Stolen item during shipping
Summary: In a discussion about a stolen item during shipping, kathiec advises another participant, referred to as @redfo-56, about resolving an 'Item Not Received' (INR) case on eBay. kathiec suggests that the case is likely to be settled in the seller's favor, as there is tracking information showing delivery. They also inform that it's necessary to close the INR case before opening a return case and note that video evidence is not accepted by eBay as it can be easily faked. The discussion contains various responses from participants discussing this process.
Hello I bought a pretty expensive item from a ebay seller, it was marked as shipped but didn't actually ship till a week later when I had to contact the seller, he said that his post office miss placed the package and that it is now shipped out. a week or so later I get the package... it feels very light, although the item I bought should be light in weight this was almost too light. I record myself opening the package and there was nothing but a bit of bubble wrap inside, I contacted the seller and opened a case right away. it seems like the item was stolen during shipping, the seller claims to have insurance on the package but doesn't seem interested in refunding me and we are now waiting for ebay to step in. what's the likely hood of ebay siding with me and getting a refund?
soh.maryl
·4 months agoSo, somewhere between the seller sending the package and you receiving it, the package was opened, whatever was in it was removed, and was replaced with a bit of bubble wrap, then sent on its way to you?
kathiec
·4 months ago@redfo-56
I'm going to agree with @jonathanbrightlight here. Your item not received case is going to be settled in the seller's favor. Since there's tracking showing delivery there's no other outcome possible. You can't open a return case while the INR is active, so you need to close the INR, then open the return.
One other note: there's no need to video yourself opening packages. EBay doesn't accept videos as evidence, as they're too easy to fake.
gator08041971
·4 months ago@redfo-56
To clarify, because while INAD (item not as described) is an older outdated moniker, you are looking for:
Item doesn't match photos or description. But since you have already filed an INR (item not received) you might not have that option.
If that is the case, you will need to go to your method of purchase and file a chargeback instead.
Check and make sure you cannot file a return under item not matching photos or description first. Again, if that option is no longer available, you will need to use your method of purchase to do a chargeback instead. eBay usually only allows you to go through a return process once, or at least it used to.
redfo-56
OP4 months agoyeah I can't open a new report. I will see what ebay does and if nothing I guess ill have to try to charge back
kensgiftshop
·4 months agoEbay will close the INR because tracking shows something was delivered.
When they do:
Go to your purchase history and click return item and select, the item doesn't match the description as the reason.
The seller will have 3 days to accept the return and pay return shipping or refund without returning.
If they don't, return to the case on day 4 and ask Ebay to step in.
klhmdg
·4 months agoFile an Item Not As Described -
Please read the eBay MBG -
Whatever insurance the seller has is immaterial.
Insurance is for the seller.
Please dont bother recording yourself opening things.
It is not evidence of anything, except you opened a package.
Once you can ask eBay to step in, do it.
There is zero% chance eBay wont back you IF you filed a Not As Described.
kensgiftshop
·4 months ago@redfo-56
What kind of case did you open?
If yo filed an INR, it'll be denied because you did receive something.
If you filed an INAD, you should be OK.
The seller will have 3 days to accept the return and pay return shipping or refund without returning.
If they don't, return to the case on day 4 and ask Ebay to step in.
redfo-56
OP4 months agoI did INR because I didn't received the item I bought
jonathanbrightlight
·4 months agoSince the tracking shows delivery of the package that the seller sent, eBay will close that claim in the seller’s favor.
The good news is you should still then be able to request a return for the reason that the item is not as described, since while you received something, it isn’t what you ordered. The seller will not be able to deny the return request and will be required to provide a return shipping label at their cost, if they don’t just issue a refund without requiring you to actually ship back what you got.
redfo-56
OP4 months agook but what happens when I return what I got and the seller claims that they received a empty box just like I did? and now they open a claim on me lol. ill try this thought we will see
klhmdg
·4 months ago@redfo-56 you could send the seller a rock and it wont matter.
Once the item shows returned, the seller either refunds or eBay does it for them.
Dont over think it.
It doesnt matter what the seller claims you did or didnt do.
jonathanbrightlight
·4 months agoThey don’t get that option. At most, in certain circumstances they could withhold up to 50% of the return, but you can then appeal that with eBay.
soh.maryl
·4 months agoHave no idea in that scenario, but haven't heard here about that happening to anyone. Obviously, the seller is not required to refund in that case, doncha think?
redfo-56
OP4 months agoand should I just close the case now and request a return now? or wait for ebay
klhmdg
·4 months ago@redfo-56
NO! do not close anything.
Just ride this one out and see what happens.
Wait for eBay.
redfo-56
OP4 months agook thank you for your help!
jonathanbrightlight
·4 months agoI am actually going to disagree with the other comment on this. Since you opened an item not received case, which is fundamentally different from a return request, it should be ok to close that if it will let you. However, I’m only going on what I know of the process and policies, and I do not have direct experience. It may still be safer even though it takes longer to let it play out. You do have the fallback of a chargeback, but I would save that only for if you run out of options through eBay, partly because those take a while to be decided many times, and partly because it does not seem to affect the seller’s account on eBay in the same way.
soh.maryl
·4 months agoA little refreshing reading about how the MBG works wouldn't hurt.
Item not received is a claim you can open when/if you receive nothing at all, not a single thing, not even an empty package.
Item not as described is the case you open if you did receive something but it's not as described. Evidently the current terminology is somewhat worded differently.
Make yourself well acquainted with these things. Hopefully, you will never have to use them, but wouldn't it be good to know exactly what to do?