Buyer claims "wrong item sent". As a "proof" to his claim attaches a photo of the correct item!

[riba_ri]

Just received a return request because of "wrong item sent".

The "funny" thing is that the buyer attached a photo of the "wrong item" he received, and the photo shows exactly the item he bought! He's not claiming it's damaged, but that it's a "wrong item" and "false advertising" without giving any other details. The item is not something that can be mistaken for something else (a 4K steelbook) and I was selling only 1.

eBay is giving me only two options, to accept the return (return label on my cost) or even "better" offer a full or partial return and the buyer keeps the item!

Not sure what's the best way to deal with this. Never had a situation like this before.

[repentatleisure1952]

---

@riba_ri wrote:

Just received a return request because of "wrong item sent".

The "funny" thing is that the buyer attached a photo of the "wrong item" he received, and the photo shows exactly the item he bought! He's not claiming it's damaged, but that it's a "wrong item" and "false advertising" without giving any other details. The item is not something that can be mistaken for something else (a 4K steelbook) and I was selling only 1.

eBay is giving me only two options, to accept the return (return label on my cost) or even "better" offer a full or partial return and the buyer keeps the item!

Not sure what's the best way to deal with this. Never had a situation like this before.

---

Accept the return & provide a label.

[riba_ri]

The buyer messaged me again, saying he requested the return "impulsively" and he actually canceled the return.

But I'm curious... The buyer attached a photo of the correct item with his original request, but at the same time claimed it's the wrong item. Why should I accept the return & provide the label when he proved himself wrong? Surely that's enough proof for eBay that the request is not justified and once eBay would get involved I would be in the right?

[*casey*]

"false advertising"

JMO, but I wouldn't be surprised if the buyer didn't read the description properly and expected it to arrive in it's original shrinkwrap.

Then opened the 'return' case impulsively, re-read the listing   and  cancelled the return case knowing that they were in the wrong.

[domino-710]

But - perhaps he/she just realised their mistake in sending a pic of the item received which was the item advertised.

[springyzone]

---

@riba_ri wrote:

The buyer messaged me again, saying he requested the return "impulsively" and he actually canceled the return.

But I'm curious... The buyer attached a photo of the correct item with his original request, but at the same time claimed it's the wrong item. Why should I accept the return & provide the label when he proved himself wrong? Surely that's enough proof for eBay that the request is not justified and once eBay would get involved I would be in the right?

---

I agree  with you and you should not have to pay for a return if an item is clearly what was bought. I'd like to know the answer too.

All I can think of is, in that position, if i were the seller, I'd try to get onto ebay chat to a real person but whether they would give the right help or not is in the lap of the gods.

[davewil1964]

If the buyer cancelled the return there is nothing that you nor eBay need to do.

Did the buyer cancel? You would have received a message/email stating the buyer closed the case.

[designers*n*more]

I recently had a customer who opened a Not as Described” dispute.  In the comment she stated clearly not my fault, she didn’t like the way the darts on the bust area on the dress fit her. Because she opened a not as described dispute, I had no option other than to accept the return and pay return postage, or refund in full and she keeps the dress (it was designer label, so wasn’t going with them option). This would have meant I have to refund original postage and pay return postage.

i contacted eBay Help via chat and requested a callback. I explained the buyer clearly stated it wasn’t my fault. The CS rep agreed then refunded me the cost of paid return postage and also refunded the buyer from eBay’s pocket!

keep this up your sleeve if something like this ever happens 🙂