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Buyer requested an incorrect refund request - now ignoring me and I am getting no help from Ebay
Summary: shorteeuk2014 is facing an issue with a buyer on eBay who received both an incorrect item and the correct one after a shipping mistake, yet is claiming they never received the second item and is requesting a refund. Despite having evidence that the items were delivered, shorteeuk2014 is unable to find the option for eBay to intervene in the dispute. tressygirl explains the standard procedure for such cases, but it doesn't resolve the immediate problem. papso22 seeks clarification on the buyer’s claim, suggesting different responses based on whether it's a 'not as described' claim or a 'not received' claim, which require distinct approaches.
Hoping someone has an idea how i get Ebay to step in as I have spent days trying to find that option and the automated help is useless. Just keeps telling me they are going to refund of £65.00!!
Buyer purchased an item, i made the silly mistake of asking hubby to help pack up, he sent wrong item. I noticed an hour later, messaged the buyer, apolosgised and told her i was posting the correct item same day and enclosing a QE code for her to forward on the incorrect one IF she coudl, if not to please just return to sender. Purchased postage and have confirmations that she has had both items.
So not only is she keeping the incorrect item, she is keeping the other item AND requesting a refund saying she never had it.
She also refuses to respond to any messages.
Anyway have any idea how i can get Ebay to sort this out before they auto refund the womans money
papso22
Mentor1 month agoWhat do you mean by 'she is claiming she never had it'?
Exactly what case has she opened, assuming that she has opened one.
shorteeuk2014
OP1 month agoYour question answered itself, she is claiming she never had it means she is claiming she never had it. Not sure that can be sent nire clear. Regardless, someone has actually responded helpfully.
papso22
Mentor1 month agoActually it could mean she is claiming she never had the one she ordered but did get something, or she is claiming she got nothing at all.
One is a 'not as described' claim for a return and refund, the other is a claim for item not received. Two entirely different things requiring different advice.
tressygirl
Mentor1 month agoUnfortunately, if you have posted out the correct item there's nothing now to enforce her tom return the incorrect one.
The correct way would have been for her to open a case for item not as described, you would have sent that paid return label, and on receipt of your item you would have refunded her.
Then the correct item to be relisted for her to buy and pay again.
@shorteeuk2014
shorteeuk2014
OP1 month agoI am aware now, unfortunately this doesn't help me find where to get eBay to step in, which was the question. Their own directions in how to go about it don't even take you where you need to go. I am happy to lose the incorrect item, that was my fault, but I am no prepared to lose out on the correct £60 item, especially when I have proof she has it! Thanks anyway.
papso22
Mentor1 month agoYour buyer can make a successful claim for not as described for the first item and return it for a full refund. You essentially gave her the replacement for free. Ebay won't do anything.