Buyer issued return (item not as described)

[krismalicoat]

I have been selling on eBay for almost 10 years, I have 100% positive feedback and 346 reviews. 
i recently sold Apple AirTags to a buyer with a new account and zero feedback. They placed 2 orders back to back for 3 packs of 4 AirTags each, so 12 AirTags in total. 
I bought signature confirmation, insured the package for the full amount, and I even recorded myself at USPS showing each item is new and sealed, packing the items, and dropping them in the box inside, all uninterrupted in high quality. 
The day the package was supposed to be delivered it never got scanned, and the buyer impatiently messaged me letting me know it had not been delivered. I waited 1 full day without responding to them, after about a day I submitted proof of delivery to usps. Within an hour of submitting proof of delivery the package was marked as delivered. So I think it got delivered on the day it was out for delivery, and they just did not scan or get my signature. Anyway after the package was marked as delivered I messaged the buyer stating so. About an hour after I messaged them I had a return request for one of the orders claiming they had received only 1 AirTag. I told them I had video of me packing the items but they told me to shove it basicslly. I called eBay, and eBay gave me the run around **bleep**, and just told me to accept the return. Later that same evening I got a refund request from the buyer for the other order they made. They had made an “item not received” claim, I told them “no, the package is delivered, take it up with eBay” and then shortly after this that case was closed and I had another return request for the same order which I ended up having to accept also. 
i already know for certain whatever I receive back will not be my AirTags, but what else can I do? What else could I have done to protect myself from this? I’m about to lose 400 dollars in total value and for me as a small time seller that’s a big dent. I need this side income to stay afloat and I’m pretty f’ed right now. 
I will be recording myself opening the return package but I’ve done this before and I’ve had to eat it in 3 other occasions losing the money and items because eBay doesn’t seem to protect its sellers very well imo. What can I do? 

[orangehound]

Some pointless things to do:

• Signature confirmation on shipments under $750
• Video and photography of packing sales or unpacking returns ... eBay doesn't consider such things.  You can, however, submit this into law enforcement reports.

Some things to do:

• If you are a top rated seller, then offer 30-day returns ... (if not, then offer free 30-day returns).  This will activate some seller protections against fraud, such as if the buyer doesn't return back your items.
• Avoid selling high-theft items if you do not have the protections activated.
• Avoid selling high-theft items if you are an inexperienced or casual seller ... thieves look for such sellers.
• Avoid selling high-theft items on eBay at prices that are higher than the going rates for an item ... ignorant buyers who over-pay are rare, but smart thieves who over-pay are common because they ultimately don't plan on paying.

[krismalicoat]

So basically because I don’t offer returns I’m f’ed. Awesome. But you said some seller protections, which would lead me to believe that even if I had free 30 day returns I could still have this happen and lose.. right? 

[itscalledapostingid]

If the buyer sends back something different you will need to report the mail fraud to police, USPS and IC3 and submit those police reports to ebay in an appeal for them to cover your losses.

There has been plenty of discussion on the community regarding this topic. You may want to search the community for more info.

[orangehound]

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@krismalicoat wrote:

So basically because I don’t offer returns I’m f’ed.

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Not necessarily.  Sometimes buyers lie about the return reason (abuse the Money Back Guarantee) in order to avoid paying return shipping costs or to force a seller to accept a return when the seller doesn't take returns.

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@krismalicoat wrote:

But you said some seller protections, which would lead me to believe that even if I had free 30 day returns I could still have this happen and lose.. right? 

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Yes, you would still have some loss.  If a buyer does not return your items (say they return a rock), then you can withhold up to half of the refund ... and reporting abuse of the Money Back Guarantee would mean that you don't have to pay return shipping fees.

But most importantly, by having those seller protections in place, then your listing would look unattractive to a thief, and they would pass you over and target another victim.

[blu_owlie]

Tell the buyer you have video evidence and you will take it to law enforcement if necessary. Ask them if they know that using USPS for fraud is a felony.

[mudshark61369]

@krismalicoat,

  "I bought signature confirmation, insured the package for the full amount...  So I think it got delivered on the day it was out for delivery, and they just did not scan or get my signature". 

Did you go to the USPS site and check the tracking information there to see if the package was signed for?  You should do that, or call USPS customer service to see if a signature was received.  You may be able to file an insurance claim with them if they did not get a signature.  The USPS may have to accept fault because you have the video.

  "Later that same evening I got a refund request from the buyer for the other order they made. They had made an “item not received” claim, I told them “no, the package is delivered, take it up with eBay” and then shortly after this that case was closed and I had another return request for the same order which I ended up having to accept also".

If they filed an item not received request you should have responded to it by posting the tracking number showing a delivered scan.  Then they would not have been able to open another dispute.

It definitely sounds like you have a scammer on your hands. Unfortunately, ebay seller protections only work for Item Not Received cases, where tracking has a delivered scan.  I would accept the return sending the return shipping label. Tell the person to send it back in the same package with the same packing materials. 

When you get it back do not open it, but take it to the P.O. and have them weigh it. Bring your video with you. If it shows unopened 4 packs note that one or more was sent back opened.  According to Apple's specs each package or unit (they do not make it clear which)  weighs 3.9 oz. so if the weight does not match what you sent, file a claim with the USPS postal inspectors at the P.O.. Then message the "buyer" telling them you have filed the fraud claim and add the claim number.  You will have to refund them, but if the USPS finds in your favor you can report the claim by filing a MBG abuse with ebay, use the link below.

https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084

Sometimes, letting a scammer know they have had a USPS mail fraud complaint opened against them, causes them to suddenly "find" the missing/correct items. It has worked for me twice.   Keep contacting USPS about your claim.

[donsdetour]

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@krismalicoat wrote:

I have been selling on eBay for almost 10 years, I have 100% positive feedback and 346 reviews. 
i recently sold Apple AirTags to a buyer with a new account and zero feedback. They placed 2 orders back to back for 3 packs of 4 AirTags each, so 12 AirTags in total. 
I bought signature confirmation, insured the package for the full amount, and I even recorded myself at USPS showing each item is new and sealed, packing the items, and dropping them in the box inside, all uninterrupted in high quality. 
The day the package was supposed to be delivered it never got scanned, and the buyer impatiently messaged me letting me know it had not been delivered. I waited 1 full day without responding to them, after about a day I submitted proof of delivery to usps. Within an hour of submitting proof of delivery the package was marked as delivered. So I think it got delivered on the day it was out for delivery, and they just did not scan or get my signature. Anyway after the package was marked as delivered I messaged the buyer stating so. About an hour after I messaged them I had a return request for one of the orders claiming they had received only 1 AirTag. I told them I had video of me packing the items but they told me to shove it basicslly. I called eBay, and eBay gave me the run around **bleep**, and just told me to accept the return. Later that same evening I got a refund request from the buyer for the other order they made. They had made an “item not received” claim, I told them “no, the package is delivered, take it up with eBay” and then shortly after this that case was closed and I had another return request for the same order which I ended up having to accept also. 
i already know for certain whatever I receive back will not be my AirTags, but what else can I do? What else could I have done to protect myself from this? I’m about to lose 400 dollars in total value and for me as a small time seller that’s a big dent. I need this side income to stay afloat and I’m pretty f’ed right now. 
I will be recording myself opening the return package but I’ve done this before and I’ve had to eat it in 3 other occasions losing the money and items because eBay doesn’t seem to protect its sellers very well imo. What can I do? 

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Hmm I suspect they intended to scam you from the beginning.

Also blocked bidders list : as well as report them for return abuse when you get what ever they send you back...

https://www.ebay.com/help/policies/rules-policies-buyers/abusive-buyer-policy?id=4374 

File fraud and theft with Law Enforcement as has been suggested.

Also remember rule No. 1 of selling on the Internets:

If you can not afford to lose item and all money paid for it:

Do not sell it on the Internets.

Was this sale an in country sale or out of country??

edited to add due to the product this is about, also expect a review from eBay.

[1tuna]

"If they filed an item not received request you should have responded to it by posting the tracking number showing a delivered scan.  Then they would not have been able to open another dispute."

I have heard this before but I do not understand it

if a buyer files an item not received and then the item arrives they can sure as heck return  it I think.

why woud a claim  for a late item or INR stand in the way of a SNAD.

lots of buyers close an INR and then open up a return. at least I think they do/can

can you please enlighten me

@donsdetour 

[orangehound]

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@mudshark61369 wrote:

@krismalicoat,

If they filed an item not received request you should have responded to it by posting the tracking number showing a delivered scan.  Then they would not have been able to open another dispute.

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Unless I misunderstood what you are writing, this isn't accurate.  First, eBay allows a buyer to file an Item Not Received claim, and if that claim is closed, then eBay will allow a Not as Described claim.   But, a buyer cannot open multiple Item Not Received claims, nor can a buyer open multiple Not as Described claims.

Second, a buyer can always open a dispute with their debit or credit card company.

[donsdetour]

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@1tuna wrote:

"If they filed an item not received request you should have responded to it by posting the tracking number showing a delivered scan.  Then they would not have been able to open another dispute."

I have heard this before but I do not understand it

if a buyer files an item not received and then the item arrives they can sure as heck return  it I think.

why woud a claim  for a late item or INR stand in the way of a SNAD.

lots of buyers close an INR and then open up a return. at least I think they do/can

can you please enlighten me

@donsdetour 

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From original post.

"About an hour after I messaged them I had a return request for one of the orders claiming they had received only 1 AirTag."

This mess turned into a item not as described case;

Please reread the original post.