SNID after buyer admits to losing the item.

[glen.tech]

So, I sold an iphone. The customer said an app was crashing and asked me to send him a second Iphone and let him keep the first. After explaining that I could not do that I offered a possible return or having Apple help under warranty. Then he said he spoke with Apple and they could help but it would take too long so he wanted to return it. . The item never got scanned in at the post office. Then he said several things. He has been messaging me for 3 months now every few days. At one point he claimed that he handed it to someone in the parking lot and it was stolen. Then he said that he dropped it off but didn't get a receipt. Then he said he did get a receipt but threw it away. Then he said he handed it to someone in the lobby that looked like a postal worker. All the while asking me to "work with him." Then he claims he opened a police report for it being stolen, and he also claimed he had an investigation done at the post office but they couldn't determine anything. Finally today he opened a charge back as Item Not as Described.

My main question is what is the best evidence to provide. Should I focus on providing the serial number and documentation showing it was legitimate, though there is no way to prove to the bank that this is in fact the same unit shipped except that the customer admits in email that Apple had been willing to help him. Or should I instead focus on providing the documents showing where the customer goes into excruciating detail (though constantly changing his story) about how it was stolen from him. I am not clear on what the best approach would be in this situation. I don't want to provide so much information that the person looking at it doesn't even read it (he has sent me enough emails now to fill a novel) so just want to focus on what is most important in order for me to win this claim. Anyone have any relevant experience for this type of situation?

[rebell45]

I'd go with him claiming it was stolen,  can't blame that on you.

[ittybitnot]

@glen.tech 

You are in managed payments.  To contest a SNAD claim (payment dispute through the buyer's payment source) , you get to offer ONE photo.  There is no option for "return for refund", and no place to supply any text other than that one photo.   I would suggest strongly that you contact someone in Mpayments to advise you of what to put in the picture you get to send in your defense.  

Did the buyer initially file for a return through eBay?  

To what city/state did you send this phone? 

[glen.tech]

Thanks for the reply. It was Chippewa Falls WI . He did initially file a return through eBay but the shipping showed it was never returned and Ebay eventually automatically closed it. He initially filed that as a defective item return. Then when he opened his case with the financial institution he also filed as defective. He then emailed me and explained that this was not the real reason, it did not have the reason as an option for him to select (having had the item stolen) and so he chose that one.

[divwido]

Sorry but it's SNAD-Signiticantly not as described.

[vintagecraze50]

The lengths and excuses these scammers will “work on” is utterly amazing.

[glen.tech]

yea I noticed that but decided it was pretty funny so left it:) Sorry about that stupid error.