Buyer returned wrong item

[uttercluttercollectables]

I sold a customer mini projector and they said it arrived broken. So I sent them a replacement, before receiveing the original item back. Today, I just received the item back and it is not what I sent them. It is a mini projector, but not the same brand as the one I sold them.  What can I do?

[simba6]

Not very much. You can report the buyer. If they receive too many reports, ebay will remove them from the buyer protection plan.  You can also message them and let them know they returned the wrong item. However, I suspect they already know that.

[anthonydelillo · Accepted solution]

 You can contact eBay and tell them that you were sent a different item than you originally sent.

The seller protection guidelines state that a Top Rated seller can issue a partial refund up to 50% of the total the buyer paid for an item if said item is returned in a condition other than the seller sent it in. However, this is an extreme case in which the buyer returned an entirely different item.

Assuming you are in good standing, eBay may send you a payment in the amount of the total cost that the buyer paid while also allowing the buyer to keep his refund.

If you aren't a Top Rated seller or in good standing then you probably are out of luck.

[mtgraves7984]

What can I do?

@uttercluttercollectables 

Well, you can learn what not  to do in the future. I can't see the transactions, but don't see TRS status so you can't reduce the refund. Sorry this happened to you. It's a learning curve, no?

[uttercluttercollectables]

Would I still need to send them a refund even though I sent them a replacement? While not receiveing my original item back? They didn't ask for a refund. They seem pretty content on having two new working projectors while I have their cheap broken projector.

[dhbookds]

Would I still need to send them a refund even though I sent them a replacement

Did they file a return case......is there a case in resolution center?........did you document anywhere you were sending a replacement?

[duncanvr]

This is a well known scam especially with electronic goods, stuff like printers etc, free new product for buyer and they return their faulty equipment. Unfortunately not a lot you can do apart from complain to ebay. They may or may not give you a partial part of your money back. But its a case of he said she said so they will likely side with the buyer even though you are not in the wrong. You could try taking the person to court or filing a police report for online theft on the buyer as I hear some sellers have done this. One more thing I would not be sending any replacements without receiving back the original item you sent them first.

[anthonydelillo]

I would never recommend sending a buyer a replacement item unless they requested an exchange or the return case is already closed because if it is not, the buyer can still ask for a refund. 

If the buyer had asked for an exchange, sending a replacement is obviously the correct solution.