Abusive buyer

[fleur502]

I'm curious if anyone has had a similar situation. I am a seller that has been selling on ebay for 20 years. My feedback score is 100% positive, however, in the last two months I have tried to sell two cellphones, both in great condition (they were in my family, single owner, I had them checked out by an Apple store tech) and both times the buyer was trying to get me to refund them without sending them back due to "item not as described". In the first case, ebay told them to keep the phone, refunded them out of ebay funds, not mine, and closed the case. The second time around I received threatening, mean messages from the buyer who posted photos of some other phone that was damaged and claimed it was the one I sent. Since I was careful to take lots of photos of the phone and its packaging and accessories before I sent it, I called ebay customer service to report the buyer as fraudulent. They said to issue a return label to the buyer and wait to inspect the phone when it is mailed back. I did that. The buyer didn't want to return it. I waited a week. Finally I decided to check the feedback and saw they left really negative comments. I asked for it to be removed and it went to the buyer instead of ebay. They doubled down on the comments and called me everything you can imagine. Who needs that kind of abuse?? My fear is that I will receive a phone back that isn't the one I sent. I have the serial number of the original so of course I can check but the buyer also told me that they never turned on the phone! So it's possible I won't be able to turn it on if they dropped it in water, for example, to check the serial number at all. I'm reading a lot about how ebay favors buyers over sellers so I'm looking for any reassurance that justice will prevail here. It was an excellent phone I should have sold to someone locally. It's just too easy to claim something is "not as described" with electronics and then return a damaged good. Is it a thing these days to do this with used cellphones?

[dbfolks166mt]

who do I report the IMEI to if it is in fact stolen? Is there a website or database or do I go to the police?

     There are a couple just google IMEI blacklist. I have used it for a couple of phones I have lost over the years but I can't remember which specific site I used. It's also a good place to check if you are buying a used cell phone to make sure the phone is not on the list. Once on the list it is VERY difficult to have it removed. 

[smabrouk]

I cannot imagine that any micro-scratches could be created during shipping.   The buyer either wanted a new, but used, phone or the buyer is not being honest about what was received.  This buyer could already own a green iPhone like yours and intend to swap it for your phone which is in better condition.  Unfortunately, it seems more likely that your buyer has less than honorable intentions.  It is sad that you are having this very negative experience — it should not be this way. 

If you do not receive your phone back from the buyer, you should report the phone as stolen and have the phone locked so that anyone trying to use it cannot do so.

After reading about the various troubles related to selling/buying phones and electronics on eBay on the eBay Community forums, I cannot imagine buying or selling a phone on eBay.  My sister has sold her used electronics to companies which resell them or recycle them.  I tend to use my electronics for a LONG time and I am very protective of them.  For example, my iPhone 7+ lives in an Otterbox Defender case for which I use the holster as additional screen protection; this version of the case had a built-in a screen protector as well.  Since the actual phone has not been handled since it was put in this lovely protective case, it is in pristine condition and works like new.

I wish you all the best with this. 

[longbow_lighting]

Hello!  I had two instances where two separate buyers bought a pair of headlights.  Received them, then opened an "item not as described" return.  I sent return labels and received a small plastic envelope, in both cases, instead of the headlights.  Both buyers were new accounts with zero feedback.  I contacted eBay, sent pictures, and kept calling until they referred me to their fraud department. I signed an affidavit for each case and though the buyers were refunded, it wasn't from my funds.  Both buyers are no longer part of eBay.  In many cases eBay is pro buyer but if you keep calling and have evidence of what actually transpired they are fair to the seller.

Also, a buyer must return the item for a refund but you, the seller, must follow the guidelines, such as sending the return label in time, reporting the buyer if there's an issue, etc...

[fleur502]

So the phone arrived today and it IS my phone just as I sent it! I will say that the buyer initially uploaded photos of a different phone that was damaged. I'm thinking now that is how she though she could get refunded and keep the phone. It wasn't until I reported her as a fraudulent buyer that she decided to send it back rather than get checked out by ebay or at least put on the radar for future purchases. I will issue the refund but I will also keep in mind this information that so many here have offered me and never sell anything for over $10 again! In the meantime, I really wish I could make that feedback go away...

[fleur502]

The feedback itself doesn't violate ebay policies but the photos the buyer included are not of my phone. I received it back yesterday and I stand by the original description as "excellent" pre-owned condition. It was a pre-owned phone so obviously not new but the buyer exaggerated the claim that there were thousands of 'microscratches' when there were none. She uploaded dark, blurry photos so one can't even tell what she's referring to. She also said there was "filth" and discoloration around the Apple logo which was false. I think she changed her mind and didn't want the phone anymore or, which is possible, she simply wanted to keep the phone and get a refund. She harassed me by sending 15 messages in a 24 hour period demanding that I refund not only the price of the item but the amount it would take to correct the cosmetic flaws, so double the amount. I did not bend to the pressure to do that but followed the ebay protocol and sent her a return label.

She returned it and I inspected it and issued the refund, no problem. There is absolutely nothing wrong with this phone. I read the policies and found this buyer to be in violation of the following: 1)"Returning an item with the reason that it was not as described when it was described accurately." And 2) "Sending messages to force or intimidate the other member into something outside of the original agreement."

[sextons-sweet-deals]

Never sell phones on eBay.  If you do, keep it local and pay at pick-up. 

I don't really understand the whole cell phone fraud thing on eBay. Are these scammers just looking for a freebie in order to resale themselves? Free money all the way around. Can these phones be used for illegal activity with only some or no traceability? 

Curious what your buyers profile looks like? Location? Out of country? Do they have a habit of leaving negative and neutral feedbacks?

[sunny237]

There's a scam where the buyer claims its not as described wants you to give a discount. It could be that. 

[*cavallino_rampante*]

Good morning. Tech, especially at higher price, is too risky where there is buyer protections like here on ebay. You are understimate the power of announces, like fb marketplace, where you can sell and get paid with liquid money, without pay transaction fees and taxes on that. Cellphones are too easy to sell, there is a lot of request, especially apple. In the past, i also sold smartphone without having that on my hand. Maked an announce on fb of an iphone that was for sale in private announces on my zone, with the price increased of 70€, i received the offer of purchase, next i collected the phone a few kilometers from me, and the shipped. A dropshipping within private announces on marketplace with 70€ net profit and zero risks. Evaluate also this alternative way.

[reallynicestamps]

@fleur502 

Get in touch with the real eBay employees who are assigned to social media.

They are well trained and have some authority.

Explain that you want the feedback removed.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.


https://www.facebook.com/ebay— Message button in upper right on landing page.
#204760888466
https://www.instagram.com/ebayforsellers/


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.



Remind them that your request is that the feedback be removed because of the false claims and because you have received the phone back and refunded.

And that your request is to have the feedback removed.

Just saying, don't let the clerk get sidetracked.