Help! Unauthorized return / Item damaged during return / Buyer now falsely claiming Incorrect Item

[hwarang_co]

Hey all.  Hoping for some feedback and suggestions.

BLUF: A buyer conducted an unauthorized return, and the item was damaged during this unathorized return (the buyer repacked the item in a different box, which arrived crushed).  The buyer has now, after the fact, opened a return request for "Incorrect Item."

How should I proceed?  If I accept a return request (since I already have the returned item), is there an option to refuse to refund or to offer only a partial refund due to the returned item not being in the original condition?  My policy was no returns for this item.

I have proof the buyer is lying, and I've already reported the buyer for making a false claim.  I have a statement from the buyer acknowledging that he repackaged the item and also stating he doesn't believe I received the item damaged because of how well he packaged it.  This statement is directly at odds with his return request, which states that he received the wrong item.  I also have photographic evidence to support that he is lying.

The ebay rep I spoke to says nothing can be done and my only choice is to provide a total refund--even though there is proof the buyer is lying and is also responsible for the damage (which was sustained during an unauthorized return).

[corvettestainless]

How much was this item and what can it be sold for now (if at all)?

[hwarang_co]

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@corvettestainless wrote:

How much was this item and what can it be sold for now (if at all)?

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The item was $389 (Brand New)

If resold, the item is worth approximately $325 at most.

So, total loss = at least $100 (shipping, paypal fees, loss of value).  That of course doesn't include the cost of all the time spent dealing with this.

[hwarang_co]

Final follow up:

Received a call back from Ebay supervisor, Dominic.  Bottom line: Ebay refuses to step in and protect me as a seller despite all the evidence clearly showing false claims by the buyer and showing responsibility of the buyer for the damage.

Furthermore, Ebay refuses to take any responsibility for the actions of its employees--despite the fact that I made financial decisions based directly on that advice.  Dominic apologized for the "incorrect information" provided to me by representatives and said he will make sure they get retrained.

I asked Dominic what I should have done and what I should do if I encounter this problem in the future.  He stated that there is no recourse for sellers.  The only recourse is to go to the police or pursue a civil case.  

Long story short: unless you are a Top Rated Seller who offers 30 day returns, ebay provides ZERO protection to sellers in the case of items not returned in the original condition.