Buyer returns different item.....

GadgetGuru

Fortunately not had this happen to me, but in a case where the buyer returned an item that was different from the item you sent, what happens?? What do eBay do and what evidence is required??

With expensive items I generally list the item including a picture of the actual serial number, so that the buyer is aware it is recorded, and it is clearly on the original listing. But what happens if the buyer disputes this, returns a different item and claims that's what they received? How does a seller respond or argue such a case?

GadgetGuru

No-one had this before?

Buster_Danog

Nope. It's a scam I was aware of so always stated I had made a record of serial numbers where possible. However I have no idea of what ebay would do. Maybe the ebay seller forums would have some cases of this happening.

soolin

I haven’t had a substituted item returned but I have had something deliberately and obviously damaged returned several years ago. I phoned eBay and sent them a photo and they refunded me as a goodwill gesture. 

olgadapolga

IftiBashir said:

No-one had this before?

Yes, once, a few years ago. The buyer returned a non-genuine item for the genuine one we'd sent out. eBay weren't interested as it  "could have been swapped in the post" and we had "no proof of what we had sent out".  

End result - buyer gets rid of fake item in exchange for genuine item and we lost out. 

Fortunately, the majority of buyers are a little more honest. Been on ebay 17 years and sold thousands of items so we don't spend time worrying about it.

Exodi

IftiBashir said:

Fortunately not had this happen to me, but in a case where the buyer returned an item that was different from the item you sent, what happens?? What do eBay do and what evidence is required??

With expensive items I generally list the item including a picture of the actual serial number, so that the buyer is aware it is recorded, and it is clearly on the original listing. But what happens if the buyer disputes this, returns a different item and claims that's what they received? How does a seller respond or argue such a case?

I think oftentimes it comes down to a discretionary call from eBay and refunds are made at their expense.

A rigid framework can't exist to qualify that the correct item was sent out, as there are too many opportunities to abuse it.

Obviously if you took a picture of correct item in the box, there's nothing stopping you swapping the item after the picture was taken.

Even if you recorded a 30 minute video showing the item, you packaging it, driving to the post office, handing it to them, waiting for the postvan to collect it and driving home - the buyer would just as easily argue that the courier might have done it, and as you are liable for the goods in transit, it is your place to seek restitution from the courier.

Nevermind the fact it potentially makes you look guilty by going to such lengths in anticipation of a 'different item received' claim.

Many chalk this up to the 'risks of selling online'.