I know the answer to this but . . . .

marie-20

A buyer contacted us 2 weeks ago to state that they had purchased 2x 20 items from us and we only sent 1x 19 so I asked for an image for the packaging and they declined.

This evening they have opened an INR case stating that they want a full refund but as they have stated that they have received part of the order I do not want to refund in full without receiving the order back.

As the order was sent by 2nd class we don't have proof of delivery so I am assuming that eBay will refund them in full even though in their messages they have stated that they have received the order?

jasmineswhiskers

Do you have proof of posting? I think these state the weight so you would know how many were sent.

theonlywayisup

marie-20 wrote: »

A buyer contacted us 2 weeks ago to state that they had purchased 2x 20 items from us and we only sent 1x 19 so I asked for an image for the packaging and they declined.

This evening they have opened an INR case stating that they want a full refund but as they have stated that they have received part of the order I do not want to refund in full without receiving the order back.

As the order was sent by 2nd class we don't have proof of delivery so I am assuming that eBay will refund them in full even though in their messages they have stated that they have received the order?

Marie, you may* be saved in that they've opened an INR. It depends on the rep. Firstly, report them for misuse of the money back guarantee system. You may have to click through to find the link, I'm on a phone and can't add it at present. http://pages.ebay.co.uk/help/policies/money-back-guarantee.html

Then ring CS. I would assume you have access to Dublin. Ring and "ask their advice" asking them to review the messages between you and putting notes on your account. Hopefully asking for advice will give you the edge and some CS reps are dealing with these is a positive manner, despite lack of tracking.

Depending on what CS say you will probably be asked to reach out to the buyer. A firm but polite message will need to show your professionalism. Something along the lines of reiterating they have received something (it highlights their misuse if INR) and you will pay for the parcel and packing to be returned in order you can resolve the issue.

You might need several calls to CS and in the end, the buyer is able to open a SNAD, you may even be able to convince the rep the case should be changed - I've managed this twice. But it really depends on who you get and how you approach them. Getting the rep to see the wrong case has been opened is a huge step forward.

The worse case is the case won't be reviewed by a decent rep and you will lose completely, in which case appeal. The best is the case is changed and the buyer has to return the 19 he claims he has. Or he bails out having been rumbled.

I sell items in similar quantities and it is incredibly hard to fend off a determined scammer. I now include a small note with multi parcels with a signature and name showing the quantity has been checked, it isn't fail safe but it is working.

Good luck.

[Deleted User]

Agree with above advice. I have had an INR case changed to a SNAD by eBay CS before when the messaging system clearly shows that the item has been received.