eBay

shopkiger2 · ‎09-01-2019

A buyer contacted me about receiving an empty package and opened a case for a refund. The buyer sent photos which showed the item was ripped open and was empty. I contacted ebay about it and they closed the case in my favor since tracking confirmed that the item was delivered.

Now the buyer has opened a return request claiming the item is "defective or not working". Now what happens since ebay did close the case in my favor?

rixstuff · ‎09-04-2019

Yep and the sooner the better too!

mam98031 · ‎09-04-2019

It is just unusual for Ebay to make the buyer work that hard for a refund. But hey, things change fast around here, so I could have easily missed something.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

brian@ebay · ‎09-04-2019

@mam98031 wrote:

@shopkiger wrote:
I realize I am still at risk and this is why I have contacted ebay at least once a day to make sure that this is still what they are offering. All this has been noted. They have yet to hear from the buyer. They need details from her to offer a courtesy refund. I've informed her of this but I have yet to get a response from her either.

What details? This all sounds very strange to me. Taking days for Ebay to resolve as well as requiring some additional info from the buyer before they will issue a courtesy refund. I'm not saying it can't happen, but I am saying I've never read a story like yours before. Could be something new, IDK.

tyler@ebay

@Anonymous

brian@ebay

Hi @mam98031, there may be times where additional documentation is requested from a buyer to determine the appropriate next step in a case. If a seller has been notified we are waiting for more information from the buyer, then the seller wouldn't need to take any further action until told otherwise. If there are any additional questions not addressed by the information available in the case or from any communication sent by eBay related to the case, I recommend that Customer Service be contacted.

Brian,
Community Team

mam98031 · ‎09-04-2019

brian@ebay wrote:
@mam98031 wrote:
@shopkiger wrote:
I realize I am still at risk and this is why I have contacted ebay at least once a day to make sure that this is still what they are offering. All this has been noted. They have yet to hear from the buyer. They need details from her to offer a courtesy refund. I've informed her of this but I have yet to get a response from her either.
What details? This all sounds very strange to me. Taking days for Ebay to resolve as well as requiring some additional info from the buyer before they will issue a courtesy refund. I'm not saying it can't happen, but I am saying I've never read a story like yours before. Could be something new, IDK.

tyler@ebay
@Anonymous
brian@ebay
Hi @mam98031, there may be times where additional documentation is requested from a buyer to determine the appropriate next step in a case. If a seller has been notified we are waiting for more information from the buyer, then the seller wouldn't need to take any further action until told otherwise. If there are any additional questions not addressed by the information available in the case or from any communication sent by eBay related to the case, I recommend that Customer Service be contacted.

Thank you Brian. I have not read a case like this on a thread before. Maybe part is due to the holiday weekend we are just on the other side of. But I've not know of a case taking 4+ days in the hands of a CSR. Now I know. Again, thank you for explaining.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

queenjunker2 · ‎09-04-2019

You do nothing. Case is closed. She or he was trying to scam you.

mam98031 · ‎09-04-2019

@queenjunker2 wrote:
You do nothing. Case is closed. She or he was trying to scam you.

The case is NOT closed. The CSR handling the claim has not yet closed it.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

queenjunker2 · ‎09-04-2019

E-bay gave you the correct answer.

shopkiger · ‎09-04-2019

Thank You!

dare-2046 · ‎09-04-2019

brian@ebay wrote:
Hi @mam98031, there may be times where additional documentation is requested from a buyer to determine the appropriate next step in a case. If a seller has been notified we are waiting for more information from the buyer, then the seller wouldn't need to take any further action until told otherwise.

Um, this instead is the work-it-out period. eBay certainly is not waiting for more information from the buyer. Hence the buyer has wisely gone silent as this is not one of those there may be times.

If the buyer has the smarts to start a return request after a closed INR, the buyer also knows, perhaps better than eBay CS, how a return request proceeds. Meanwhile, we watch as the seller approaches a trip and fall.

equid0x · ‎09-04-2019

@shopkiger2 wrote:
A buyer contacted me about receiving an empty package and opened a case for a refund. The buyer sent photos which showed the item was ripped open and was empty. I contacted ebay about it and they closed the case in my favor since tracking confirmed that the item was delivered.
Now the buyer has opened a return request claiming the item is "defective or not working". Now what happens since ebay did close the case in my favor?

By the rules... buyer should not be able to open a second case.

Personally, I have had items delivered to me where the package was clearly ripped open already. I would not assume the buyer is lying.

Return should get closed since there is no item to return. I would call in.

If you sell in volume... maybe easier to just eat it. I don't have a lot of time on my hands... do you?

If buyer can provide pics of the package... absolutely open a case with USPS if thats how it was sent.

equid0x · ‎09-04-2019

@fern*wood wrote:
I believe ebay allows for two different cases to be opened under certain circumstances. For instance, if I filed a INR case because it was 2 weeks late, and then received the item, but discovered it was not as described. This sounds like what the buyer did. It could be legitimate, so ebay has to have a process for this occurance.

As with most protections, though, there is always the possibility for abuse.

eBay doesn't give a **bleep** which case was opened. They will let the customer open 6 cases if the customer feels its necessary.

equid0x · ‎09-04-2019

@vintagecraze50 wrote:
The PO usually puts the item in a plastic bag with stickers on it saying it was damaged in transit. Sometimes not, but most of the time Yes. They also should indicate if the package is empty.

This is true.

BUT I have personally received an item that was clearly ripped open and delivered with no issue, except the contents were not in the package.

Seller needs to get pics and take this up with USPS. As far as the customer is concerned, refund them. You have no evidence to prove otherwise, regardless. Its really all your can do.

Even if the buyer is lying you probably have no way to prove this. If you fight it with eBay you're just digging yourself deeper in a hole, because eBay gives zero **bleep**s.

equid0x · ‎09-04-2019

@shopkiger2 wrote:
So I called ebay. I was told not to respond to the return request. They told me the buyer could or could not be lying so they want to deal directly with her. They need more information from her in order to make a decision about a possible refund. I was also told they would want her to contact her post office, USPS and possibly file a police report and through all that they would need to communicate with her, not me. If they decide she is telling the truth they will offer her a courtesy refund and I will be notified once they make the decision and refund her.
The representative seemed just as confused as I was about the buyer accusing me of not sealing the package although in the photos the package was sealed but was torn on the back. But another photo showed the bag unsealed. She never commented about the bag being torn.

Thats a bag thats been opened by hand.

Send the buyer USPS affidavit if they refuse to fill it out you have a scammer on your hands.

In either case, open USPS IG investigation.

If item wasn't $1000+ police won't give a **bleep**.

Thats all you got. If you sent it insured... IG investigation MAY get you your money back.

eBay won't care.... they don't care... useless to contact eBay unless you want a defect on your account.

equid0x · ‎09-04-2019

@shopkiger2 wrote:
I spoke with ebay and they seem to be suspicious of the buyer and told me not to respond to the return request and said they wanted to speak with the buyer directly. They want her to contact her post office, USPS and possibly file a police report (which is a bit much). They said if they believe she is telling the truth they will offer a courtesy refund. If they think she is lying they will just close the case.

eBay may know that this is a scammer but I would consider that exceptional. I would still proceed with filing everything else regardless of whether you provide that info to eBay...

for $30..... probably not with the time.

equid0x · ‎09-04-2019

@shopkiger2 wrote:
I've been there done that. I've ordered items I never received AND had packages delivered that were never found. Not once did I contact the seller with an attitude or even contact them at all UNLESS there was no tracking.
How can a seller be responsible for making sure your package does not get stolen or damaged during delivery? We can't hand deliver these items personally. Unfortunately it's the risk of buying online.

Well, they can't. But eBay has no problem ripping the money right out of the Seller's PayPal account to refund the buyer.