Buyer Claims INR on PayPal and is Requesting a Return on eBay

[summonerssanctum]

Hey everyone. I have an odd situation and would love some help and feedback. I’ve been selling on eBay for around 8 years and haven’t had many problems until now. 

I have a buyer who claimed that they were delivered a box that was opened with the contents missing. The tracking shows the item delivered with no problems. They didn’t send me a message personally and decided to open a case with PayPal a few hours after delivery. They opened a INR case saying there was a hole in the box and the contents missing. At the same time they opened a case with eBay and are asking to return the item but they said the box was damaged and empty. 

I responded on PayPal already but don’t know how to respond on eBay. I’m only given a few options which are 

accept the return, give a full refund, offer a partial refund, send the buyer a message. 

What would be the best way to go about this? This was a large transaction worth $100s. Any help would be appreciated. 

[duncanvr]

I would accept the return on eBay but not refund it till something is sent back. If they don't send anything back after a certain amount of weeks call eBay and get the return closed in eBay. Mention to PayPal the tracking details showing signed for it that should close the INR? Seriously would someone signed for a box with an hole in it where it was obvious the goods were taken out I doubt it. Seems like they are scamming you. But by asking for a return the ball is in buyers court then to send something back. I bet they won't. Do mention to PayPal that buyer has a return request on eBay and they need to wait for buyer to return goods before taking action. But if the goods are missing and they opened a return somethings not right. You need to call PayPal and state your waiting for the return through eBay. And then wait weeks do not refund.

[missjen831]

Actually.....the eBay request should be closing any moment now since the buyer filed a case with PayPal. He’s not allowed to open 2 cases at the same time with both eBay and paypal. The PayPal case takes priority over the eBay request. I would upload the tracking to the PayPal INR & get it closed in your favor.

[robot-hands]

If your package truly arrived empty there would be giant yellow stickers on it or a letter from the USPS stating the package came open and the contents could not be located.

[shoptalkid]

as @robot-hands said, if the package were damaged that badly, USPS would have delivered it with a note/stickers or in a baggie.   IFor all you know,  a porch pirate could have knifed the box and removed the contents and then left the box there.   That's not your fault; if the buyer's delivery location is no longer safe, it's their responsiblity to find a safe alternative.   Upload the tracking to PP and get it closed in your favor.    Do not communicate directly with the buyer.  

[summonerssanctum]

Thanks for the responses everyone. The eBay dispute is still up even though there shouldn’t be two at the same time. Also now the buyer has escalated the case with PayPal now saying the item doesn’t match my original description. How should I move forward? I find it really odd that you can change your dispute right in the middle of everything. 

[kensgiftshop]

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@summonerssanctum wrote:

Also now the buyer has escalated the case with PayPal now saying the item doesn’t match my original description. 

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That's how the claim should have been opened to start with.

I've never had any claims through Pay Pal and I don't know if they can change it from INR to an INAD.

Like a couple posters mentioned, if the box was damaged or open, USPS should have put a sticker or note attached to the box saying it was damaged or opened.

[gramophone-georg]

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@missjen831 wrote:

Actually.....the eBay request should be closing any moment now since the buyer filed a case with PayPal. He’s not allowed to open 2 cases at the same time with both eBay and paypal. The PayPal case takes priority over the eBay request. I would upload the tracking to the PayPal INR & get it closed in your favor.

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It's just amazing to me how many things that eBay policy says "can't happen" or are "not allowed" just happen anyways... and then eBay expects the victim of the violated contract to just "take ownership" of it.

What unmitigated gall.

This is the reason I haven't sold on here in over 8 years, and the reason I am also moving as much of my buying as I can elsewhere as quickly as possible. 

The stuff that "can't happen" or is "not allowed" isn't JUST affecting sellers... trust me. This "case by case basis" garbage is getting very old very fast. It seems there actually IS no policy beyond the case by case nonsense these days.