Customer has sent back a different item

[Anonymous]

I need some help. A customer brought an item for a car off me. They have said the item is faulty even though it is brand new from the manufacture. I asked the customer to return the item and its not the same one, this looks weather, pitted on the metal and has a different code on the side. How do i stop the refund for this customers as I believe they're trying to return a different item and get their money back.

[**peaseblossom**]

ebay say sellers can deduct from refunds if item not in same state it was sent.   Any refund may automatically close the return case but if it's escalated to ebay and buyer wins you can appeal.

Here's information about it:

https://www.ebay.co.uk/help/policies/member-behaviour-policies/condition-returned-items-policy?id=47...

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appealing-decision-seller?id=4369

@Anonymous 

[*vyolla*]

Hopefully you haven't refunded yet.

You need make an Actionfraud report asap and let eBay have the Actionfraud reference number and let them know that you've received a different item back to the one you sent out. There should be a "Report a problem" link in your return case, so select "Different item returned" as the reason and add the Actionfraud reference number and information. 

I'd also contact eBay and go over this with them. I’ve found that the easiest route to contact eBay Customer Services is via the link below, you can select to talk with them via live chat or request a call back:

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid