Got my first (shockingly) lying buyer trying to return an item different than what was shipped

[piccolola]

Sold a PS4 game to a buyer with over 300 + feedback.

Initially he refused to pay. I sent two invoices, then had to send a non-payment complaint.

After that he paid. At that point it had been a week, and I was on a short trip in California that lasted longer than expected after flights were cancelled due to the wildfires.

During the trip he messages me freaking out that his package hasn't yet shipped (it wasn't even late at that point.) I apologized and pointed out the delay was caused by his non payment, and further compounded by the firest. I shipped it as soon as I got home.

Now he is claiming that the game is scratched/doesn't play, and that he wants a refund.

I said to please send photos of the scratched disc so I can file a postal insurance claim, and I would refund the money.

His message back to me was profanity laiden, and he has yet to send the photos...

I reported him for the profanity, not that I suspect they will do anything about it... now, do I just wait indefinitely for the photos, or do I demand the disc be sent back... just ride it out?

[missjen831]

Accept the return and leave the ball in his court. He's not required to provide photos so the best thing you can do is accept the return, and issue a prepaid label. If you wait it out, all he has to do is ask ebay to step in and its a slam dunk win for him and ebay may not even required him to return the game, they'll probably force you to refund and let him keep the game.

[the_fancy_fox]

Do nothing until he opens a case.

[chrysylys]

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@piccolola wrote:

Initially he refused to pay. I sent two invoices, then had to send a non-payment complaint.

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This is why you'll often see advice here not to push for payment like that.

[myangelandmyprincess]

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@chrysylys wrote:

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@piccolola wrote:

Initially he refused to pay. I sent two invoices, then had to send a non-payment complaint.

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This is why you'll often see advice here not to push for payment like that.

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The op doesn't clarify if the buyer refused to pay is because the buyer contacted refusing to pay or if he's just meaning they were paying or responding and that's what they are referring to as refusing to pay.  If it is the second with no communication from the buyer a unpaid item case is the way to go 

[duchess-at-speakeasy]

Your buyer is claiming SNAD on the item you sent -- not sending back a substitute item. He is claiming SNAD because YOU must pay the return shipping and he won't be stuck with paying postage for an item he didn't want in the first place. USPS will not pay a damage claim for scratches not caused by shipping, so forget about that. Bottom line: You bugged the guy to pay and he's unhappy. When he opens a not-as-described return request, respond by sending a return label. You don't pay for the label unless it is used. When you receive the item back, refund the total original payment -- which is what the MBG is all about. Your other option is to make a full refund now and let the guy keep the item. You thus save the cost of a return. ~~C~~

[captaindavesgoodies]

As Sellers don't we always loose on the return game?  Normally, I always loose.  Cost of doing business.

But some Buyers like to play games and I am catching on.

I sold a set of china to a Grandma.  Grandma complained that 4 salad bowls arrived broken and she wanted a partial refund.  No return opened and no pictures of damage sent.  Well, I was suspicious so I ignored Grandma.  A month later, Grandma writes a positive review raving about how beautiful the china is and what wonderful service I provided.  GO FIGURE.

Sold a teacup and saucer.  Buyer said it arrived broken.  Ok send me photo.  No return opened.  No photo sent.  Positive review how beautiful the teacup is.  I'm like, but it was broken!

Grandma is washing her favorite Precious Moment figurine and she breaks it.  So she buys a replacement from me, recieves it, and claims it arrived broken.  Now this GMA is high tech and sends me photos of the damaged figurine.  Problem was, the figurine wasn't mine it was her original broken one.  I could tell by the production marks on the bottom of the figurine.  Nice try GMA!

[vintagecraze50]

Use buy it now with immediate payment required to avoid the chasing down of people who do not pay and then return the item anyway after begging them to pay.  Also, you get a non pay like this, wait only until the last day they have to pay and open an unpaid item request--not woth going after these kinds of situations.

[vintagecraze50]

The partial refund game is still alive an well here on Ebay--Glad to see you understand the game.