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buyer returned different item
I have a buyer that has requested a refund but not sent my items back - it feels like an empty bag that has been returned. How do I talk to ebay about this as it seems difficult to see how to do this.
Any help would be greatly appreciated
6 comments
*vyolla*
Mentor1 month agoSorry, this doesn't make sense to me. If they haven't sent your items back how can it feel like an empty bag has been returned?
top-rock
OP1 month agoThe item I sent was a box of 9 books - what was retuned was a mailing bag weighing about 100g - It feels like there's 2 rubber O'rings in it -not the 5kg box that I sent.
I have been able to resolve this now and I hope it never happens again. This was the first time I've ever had this kind of issue, I must say, trying to unpick the process to following on Ebay didn't seem straight forward, No Live chat or a phone number to call
I'm sure this doesn't happen very often but when it does, I would have thought there would have been a simple button that can be pressed to upload your evidence and get the process rolling for a retuned item not being what the seller sent.
*vyolla*
Mentor1 month agoThere is a process - if it ever happens just pop back here to Member to Member support.
tressygirl
Mentor1 month agoWhen you say it ' feels' like an empty bag, is it? Have you actually received an empty bag?
You will need to accept the return and issue a prepaid label. If the item returned is different to the one sent then, in order to stand the best chance, you will first need to file a report with Report Fraud (fomerly Action Fraud):
https://www.reportfraud.police.uk/
In the eBay Return Request select the option to 'Report a problem', select 'Different item returned' as the reason, and provide the Report Fraud reference together with any other evidence that you have.
The Return Request closes, and it opens up a separate case against the buyer.
Don't use the 'Ask eBay to step in and help' option as that won't close the original Return Request.
@top-rock
top-rock
OP1 month agoThank you for the advice - I've been able to resolve this with the buyer - I was expecting a long drawn out battle but to my surprise the refund has been cancelled by the buyer and the payment released to me - albeit, I'm the return postage out of pocket but I'm much happier than I was this morning.
*vyolla*
Mentor1 month agoIf your buyer didn't use the return postage label you won't be charged for it.