Fraud return — eBay France ignored evidence — appeal denied — $245 wrongly deducted
I am a Thai seller who shipped an authentic POP MART Labubu x Hello Kitty Secret Plush Pendant. A French buyer filed a fraudulent return claiming wrong item sent.
I submitted overwhelming evidence including:
- Full packing video proving correct item shipped
- Buyer deleted ALL fraud videos during investigation
- Buyer possesses 3 confirmed counterfeit Labubus
- Buyer refused return even when I offered to cover 100% shipping cost
- eBay France failed to assist with return label despite 6 agents and multiple requests
eBay France handled this US transaction incorrectly, closed case in buyer's favour and denied two appeals without reviewing evidence. $245 incorrectly deducted. Case ID: 5377328919
Has anyone experienced this? How did you escalate beyond eBay France to reach eBay US Trust & Safety?
Evidence: https://drive.google.com/drive/folders/1wCiFF49JGY94uCrV_BWq-MPhObva4X2i?usp=sharing
8 comments
albertabrightalberta
·4 months ago"I submitted overwhelming evidence including:
@ponksho
Video "evidence" is useless.
Ebay doesn't view videos nor do they accept them as evidence of anything.
IMPORTANT EDIT:
@ponksho
If you want to be able to prove authenticity and reassure buyers, you need to use YOUR OWN PICTURES in your listings and show detailed closeups of the elements that prove authenticity.
Using stolen stock and internet images don't help your case.
When the buyer opened the claim, did you accept it and tell the buyer to find out what shipping would cost so you could send them the money via Paypal?
Since you're located in Thailand, you aren't able to send the buyer a return shipping label so unless you want to refund the buyer without the return, you need to send them the money so they can buy a label themselves.
ponksho
OP4 months agoThanks for the detailed explanation. I didn't know eBay doesn't accept video evidence at all — that's important to know. I'll switch to using my own listing photos with proper closeups going forward. The PayPal shipping label tip for Thailand sellers is also something I wasn't aware of. Really appreciate it.
tobaccocardyahoo
·4 months agoNo one viewed your evidence. If you did not agree to accept the return and provide for return shipping, you lost the item, the payment and the Ebay fees.
Resolve your problems with buyers, do not think that you can prove they are liars. You cannot.
The same results would have been found if this dispute was on Ebay.com.
Ebay does not run a court of law. Sellers who cannot handle their customer service conflicts lose.
ponksho
OP4 months agoThat's a hard lesson to learn. I didn't fully understand how accepting or not accepting a return affects the outcome. Thanks for breaking it down, I've noted it all.
krazzykats
·4 months agoNo, eBay buyers are not required to return a counterfeit purchase.
ponksho
OP4 months agoThat's really useful to know. I wasn't aware that closeups of the tags, marks and face matter that much, and I'll make sure to include receipts as well. Good to know about the counterfeit return policy too. Thanks for taking the time to explain.
kensgiftshop
·4 months agoDid you ask for the buyers Pay Pal information so you could send them the funds to cover the return shipping?
ponksho
OP4 months agoGood point, I hadn't thought of that at the time. I'll definitely keep that option in mind going forward. Thanks for the tip.