Appropriate response to payment dispute.

[shoaltech]

A buyer wanted to return an item. I told them that was fine and provided the address. The buyer said he sent it back. After some time he asked about the refund and I asked if I could have the tracking. He provided tracking showing a delivery to the correct suburb. The tracking said no signature required and that it was left at the premises. The time of the delivery on the tracking was well inside my usual business hours when I would never be unavailable for deliveries.

I contacted Ebay asking what to do. They said since there was no actual return started that I didn't need to do anything. 

He has now started a dispute with his payment institution. The reason being 'The item doesn't match the description in your listing', however in the comments he states that he has sent the item back. FYI, it's an expensive item, approx $1500.

I'm wondering if the best course of action is to address that the item was not as described, or that I never actually received it. Or both? Any advice is welcome.

[twyngwyn]

right, so #6....chargeback through bank.....but....item has been delivered to incorrect address by A.P. allegedly, so, seller is potentially out of item & payment?

Buyer did not send back with 'signature required'.....hardly seller's fault. If correct, buyer (now the sender) should take it up with A.P. 

What a mess!

A fantastic rort or a litany of errors??

[shoaltech]

twyngwyn, Yes that is all correct. However, I believe it is very likely that Aust Post did delivery the item as addressed. I think there is a fairly good chance the buyer sent a small package or letter to an address that is close enough to my address, that the tracking shows delivery to the correct suburb, and then claimed they had returned the item to me. ie, a scam.

[twyngwyn]

OK, so....where is the photo evidence? What did A.P. send you?

[gutterpunkz05]

Did you ever get around to checking with AP, the size and weight of the returned item.

[gutterpunkz05]

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@etb321 wrote:

Ebay is a facilitator,  Ebay doesn't sell anything, (apart from advertizing). 

I don't have anything more to add to the discussion so I'll conclude with the obvious.  Only accept returns if forced to by ebay. 

Factsheet – Chargebacks | Australian Financial Complaints Authority (AFCA)

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[gutterpunkz05]

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@shoaltech wrote:

I just got off a chat with Ebay asking for an update. I would love to upload a copy of the chat to show the sheer level of deceptiveness and/or incompetence on display here. It's actually unbelievable. When I kept pointing out the fact that I provided the information they were requesting, she ended the chat.

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Was that in relation to the actual chargeback, or in relation to info now required for seller protection.

[shoaltech]

That was information in relation to seller protection. The agent asked for the documents and provided a link for me to upload them. I did so, then the agent went to examine them. After sometime she came back but bizarrely then refused to acknowledge my questions/statements and the documents I submitted, only replying to me with copy-and-paste answers completely unrelated to what I was telling her. And then just abruptly said I can't help you any further and ended the chat.

[pnc75]

Might be time to get Fair Trading involved.