Buyer claims INR yet shows as delivered

crikaus

A bit of background 
buyer joined ebay a day before purchasing item valued at around £30 and has zero feedback score 

I posted item via yodel tracking item is shown as being delivered and on the app also shows a photo of delivery although of course not to exactly where it was delivered

I have looked on Google maps unfortunately it does not stop directly outside the house but from a short distance the door the windows design and handle do match the address 

Buyer has opened a case and  is claiming "item not really received, received wrong item" 

the photo of the delivered item shows it still sealed so unlikely some one intentionally open box and changed what's inside

How should I respond 

First photo is mine taken before drop-off and second is yodel delivery photo

elsien

They’re not saying they haven’t had it.
They are saying you sent them the wrong thing.

But for some reason have used not received instead of not as described, possibly because they are new to eBay. 

 Have they contacted you to say what  the wrong item is and is it possible you got your parcels mixed up?
I think I’d be asking them what they are saying they have had? 

crikaus

elsien said:

They’re not saying they haven’t had it.
They are saying you sent them the wrong thing.

But for some reason have used not received instead of not as described, possibly because they are new to eBay. 

 Have they contacted you to say what  the wrong item is and is it possible you got your parcels mixed up?
I think I’d be asking them what they are saying they have had? 

No parcel mix up, I assume the wording is because they are new on eBay I don't know what they're doing or of course there could be genuine trying to be confusing intentionally 

soolin

You need to look at which case has definitely been opened, and whatever happens protect your account first and then try and assist the buyer.

If it's an SNAD case (which I don't think it is) then you can ask through the case what the issue is- although this doesn't stop the clock in dealing with the case.

If it is an INR then add your tracking to the case, even if it is already shown on ebay, and add a note to the case that item has been received as per the tracking. If that doesn't close the case, phone ebay and explain you have an INR open and have proof of delivery and it will be closed in your favour.

Once you are safe from the case you can then try and assist the buyer, they might be confused about what they bought, or somehow  misunderstood the listing which might be easily cleared up.

crikaus

a final update

I confirmed the tracking number and mentioned I can provide photo evidence, I also asked the buyer what the issue was as it unclear, buyer never responded I asked eBay to step in and I won the case

Obviously buyer was blocked when the case was opened and feedback was left letting others know to avoid this buyer

shapala

soolin said:

You need to look at which case has definitely been opened, and whatever happens protect your account first and then try and assist the buyer.

If it's an SNAD case (which I don't think it is) then you can ask through the case what the issue is- although this doesn't stop the clock in dealing with the case.

If it is an INR then add your tracking to the case, even if it is already shown on ebay, and add a note to the case that item has been received as per the tracking. If that doesn't close the case, phone ebay and explain you have an INR open and have proof of delivery and it will be closed in your favour.

Once you are safe from the case you can then try and assist the buyer, they might be confused about what they bought, or somehow  misunderstood the listing which might be easily cleared up.

Sorry to jump on this thread - will eBay side with a seller if an item was delivered (with photo proof) but left outside someone's porch (for instance) and not delivered directly to recipient and an INR is opened? 

soolin

shapala said:

soolin said:

You need to look at which case has definitely been opened, and whatever happens protect your account first and then try and assist the buyer.

If it's an SNAD case (which I don't think it is) then you can ask through the case what the issue is- although this doesn't stop the clock in dealing with the case.

If it is an INR then add your tracking to the case, even if it is already shown on ebay, and add a note to the case that item has been received as per the tracking. If that doesn't close the case, phone ebay and explain you have an INR open and have proof of delivery and it will be closed in your favour.

Once you are safe from the case you can then try and assist the buyer, they might be confused about what they bought, or somehow  misunderstood the listing which might be easily cleared up.

Sorry to jump on this thread - will eBay side with a seller if an item was delivered (with photo proof) but left outside someone's porch (for instance) and not delivered directly to recipient and an INR is opened? 

Yes they will, as long as tracking shows delivered. However, I would always assist the buyer in complaining to courie.