Buyer ordered wrong option, asking for extras to be sent

LM2020

How is it best to handle when buyer chooses the wrong option from the variation list, doesn't want to return but is asking that extra items included in some of the other variation options (that haven't been paid for) are sent? I'm concerned if I don't send the extras out, they'll leave negative feedback. I'd rather just refund and block, but can they still leave negative feedback if I cancel and refund? (I'm registered as a business seller on eBay)

soolin

Personally I wouldn’t be held to ransom by the buyer. Cover yourself in case you get a neg and need it removed by politely reiterating that you are happy to accept a return, don’t get into any involved conversations with them.

if they don’t return, but leave poor feedback request it’s removal by using the misuse of the buyer guarantee, stating you offered a full refund on return. 

LM2020

soolin said:

Personally I wouldn’t be held to ransom by the buyer. Cover yourself in case you get a neg and need it removed by politely reiterating that you are happy to accept a return, don’t get into any involved conversations with them.

if they don’t return, but leave poor feedback request it’s removal by using the misuse of the buyer guarantee, stating you offered a full refund on return. 

Thank you. They opened a case that I sent the wrong item so I get charged for return costs as well as the full refund I already have to do. Is that a misuse of the buyer guarantee when I didn't send the wrong item - I sent exactly what they ordered - but they had chosen the wrong item when ordering? Because if they chose the correct option like 'ordered by mistake', they would have to pay to return postage.

soolin

LM2020 said:

soolin said:

Personally I wouldn’t be held to ransom by the buyer. Cover yourself in case you get a neg and need it removed by politely reiterating that you are happy to accept a return, don’t get into any involved conversations with them.

if they don’t return, but leave poor feedback request it’s removal by using the misuse of the buyer guarantee, stating you offered a full refund on return. 

Thank you. They opened a case that I sent the wrong item so I get charged for return costs as well as the full refund I already have to do. Is that a misuse of the buyer guarantee when I didn't send the wrong item - I sent exactly what they ordered - but they had chosen the wrong item when ordering? Because if they chose the correct option like 'ordered by mistake', they would have to pay to return postage.

I would definitely phone to appeal that return. 

savergrant

LM2020 said:

soolin said:

Personally I wouldn’t be held to ransom by the buyer. Cover yourself in case you get a neg and need it removed by politely reiterating that you are happy to accept a return, don’t get into any involved conversations with them.

if they don’t return, but leave poor feedback request it’s removal by using the misuse of the buyer guarantee, stating you offered a full refund on return. 

Thank you. They opened a case that I sent the wrong item so I get charged for return costs as well as the full refund I already have to do. Is that a misuse of the buyer guarantee when I didn't send the wrong item - I sent exactly what they ordered - but they had chosen the wrong item when ordering? Because if they chose the correct option like 'ordered by mistake', they would have to pay to return postage.

Yes it is a misuse if they are saying the item they received is not the item they ordered, when in fact they made the mistake and ordered the incorrect item.
Assuming the request has not timed out contest it then ask ebay to step in, and reference the previous messages from the buyer admitting it was their mistake.

LM2020

soolin said:

LM2020 said:

soolin said:

Personally I wouldn’t be held to ransom by the buyer. Cover yourself in case you get a neg and need it removed by politely reiterating that you are happy to accept a return, don’t get into any involved conversations with them.

if they don’t return, but leave poor feedback request it’s removal by using the misuse of the buyer guarantee, stating you offered a full refund on return. 

Thank you. They opened a case that I sent the wrong item so I get charged for return costs as well as the full refund I already have to do. Is that a misuse of the buyer guarantee when I didn't send the wrong item - I sent exactly what they ordered - but they had chosen the wrong item when ordering? Because if they chose the correct option like 'ordered by mistake', they would have to pay to return postage.

I would definitely phone to appeal that return. 

savergrant said:

LM2020 said:

soolin said:

Personally I wouldn’t be held to ransom by the buyer. Cover yourself in case you get a neg and need it removed by politely reiterating that you are happy to accept a return, don’t get into any involved conversations with them.

if they don’t return, but leave poor feedback request it’s removal by using the misuse of the buyer guarantee, stating you offered a full refund on return. 

Thank you. They opened a case that I sent the wrong item so I get charged for return costs as well as the full refund I already have to do. Is that a misuse of the buyer guarantee when I didn't send the wrong item - I sent exactly what they ordered - but they had chosen the wrong item when ordering? Because if they chose the correct option like 'ordered by mistake', they would have to pay to return postage.

Yes it is a misuse if they are saying the item they received is not the item they ordered, when in fact they made the mistake and ordered the incorrect item.
Assuming the request has not timed out contest it then ask ebay to step in, and reference the previous messages from the buyer admitting it was their mistake.

Thank you.