Buyer Claims Received Empty Box

[nifty-tech-llc]

20 years of selling and this is a first. We sold a $650 item and the buyer stated that they received a empty box. This was a 3lb item that was sent out via USPS Priority mail with signature tracking and full insurance. The customer claims they just now opened the package due to being in the hospital with covid. The buyer simply opened a return. I have the standard 4 options, Accept Return, Give a full refund, offer a partial refund or contact buyer. If i do not reply they will just escalate and it will close automatically and refund. If I reply they can then escalate as well. Surely not offering a refund on a item they received so not sure what we are suppose to do. I for the life of me cannot find any phone number that works to physically call ebay. The contact us simply leads in a big circle. Any advise is welcome.

Regards

Shane

[nifty-tech-llc]

Update to the update. In less then 8 hours ebay denied the appeal stating that the customer did not receive the item and for us to file a claim with the insurance company. Great advise but we already tried that and that was of course denied as well being the package shows delivered. So follow up for all you guys selling high dollar stuff

1. we sent via delivery confirmation and signature confirmation

2. buyer claimed empty box and got a refund

3. Ebay says sorry cannot help you refunds the customer and did not even refund our seller fees.

So no mater what you do, seller protection means 0 and you have no protection against the thieves that will continue to thrive on Ebay as they are not putting any effort forth to stop them. Good job ebay on protecting a 20+ year seller. Back to selling $10-15 dollar items.

[auctionairecorp]

1. You are going to get "item not recieved strike" which raises final value fees. Search for "additional final value fees" in ebay's help files. Don't listen to the ebay cheerleaders and sycophants on this forum, research it for yourself.

2. You can get the ebay fees on this problem returned to you, but you have to ask for them, they are not returned automatically. ebay and their proxies on this forum make it look like you can't fees back in order to get you to do a refund in the first place.
ebay makes 65% profit on shipping labels. If the buyer got a box of rocks, the liars on this fourm would suggest having them sent back, even though you would get another ebay defect ( a return),  returns cause higher ebay fees.

3. Closed cases are still cases. Cases can cause higher final value fees. Search for "additional final value fees" in ebay's help files.

4 "Calling the cops" was a distraction made by  the ebay cheeleaders. What could the cops possibly do? , bad advice made by ebay volunteer proxys.

5. Look for your stolen product on ebay. Let's face it you got ripped off. The reason that you got ripped off is because ebay literally encourages returns, and does nothing to stop people like the one that ripped you off. ebay makes a lot of money on returns, and then they make higher final value fees from victums like you. Your product is likely already for sale on ebay. 

That thief is going to continue to rip off more ebay sellers. He will be asking for refunds but not opening cases for a while, but soon he will be right back at it.  Report the buyer. ebay won't do anything than open a case by calling into ebay support.

[rosered1921]

Did the buyer file a police report?  If they did, ask them for a copy and give it to your carrier, if they didn't, ask the buyer to file one.  Ask the buyer to keep the packaging as well.  You need to open a damaged in the mail case not an item not delivered.   Also, ask the carrier to check lost items for your item.  It is very easy for a machine to damage the packaging and the item to go loose in the mail stream.  

[nifty-tech-llc]

Ebay claims they have a incident report filed but they will not provide it to us. Been trying to get this with zero luck. Ebay seems to be more combative then helpful at this stage.

[resale-opedia]

Did you ever follow up on this. I am going through some thing right now and it's painful.

[santamonicajeweler]

Take the Buyer to Small Claims Court

You have two options; file on Buyer's County of jurisdiction or your County of shipping address. You need;

- Copy of your Sale's venue, that's your contract with Buyer

-Shipping documents showing a 3 pound package was sent

-Tracking records showing item delivered

- All communications with buyer 

Forms are straightforward and costs are minimal at $20-$30 

First, file  a claim on your County's Small Claims Court against Buyer with eBay being co-defendent. Serve them both. Then doors will open for you. At minimum, you'll get a copy of that Police Report from eBay to start with

Buyer could change jurisdiction to their county of residence, if they are smart. eBay needs to talk to you and give you all the evidence on the case. eBay has no choice but to comply. If changed jurisdiction, buyer will be liable for travel expenses. All depends on the judge and strength of your case, how things will go. At this point you have all the evidence at your disposal.

At this point, you've all the possible evidence, consult an attorney and see what are the chances of wining this case and then decide. If you sent a 3 pound package and Buyer claims an empty box was received, I am sure carrier will have a record of having delivered a 3 pound package. That piece of evidence is your Ace in the hole 

You have one year to file 

[free.deal]

Please search "empty box" scam in this forum. There are already numerous complaints about this scam recently. Buyer claimed received empty box and sent a fake police report to eBay to satisfy the requirement to get the money back from the seller. Seller's evidence means nothing to eBay.

[nifty-tech-llc]

I ended up filing a complaints with the BBB and Ebay refunded it at that point.

[monster-deals]

---

@splashpage wrote:

I have a policy of standing in front of one of my security cameras any time I package any item valued over $500 in case an insurance claim is ever needed and my packing skills are brought into question. Never for a moment thought I might need it to prove I actually packed something up.

While it doesn't help you in this case

---

It won't help anyone ever in any case.

Ebay 1000% is not going to look at it to change a return.

[analog215]

There may be a silver lining here because I just won a appeal in a open box scam and I have another item involved in the same scam but I have my ducks in a row and should end up ok.......so here we go first look at the buyers account .....are they based in the US ? Was this purchase made by a new account with very low feedback or a account with zero feedback in over a year? Im getting hammered by Russian scammers right now and I have probably learned more in the last 10 days than in the last 18 years of selling on ebay. Heres the road you need to go down. Ebay can look at the registered users account and see if the address on that account matches the address you shipped to......next.....they can also check the ip address associated with the account to see if they location matches. In your payment summary look at the phone number provided below the address to make sure the area code is the same one you shipped to. Heres how I won my last case through 2 appeals......the buyers account was based in india with a shipping address going to a 3rd party shipper in Delaware. If a buyer has a package shipped to a address thats not associated with their account is voids the 30 day money back guarantee. 

[nifty-tech-llc]

False, ours was shipped to freight forward then to Russia and Ebay knew it. We always cancel any order going to a freight forward but this one used a odd address setup we did not catch. The freight forward even emailed us the tracking number and weight of the package that went to the customer and it was 6lbs, which is not a empty box. Sent to Ebay still got denied. Ebay stated they filed a police report, which i find hard to believing since they are in Russia.

[santamonicajeweler]

@nifty-tech-llc 

I think they did file a Police Report with a small fee. You can pay your way on anything in Russia 

... We don't understand the concept here in U S 

[suzysemporium]

Honestly, I wonder what Ebay would do if both the buyer and seller filed police reports? The seller also filed with ICE-internet crime I think it is, and postal fraud with the carrier.

I had the empty box scam, and I ended up refunding. They thanked me saying they don't like scammers. I didn't respond, and blocked them. I don't like scammers either.

[santamonicajeweler]

I wonder if it's time to mail in clear hard plastic top boxes. All could see what's inside the package !?

[kh-gary]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.