Item not received case open against me - but it was

[charliewolf]

I sold a buy-it now item (set of six champagne glasses) and posted it the next day, 18th August. Marked item as dispatched and added Hermes tracking number. Heard nothing from customer until 3 days ago when eBay informed that the buyer had opened a case for item not received and she wants a refund. I immediately checked with Hermes who confirmed that the parcel had been delivered 3 days after dispatch, they gave me the exact time and the name of the person who had signed for it. I emailed the buyer with this information, and she replied saying that yes she had received a parcel from me but it contained a kettle! Now I had bought myself a new kettle on the 17th August and the box just happened to be the perfect size for the set of glasses, so I had packed them in this. As I always double-box glassware, it was then packed in another larger box surrounded by more protective packaging. So I thought, aha she has just opened the first box, seen the kettle box and assumed that the wrong item had been sent. I emailed her back but she has since replied that she has opened the kettle box, and it contained a kettle! I am totally flummoxed. The new kettle is being used in my kitchen; the 6 glasses are nowhere to be found - I know I sent them. I emailed her again 24 hours ago asking her to supply me with a photo of the kettle and all packaging but I haven't heard back from her. How do I stand? What do you think I should be doing/asking next? All I keep thinking is why did she not contact me directly as soon as she received the "kettle"? Why leave it for over two weeks. So as not to dripfeed buyer only has feedback of 1. What do you think is going on?

[ilovepowerhoop]

tell her to return the 'kettle' for her refund

[Bankholidaybaby]

If you're certain you put the glasses in the box, that's very odd. If it were me, I'd be slightly worried that I might have done something daft like putting the old kettle in the new kettle box, and the glasses somewhere else, but I'm a bit special.

[Bankholidaybaby]

And yes, she needs to return the item for a refund according to ebay policy.

[rideyourbike]

She sounds like a thief. eBay can be such a pain, I've had trouble with collection only items and the buyer then insisting I post stuff to them, even if it's big garden toys. Sorry no help to you tho.

[picnicbasketcase]

She's talking shite. Probably saw the packaging and sent it to a charity shop or binned it. You know you didn't send a kettle, she can't possibly have received one.

[PenisesAreNotPink]

I would email and say I sent you the glasses, if for some reason you think they are a kettle please return them for a full refund.

I would also tell EBay you have a new kettle and you sent them
In a kettle box.

The thing is that you're not covered for glass wear even by Hermes so you are going to lose out

[charliewolf]

Oh my, I am heartened by your quick responses, thank you. Bankholidaybaby that was my first thought too but I was relieved to find I still have my old kettle also.
I'll update when I hear more. Thanks again.

[Jacksonville14]

how can she claim not received and then say yes I got the parcel.

Just give ebay the tracking in the dispute and don't mention kettles. That is really irrelevant and just confuses the issue. Has she opened a not as described dispute instead?

[jendot2]

Put the tracking details into the case on eBay.

If she continues to 'not as described' rather than not received then tell her to return kettle in original packaging for a refund.

She is trying to pull a fast one!