We have been targeted by a malicious buyer who has purchased 3 times from 3 different guest account IDs.
Order # 1 - Opened damaged/not as described case claiming the cap of the bottle was cracked in shipping and product had leaked out. We processed full refund to close the case.
Order # 2 - Return was filed as "Doesn't match description or photos" with the comment " Nothings came whats going on." - Order was delayed by a day due to weather and was delivered the day after return was opened. We sent buyer multiple messages with tracking updates, but did not get a response. So, we approved the return on the last day possible to avoid getting a defect.
This return had a message on February 15th that said since the buyer had not provided tracking, we could call and have eBay close the case in our favor, which I did. I even received an email from eBay stating the case had been decided in the seller's favor, closed without a refund to the buyer, and that it would not affect our seller performance. However, after the case was closed, the buy provided a tracking number the next day and eBay reversed the decision, refunded the buyer, and is now showing this as an "unresolved" strike on our seller metrics.
Order # 3 - This return request came in just as we were putting two and two together and realizing this buyer was targeting us. Also filed as "not as described" saying he received the wrong brush. Buyer will not respond to messages asking for pictures or more details (I know he's not required to provide pictures). I reported all 3 IDs online and also called Trust and Safety. Trust and Safety advised me not to authorize this return. They said that in 3 days if I do nothing, it will escalate to eBay and they will close in our favor because of the fraudulent buyer activity.
However, when I called today to appeal the mark on our metrics for Order # 2, not only was I told they can't remove that defect because the buyer provided tracking, but I was also told that everything Trust and Safety said was wrong and that I do have to authorize the return for Order # 3. So now eBay is going to charge us $10.84 for a shipping label for a $10.99 product and all they can say is to call when we get it back to appeal that case and "maybe" get the return shipping refunded.
It is incredibly frustrating to get so much bad information when calling CS and that there is apparently no hope for getting actual help when we are being so obviously targeted by fraudulent return requests.
