Help, eBay seller claims I sent back wrong item.

[lfc_2025]

Hi, I purchased an gold coin few days ago. Coin was delivered to me at 10.55am. i opened the package, tested the coin with a magnet and it was fake. At 10:57 am ( just 2 minutes after it being delivered) I sent photos and a message to the seller of the coin showing it's magnetic and telling them I want a refund as it's not genuine gold .

Seller told me to open a case. I opened a INAD case and received a returns label. I sent more photos to the seller showing the coin carefully wrapped and packaged ready to be returned ( this was on a Sunday). Seller said they'll let me know when they receive it.

I posted the return the following day ( Monday). Seller received it on Wednesday. Bearing in mind, the seller hasn't communicated with me since Sunday when they said they'll let me know when they receive it.

After the seller received it ( approx 1:38pm), they waited until 8:15pm the same day to open a case against ME, insinuating I sent back a different and more "shiny" coin.

The thing is, when I received the coin, I sent photos to the seller. The seller didn't challenge the photos or say it's a "shiny" coin and not the coin they sent, rather, the seller was pretty laid back, as if they were expecting a return and simply told me to open a case and send it back.

What happens now? How do I prove that the seller is lying ?

I have purchased close to 400 items on eBay and I have never, not once, had a seller dispute a refund before. This is the very 1st time out of near 400 purchases.

Also, the seller's feedback shows that they have only ever sold extremely low value items, and all of a sudden they have sold a high value gold item (over £3000) which, just by the most random chance, has not been returned back to them.

What happens now? How do I fight this? How do I prove I sent back exactly what I received? I've never been through this before on eBay. I absolutely do not want eBay to refund the seller as they are lying & trying to get free money.

[lucy_farmer]

As you have sent it back and done what the 'not as described' case asked you to do, you *should* be refunded. 

If the seller is insisting you've sent back a different coin, they will have to open a 'problem with return' case when they get it back.

*Then* the fight is between them and *ebay* not them and you. If ebay believe them they will usually refund the seller out of their own pocket, whilst letting you keep your refund. 

I'll just shout to a very buying-knowledgable person......

@tressygirl  

[missdollydaydream]

Just follow eBays complaint procedure and if you don't receive a refund after 3 days, escalate the case. Meanwhile, don't correspond with the seller except through the dispute and keep all photos and correspondence. If in the unlikely event that eBay side with the seller, come back here for further advice.

[lfc_2025]

Thanks for the reply !

They opened the problem with the return case 8 hours or so after receiving the item back.

Also, why should eBay refund them when they have blatantly lied? Their feedback and current listings are of all very low value item, infact, this is the highest value item they've sold which in itself is suspicious.

Is there anything that can be done to stop eBay from refunding them? They do not need or deserve a refund as they have lied about the whole thing. 

[lfc_2025]

Hiya, thank you for the reply.

As things stand, I am unable to respond in the dispute, at the moment it says that the case is on hold until 4th May.

I spoke to eBay on the phone today and told them that the seller is fabricating the whole thing. 

I just don't want eBay to refund the seller as the seller is trying to abuse eBay's systems to get free money. This is why I test everything I buy from eBay ( in their case, item was delivered at 10:55am by royal mail special delivery, I opened it and tested it and sent images of the item being tested by 10:57am so within 2 minutes of actually receiving it). Also, the seller did not once question the photos I sent of the item. Rather than say " that isn't the coin I sent you" ( which it was) instead the seller said to send it back. The seller was way too relaxed with me asking for a return. If that was me, I would challenge the buyer. The whole thing is posting at the seller being dishonest. I just don't think eBay should refund the seller. 

[tressygirl]

Thanks @lucy_farmer  🤗

@lfc_2025   What eBay do, whether they refund the seller or not,  is out of your control.

You cannot action anything until the 4th of May this will be the day  you have to escalate your case to eBay, ask them  to step in, if the seller has not refunded you beforehand.

Do not close the case early for anything the seller may say or promise,  and do not forget to escalate.

All I can say, from general knowledge,  is that eBay tend to believe the buyer's side in these matters,  as they themselves cannot see any item sold or returned.

It's an expensive item,  please do come back and tell us the outcome,  the cards should fall in your favour !

[lfc_2025]

Hiya, sorry, let me elaborate on this further ( by the way I have no option available to ask eBay to step in, the option is not there) ;

I opened a return request under IND

Sent item back 

Seller received item

8 hours after receiving the item, seller opened a case against me. eBay emailed me to say "seller asked us to review this case & make a decision, we'll get back to you within 48 hours"

When I saw this message, I contacted eBay via phone. Ebay then put the case on hold. I then received a email from eBay saying " the case is on hold until 4th May to allow time to review the details. If we need additional information, we’ll reach out to you". 

I will absolutely update on here to let you know what happens. 

One thing for sure though, I will not let the seller win. Even if I have to make a police report I will. At the moment I am considering reporting the seller to UK Action Fraud ( as I have the seller's full name and home address)

[tressygirl]

The option to ask eBay to step in will not appear until exactly,  and it is timed to the second from when you opened the case,  exactly 3 days have passed,  so it will be there on day 4.  This for the case you opened.

You must of course,  if eBay does not see in your favour,  though I cannot see how it will fail for you,  but if it does,  then yes maybe not a Police report,  but turn to Action Fraud,  even Citizens Advice as to how to proceed , certainly far too much money involved here, to let it slide.

Give it the time eBay have given to investigate this,  4th of May,  see what that brings !

@lfc_2025 

[lfc_2025]

Thank you! I shall update on here on Monday the 4th 👍

[lfc_2025]

Hiya, I was refunded about an hour ago from eBay, however, I am not happy with the email I've received. This is what it said;

" Your case for this item has been resolved.

After reviewing your case, it appears that the item was returned in a different condition from how it was sent. However, in this case you'll still receive a refund."

It says I returned the item in a "different condition". Why does it say this? This is an attack on my credibility as a eBay buyer, potentially affecting any future returns I may have. 

I'm happy with my refund but, I use eBay LOADS, and I don't want this leaving a defect on my account. How can I challenge this and get it rectified? Also, why does it say the item was returned in a "different condition" when the seller insinuated they received a different item ?

Does this mean eBay have compensated the seller ? What can I do to challenge this & get the seller penalised/ reprimanded?

[roger_roger_over_and_nowt]

How many return requests have you made ?.

Only asking as you said "I have never, not once, had a seller dispute a refund before " in your original post.

[lfc_2025]

In the span of 3 years and nearly 400 orders, I would say no more than 10. Each one was justified ( wrong item sent, or not as described). None of those were disputed by the sellers, the sellers refunded me straight away and things were left amicably. 

This is the only one where a seller has disputed the refund under the guise of me returning something incorrectly