I Won INR Case, then Buyer Opens SNAD Claim and Mentions He Didn't Get the Item

[rivertown-pickers]

So for the first time in my 21 years on ebay I got a INR claim (actually 2) a day apart.  Both tracking numbers show the items as delivered.  I mentioned to both buyers that once the item is scanned as "delivered" it is out of my hands and to check with neighbors, police, etc.  So both cases close in my favor, but one of the buyers kept messaging me regarding his package.  He eventually said he wanted a replacement item (which I don't have) or to refund him or he's leaving me negative feedback (extortion).  I contacted ebay, reported the extortion, and they told me to just let the case run its course and any feedback would be removed (he did leave a negative, but it doesn't show up in my account or his, so I guess ebay removed it automatically).  My funds were returned to me.

All is well until today, when he opens a SNAD return using the "missing parts or pieces" reason and states "I did not receive the item" in the comments.  So obviously he doesn't have anything to return to me, but if I let him try and send him a label he can just send back whatever he wants or and empty package (might have the postmaster open that package!).   I know I'm going to have to contact ebay on this one, but has anybody had any experience with this situation?

[donsdetour]

How much was the item and then with shipping??

[rivertown-pickers]

$50 + $5 shipping

[bonjourami]

I think I would contact Ebay Business on Facebook and have them look at the original item not received case that you won.They are very good about responding there.

[rivertown-pickers]

Just to update this in case anyone reads this in the future...

This turned out REALLY bad.  I contacted ebay regarding the SNAD claim and was told by a rep NOT TO RESPOND TO THE RETURN since it was obviously a false claim since the buyer didn't even have the item to return to me and said so in his comments.  I asked specifically what would happen if the buyer escalates and was told not to worry about it BY A REP!

So last night the case escalated and automatically was found in favor of the buyer (of course).  I contacted ebay again and referred them to the chat manuscript from before and was sent to another department where someone filed an appeal for me based off of the chat from before.  Well I just got a decision on the appeal...NO CHANGE!  Told me to respond to a return within 3 days...um, yeah I KNOW THAT...and that's why I asked an ebay rep specifically what to do AND WAS TOLD TO IGNORE IT.

Needless to say I'm not at all happy...so now instead of the buyer being stolen from he basically with ebay's help stole from me.

[bonjourami]

I wish this had ended better for you. Csr's here often give misinformation..just to get you off the phone and on to the next call. I think all of the regulars in here could have predicted this outcome..but that doesnt make it right.

[rivertown-pickers]

I had a suspicion that was going to happen and that's why I questioned it in the first place.  Thinking back on it I really should have just sent the guy a label and hoped he would have been stumped on what to do....let him call ebay and figure it out.

[bonjourami]

You probably would have gotten a rock back and still had to refund,or Ebay would have forced it. This guy was out to scam, and obviously knew what he was doing.

[rivertown-pickers]

Another update...ebay agreed to remove the defect from my seller account.

[freshw-100]

Please e mail  e bay explaining whole situation. They have to reply you within 24 hrs. Everything in writing have more hold than Verbal communication.  All the best

[bonjourami]

Im glad they removed the defect, at least.

[rivertown-pickers]

I know, that's why I was hesitant to do anything, 'cause according to him he didn't even have it.

The message I got back from ebay regarding removing the seller defect mentions reporting the case again since I did as I was told so maybe something will change but I doubt it.

[bonjourami]

Me too...

[rivertown-pickers]

I did send a message back to them after I got the appeal decision explaining that I did what I was told BY EBAY and the defect should be removed.  I got a message about 10 minutes later saying they would remove the defect and the "case would be reported" whatever that means.  All my contact with ebay was via online chat and those transcripts are emailed to you with a reference number when finished so I have those saved in my email.  Whoever wrote the appeal decision mentioned the fact that I was told to ignore the return so they must have seen the chat where I was told to do that.  If anything else happens I'll post it here.

[dariudaudery_0]

Ebay chat is usually the worst thing to listen to. They have no idea what they are saying themselves. 

My personal guess is that ebay chat CS works for multiple online shops at the same time and they just use same responses for all of them. They are untrained and likely their employer that is not even eBay gives them list of answers that they have to answer from. Likely that firm that these people work for does not even have a specific list of answers for eBay, but all same answers for all online shops.

Just an impression i get from CS, don't think much of it.