Buyer received different item to what I posted - sale through Global Shipping hub

[jjambadger27]

I've just received my first negative feedback from a US buyer, stating that the item they received is not what is in my listing photos. I have asked them to send photos of what they've received, but I can only presume that my package was opened at the hub (annoying as I packed the item well and in a very protective manner) and another item was sent to them. It's the only item I posted that day and know that there's been no error on my side. 

I don't want the buyer to lose out though I wish they'd contacted me first instead of leaving feedback, but I presume that I'm covered and won't have to take a financial hit on this?

[department28]

Do you think the buyer is telling the truth, or just claiming that the item was not what they purchased? Have they sent a photo of what they say they received and/or opened a 'wrong item received' case yet?

[twofourdeltasurplus]

I had a case of this many many moons ago, long story short rang CS and explained it was a GSP item and that my buyer had received wrong item ( a book instead of a pair of trousers ). Refund was given, but I had M2M and pictures from the buyer.

Worth a call and hopefully you get an agent that understands

[cobwebcottage]

Have they opened an item not as described case?

[jjambadger27]

They haven't. They haven't responded with photos yet either. It's all a bit odd. 

[department28]

All you can do is wait for them to open a case, which you would expect them to have done by now. Have you had a look at their feedback, to see if they seem ok? Have they been on eBay a long time, or just joined/relatively new?

[cobwebcottage]

All you can do at this stage is request for the removal of unfair feedback.

Call CS and make sure you state that it is a GSP transaction. Tell them that it was received at the hub and the only parcel posted by you that day. Ask them to look at the massages between you and the buyer and that you have requested photo's but they haven't sent them or opened an INAD case.

They may remove it. It's worth a go. It will not stop the buyer opening a case though and if they do, you will have to cover the cost of the return of the item or refund them.

eBay Customer Service

[jjambadger27]

Well the buyer got back to me - what I sold them is 2CDs inside a unique collectable slipcase, with protective carding around it and then put in a Jiffy mailer bag . They sent me the photos of the CDs without the slipcase. Seems like they didn't see the slipcase and threw out the packaging with the slipcase in the carding - I still don't understand how they didn't view it. They also complained about one of the CD cases having a crack when I mentioned it in the listing and had a photo of the crack...

I feel for them throwing it out but it's not my fault, obviously. I don't mind letting the negative feedback stand but will leave a polite factual response to it...

[department28]

Nice to have the mystery solved! The buyer must've been quite careless in the way they unpacked the item. You should be able to get eBay to remove the undeserved negative feedback.