the honest buyer mistakes, putting the wrong return label on the wrong package) ... it's about time sellers have an option to not take on a big loss in these cases.