Scammed by the seller, then eBay suspended account

[ti_44018]

Hello all,

I would appreciate any of your inputs into the situation we're facing. 

My sister has purchased an iPad (800 EUR, from Italy, to Slovenia) from her new fresh account (she can't even access community forums on that account anymore, due to the issues I will mention afterwards), that was on 10th Oct. She provided my shipping address, because she's mostly in school during work hours, while I am easily accessible to claim the delivery. On 21th Oct., I have received the package. When my sister opened it up (I was there), there was no iPad in the package, but HP dock (low-value item, brick, in essence). The package seller sent was a huge red flag anyway - DHL package, taped all around with "Repackaged" tape and with a torn and scribbled-over "Security checked" sticker. 

Of course, we have then submitted a return request, to which the seller promptly (his only message in this whole process) stated that he's sure he sent the right item and to check whether the package has been tampered with. I think he knew exactly what he was doing, given the package he sent the item in.  During the return request, we have also provided the proof of the item we have received.

12 hours ago, however, my sister's account on which she got scammed was SUSPENDED, due to "Pattern of returning items that are different from the original item sent to you.". I can only assume the seller reported the return and somehow won that case. So her account is now suspended, she can't even leave feedback on the items and I assume eBay won't be returning the money?

I have contacted UPS to obtain proof (if possible) of the seller sending that specific packaging, but we don't know what else to do. She paid using her debit card, so no PayPal option there.

I have used eBay for a long time now and never had anything like that happen. In a single interaction I completely changed my views about eBay customer service, as not only has she been scammed for 800 EUR, but eBay afterwards even suspended her account. That is straight up theft and enabling a fraudulent seller. I know eBay's default route is to side with the seller, as it's a fresh account, I completely understand that. But she was scammed out of her money by the seller and I still think eBay needs to help her.

Is there anything we can do? I would very greatly appreciate any and all help from you all!

[ti_44018]

She has just received a confirmation from UPS that the package was received from the seller in the exact same state (DHL box, taped over with Repackaged tape and with that Security checked sticker).

[bonjourami]

Some debit cards provide buyer protection with purchases. Have your sister contact the bank and try for a chargeback.

[ti_44018]

Thank you for your answer. Yes, today we have filed a fraudulent transaction with her bank - that's our last hope anyway. It's just depressing to see how eBay responded to the situation and offered zero help or sent zero inquiries to clarify the situation.

[bonjourami]

Sorry that happened to your sister, good luck at the bank!

[ti_44018]

Thanks, hope it works out. I would still like to know why eBay decided to side with the seller, and suspending her account, just because the seller probably reported the account. This seems so rudimentarily wrong.

[popenbox]

Here’s what I would suggest to address the problem:

1. Contact eBay Customer Support Directly: Given the complexity of the issue, the first step would be to contact eBay directly. Explain the situation, especially highlighting the fact that the account was suspended after submitting a legitimate return request. Make sure to include all relevant details, such as the photos of the package, the seller's only response, and proof that the item received was incorrect. Since she cannot access her account, you may need to ask eBay to allow her to appeal the suspension.

2. Provide Evidence: Gather as much evidence as possible, including photos of the received HP dock, the packaging, and any communication with the seller. Additionally, once you receive proof from UPS or DHL that the package was indeed tampered with or incorrectly labeled, forward this to eBay.

3. Contact Your Bank: Since the payment was made using a debit card, you can reach out to her bank and inquire about initiating a chargeback for the fraudulent transaction. Explain the situation, providing the details and evidence you’ve gathered. Most banks have a process for disputing transactions, especially if fraud is involved.

4. File a Report: If the situation doesn’t resolve through eBay, it may be worth filing a complaint with consumer protection agencies in your region or the European Consumer Centre, which can sometimes assist with cross-border disputes.

5. Stay Persistent: eBay’s automated processes can sometimes side with sellers by default, especially for new accounts. However, staying persistent and providing thorough documentation may help escalate the case to a higher level.

[ti_44018]

Thank you so much for the detailed response. We have already charged a chargeback fraud dispute with our bank, with all the evidence, timeline and other information provided. I will be definitely filling a report with authorities (locally and EU), however, our focus is first getting the money back. 

Could you please help me in contacting eBay directly - I could not find any emails or phone numbers (which would be an issue anyway, because we're from EU) and contacting them directly (especially from her suspended account) seems almost impossible. We've sent a message using live-chat support (but not as live-chat, rather regular message), however there was no response so far. We will keep trying.

Thank you once again!

[bonjourami]

You can contact Ebay with Facebook or Twitter now, use the message link, but we have been told here that they can not help with suspended accounts.You've tried the Help and Contact link?(below).

[bonjourami]

Just for your own peace of mind, Ebay rarely sides with a seller, they are buyer centric.

[ti_44018]

This was their response:

Thank you for writing back to eBay Customer Service. My name is Imti I will guide you further.

I certainly understand your concerns regarding the wrong item received for order 7-1***** therefore, requesting protection. Allow me to explain this to you in the best manner possible.

In order to help you, I have checked the details on your account and the order details thoroughly. I would like to share that your account is permanently suspended on eBay.

Whenever a member is suspended on eBay, they are not entitled for the protection of eBay Money Back Guarantee. Accordingly, we will not be able to intervene in this transaction. I regret for the inconvenience.

Once again, thank you for contacting eBay Customer Service. I ask for your understanding of our procedure and wish you a nice day. Take care.

So while unfortunately I do believe they do side with customers, apparently they don't want to do anything, because she used a brand new account. I know that it's a big red flag, but I have just seen what the seller claimed he shipped and it's a completely different box. So given that UPS has confirmed he sent the exactly same box and what she received, it's such an obvious lie.