Dispute opened to wrong seller

[naturesactiveshop]

Dear All,

Hope you are enjoying the sun and outdoor after a while.

I have a  veeery UNIQUE problem.

We sell vitamins etc.. A buyer bought some vitamins and it was delivered on 19th May. After couple of days I received a notification about a payment dispute. The same buyer says The Hose he/she received is shorter than the advertised in the listing. I sent a message to buyer saying we are not the seller of the product. No reply.

I have contacted Ebay and I was told send a proof ? What proof I could send I did not know so I reply the case by saying we are not the seller and there is a mistake.

I sent another message to buyer. No reply.

Today I received a box containing a hose!!!!

It sounds like a joke however i have no way to correct this situation. My hands are tied.. Ebay is not helpful, buyer does not reply,  I do not even know the source of the payment dispute (paypal etc..). The case is still open however I cannot reply or add any other evidence..

Should I write a letter to buyer?

Thanks

[redwick1]

Did they open the dispute for the vitamins 

If so then that would be the money you would have to refund no matter what they returned

Ebay will force it if you dont deal with it and you would be left with the fees and a defect.

You are right that you would not be able to send proof and even if you send a photo of the hose then 

ebay would not accept that as they would say they do not see the actual item.

Have you checked the buyers feedback to see if there are any clues to the hose on there.

Not sure how it would help

[naturesactiveshop]

Thank you redwick, yes the case was opened to my order which is vitamin. What if I was selling £300 phone and i receive £10 hose back ? this could happen to anyone.. Scamming the sellers so easy if this is the way.

[redwick1]

Yes you are right and not only could it happen it has. Buyers returning wrong items. We see it all on here. I hope you dont lose out too much.

[naturesactiveshop]

This was i think our first dispute. Who is making the desicion. If it is a human being they would see the item they bought is vitamins and buyer complaints about a hose. Any idea?

[redwick1]

Hard to say who makes the decision we dont get to know. All you can do is to contact CS at the top of the page under Seller help or Help and contact then scroll down for contact details. Choose an option. the contact may come up on the left of the page. You do have to be careful with CS. They have been know to refund straight away and you could pay the fees and a defect on your account. It is not fair and ebay err almost always on the side of the buyer. I do hope you are successful. Good luck and please let us know.