Buyer exploiting a loophole. Do I have recourse?

[goodformost]

I want to Thank You in advance for reading this and hopefully helping me resolve this situation as It is really affecting me in a negative way. I have a buyer who made a purchase at 7:30pm on Sept 1. Then he makes a separate purchase at 11:33pm the very same night.

So because I offer free shipping, I decided to place both orders in the same box. I even upgraded it to priority 2day shipping AND gave him some bonus FREE PRODUCTS, because that’s what I do for all first time customers. Well, and repeat customers.

So I ship it Thursday the 2nd and it’s delivered Saturday the 4th. Fast forward one week from the day his order was delivered, to the 11th. First he leaves positive feedback for purchase number 1. Immediately after which he files a claim with ebay saying he never got order number 2 which was in the same box!

I tried to add the shipping info to order number 2, but I got a notification saying that tracking number was already in use! I am flustered because I have security cameras in my stockroom where my orders are prepared and shipped.

However, after staying up literally all night last night going through one full week of 24hr a day footage, the video was not clear enough to capture what was put into the box. I have asked the customer to describe the box he opened and he deflects and is basically telling me that he knows ebay will judge in his favor and unless I can prove it with videos or photos then he is content on sitting back and waiting for ebay to rule in his favor!

My only hope it appears, is that the employee who packed up the order, hopefully documented the two orders going into the same box. If not I will be out the product as well as $30 for the refund.

My question is, surely ebay is aware of this sort of scam and do they keep in mind that I have a flawless record as a Top Seller with 100% feedback who goes way beyond to ensure a perfect buying experience on their platform? I feel like if they don’t have my back on this, then I’ll probably be moving my entire business to another platform.

Can someone PLEASE help me with not only this instance, but how to avoid it in the future. Also, for posterity it should be noted that I do almost every bit of the online business through eBay’s mobile application. Thank You Again and Have A Wonderful Day!

[wooden_flower]

I defer to @comics-scifi-collectibles  - it sounds like you will not be able to enter the tracking # into the claim, so I would contact customer service has suggested.

When you pack multiple items in one box, either enter the tracking # on the second order right away, or, better - combine the orders through eBay shipping so that the tracking is automatically added to both items.

[comics-scifi-collectibles]

@goodformost   eBay will not take videos as evidence so you are just wasting your time taking them.  

The mistake was that when the label was printed you have to select both items THEN select print shipping label from the top of the list.    

Then on the next page it asks if you want to combine orders, adjust package weight and size as needed.  

The tracking number is then applied to both items.

Right now you have no way to prove within eBay's system that you shipped both items.  I am sorry to say but you are going to loose this case.    If you ask eBay to step in they will rule in the buyers favor and you will get a defect and you won't get your sellers fees back and the buyer will still receive a refund.  

If you wish to  talk to customer service here are the two ways to do so:

If you have a North American phone number, you can select the option to have eBay call you.

(If you don't have a +1 phone number, then use the human chat option or social media instead.)

1 . https://www.ebay.com/help/account/contact-ebay/contact-ebay?id=4379&st=12&pos=1&query=Contact%20eBay...

Scroll to the bottom of the screen, click "contact us".   Drill down to the topic you need assistance with.  

When the chat box pops up if live help is needed click "see more" then click "contact an agent". This bypasses the chatbot and you can either chat with or get a call back from a real person.

If you are using a cell phone turn off the spam filter or it may block the call back

2. Or you can also contact customer service by sending a private message on social media. You leave a message and an eBay employee will get back to you as soon as possible. To speed things up you can leave your registered account information in the PRIVATE message: Full name, address, phone number, email address, user ID, and a brief explanation of your problem.

https://twitter.com/askebay
https://www.facebook.com/eBay/