Buyer returning different item from what was sent.

[team_reaper_actual]

Had a buyer recently send me an offer to purchase a new item. I sat on the offer for 24 hours before accepting, to which they waited approximately another 24 hours after paying, then another day before I shipped the item. After three days later, I ship the item and the buyer now sends me messages that they ordered the wrong item and want it cancelled. I informed them that I cannot cancel the order now that it's been shipped but offer them a return if they pay for the shipping costs.

Apparently they didn't want to pay for return shipping, because now they have filed the item as "Wrong Item Sent" and have sent a pictures of a completely different (worthless) item and are claiming this is the item that I sent to them.

What are my options? Has anyone else dealt with this before? I called eBay service and they told me that they might cover some of the costs if I escalate the claim, but do not know if they're just giving me the run-around. Has anyone ever successfully had eBay cover the item cost in a situation like this?

I'm planning to file a USPS fraud claim and also a police report. I am also positive that I have his facebook details (Unique name in a town with a population of 15,000, also a very niche hobby that he has several facebook friends/groups in. Oddly enough, we even have mutual friends on FB due to this hobby) I plan to also contact his work to see if I can extract more information from them.

Is there anything else I can do?

[titipeo]

Assuming you sent the proper item, most likely this is the switching scam, where a buyer buys something, then claims is not as advertise, and then returns a cheap trinket to satisfy eBay's MBG, and thus, get a refund, and gets to keep item as well. Not much you can do, and no, eBay wont help or protect you. Most likely customer service agent just telling you what you wanted to hear in order to move you along. 

The USPS fraud might help, but honestly, as much as I hear people say "file a report with police/USPS" we do not hear much about it, unless I suppose if multiple claims are raised against such buyer. 

The FB thing and common group/friends, all I can say is be careful with that, retaliation is sweet, but it can also backfire. 

Good luck. 

[wastingtime101]

eBay has "seller protection" policies where sellers can issue a 50% refund to buyers when they ship back a different item, however looking at your account and listings, you do not qualify under these policies. You're not a Top Rated Seller and you have a no returns policy.

If you don't voluntarily refund within 2 days of package delivery then eBay will force the refund, keep the fees and put an unresolved case defect on your account.

By filing the USPS/police reports (I suggest doing that after the package is returned and you inspect the contents) you can take that info the customer service and attempt to appeal. They may give you a one time courtesy credit, but the buyer will still be refunded. Should you lose an appeal then the defect and loss of fees will stand.

In this situation I suggest dealing with US-based support - go through CS on eBay's social media pages (Facebook or Twitter).

Do not forget to report the buyer for abusing the returns process before contacting CS @team_reaper_actual.