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Buyer requested refund for the wrong item.
Sold an electric razor 28 days ago , the buyer has now said it was damaged in the post, and has requested refund and return.
they included a picture of the back of the razor and it is different to the one I sold .
What to do now ???
12 comments
johnp.429
OP10 months agoIf that's the case then hopefully it will expire, thank you for the response...
jckl1957
·10 months agoMessage the buyer and ask them if they are certain that the razor you bought from you is faulty.
Point out that you can see that the picture is not of the razor you sold and ask them if they could have made an error.
Be polite and professional but make it clear that you know this is dodgy and they are planning to return an item you did not sell.
johnp.429
OP10 months agoYes I have pretty much done that. But no reply, and I am left with the refund request still active ..
Sent from Outlook for Android<>
**peaseblossom**
Mentor10 months agoIf the buyer does nothing the return will expire. If they escalate the case to ebay and win you can appeal here:
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369
jckl1957
·10 months agoHave you supplied a label for return?
If not, the buyer can ask Ebay to step in and they are likely to be refunded from your funds without returning the item.
What date do you have to respond by?
johnp.429
OP10 months agoHi, no I haven't sent the postage label. I have to respond by the 22nd, does not messaging the seller count for this. ?
jckl1957
·10 months agoNo. Sending a message doesn't count.
You have limited choices.
Contact Ebay Customer Services. Tell them what you have told us here - that the buyer has sent a picture showing an item you did not send and is trying to get a refund fraudulently. They won't see what you sent and you can't prove that you sent the buyer the item listed so they are likely to advise that you accept the return and provide a label.
Provide a label, get the item back and, if the buyer sends a different item back, come back for more advice. (Which would involve reporting the buyer to Action Fraud and Ebay and asking Ebay to close the case in your favour.)
Do nothing. If the buyer asks Ebay to step in, they will refund the buyer from your money and you will get a defect on your account. If that happens and the case closes without seller resolution, you can appeal Ebay's decision. You would have to provide evidence for the appeal - and you don't really have any unless the buyer has a history of dodgy returns.
You can refund the buyer without a return or offer them a partial refund.
It's all a bit skewed in the buyer's favour.
johnp.429
OP10 months agoOMG !. What if I transfere my money out of my account , do the have to ask for my permission to get funds from my bank ?
tried to contact eBay but just kept going around in circles , with no resolve . which is why I'm here.
I thank you for your time...
jckl1957
·10 months agoYou will have set up a direct debit from your bank to Ebay to allow for situations like this.
If Ebay refund the buyer, they will come after you for the money - possibly even to the extent of using debt collectors.
I would say the hassle and stress would just not be worth it for a relatively small amount.