HELP! Return issue

[adj1213]

I received a message from a buyer stating that an item was received damaged. The buyer uploaded a few photos. The item in the photos are not the item I sent. I asked for additional photos and if he’d be willing to help with an insurance claim on his end. He refused. 

called eBay. Service rep recommended not contacting the buyer again and to let eBay know if he opened a return and they would handle it. 

several days later, he opened a return. I called eBay. They said I should wait until the time period is over for us to work it out and then contact eBay. Sent a link for me to upload pictures to. 

Next morning, received an email from eBay about the uploaded pictures and it had my username as the buyer instead of as the seller so I called eBay back. 

service reps (2 different ones) said pictures wouldn’t be used to determine outcome as they can be altered. Recommended I accept the return. 

my question is, what should I do? Accept a return for an item that isn’t what I sent, be out the money(expensive item), original shipping, return shipping, and end up paying for someone to send me a defective item that didn’t come from me?  What are my options? 

[myboardid]

If it was a totally different item, did you tell the buyer that you sold him a widget and not the widget B he is sending you pictures of?  Or is it a different version of the item you sold him?  I hate to say it, but if you don't accept the return, you will get a HUGE defect from eBay and eBay will give the buyer a refund out of your pocket, and he won't have to send anything back. 

[ste-9405]

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@adj1213 wrote:

my question is, what should I do? Accept a return for an item that isn’t what I sent, be out the money(expensive item), original shipping, return shipping, and end up paying for someone to send me a defective item that didn’t come from me?  What are my options? 

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You should go ahead and accept the return and issue a prepaid return label. Since your a top rated seller with 30 day returns, you can deduct 50% if the return is not as shipped, and get $6 to buy the free return shipping label.

Otherwise, if the buyer elevates, eBay may refund with no return, or issue a return label that will force a refund as soon as the return is delivered back, you cannot add 50% to the refund, and you get a case closed without seller resolution defect.

[cream_couture]

If I were you I would ask the buyer if he has me confused with another seller because the order from you was something different. If he says the package is from you, I would request photos of the package. Then file an insurance claim because if you sent one thing and the buyer received another then it must have been tampered with/stolen during transit.

You are going to have to accept the return unless the buyer realizes they mean another seller. You have to accept the return, or get the buyer to close the return, by the date stated in the return request to avoid a defect. 

[adj1213]

No, I didn’t mention to the buyer that I knew it was a different item because I thought he would then just really damage the one I sent and mail it back if he knew I was into him. 

it was a similar item (maybe different model) but obvious differences. 
$6 won’t quite cover the Return shipping. It is $30 shipping. 
I accepted the return now, but when he sends me back a different item than I sent him, how do I get it resolved?

[kensgiftshop]

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@adj1213 wrote:

I accepted the return now, but when he sends me back a different item than I sent him, how do I get it resolved?

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You refund the buyer, then report them for abusing the MBG.

You can also file a mail theft claim.

[cream_couture]

Ah so they are probably wanting to get upgrade their damaged item with your item. 

If and when you get a different item back, contact the buyer and let them know they sent you back an item that wasn't yours. In the message send photos as to how you know it's not yours. Let them know that you need your item back in order to refund them. If they pretend you have no idea what you are talking about: 

1. File a police report for theft either online or with your local police station or by calling your local police.

2. File a mail fraud report with USPS.

3. File an internet crime complaint - https://www.ic3.gov/default.aspx

4. Contact the buyer and state that you have filed fraud, theft and internet crime reports, so the Post Office, FBI and police will be reaching out to them.

5. Once you have copies of filed complaints and reports with associated numbers, contact eBay via phone to let them know the buyer is scamming you. They may advise you to refund 50%. If they do, do so. Then appeal for the remaining amount and for return shipping fees. 

[adj1213]

Update! Buyer sent back the different/damaged unit so I contacted eBay. They advised me to refund 50% and I could file an appeal. I did and messaged the buyer that I would be filing complaints with ic3.gov, the USPS, and the police. After a little back And telling him what differences I new of between my unit and the one he sent me, he said let me make a phone call. A few minutes later he emailed admitting it was a different one. I have blocked the buyer and am now waiting on eBay to call me back so I can get the rest of my money. Also, went ahead and filed IC3 complaint.