Buyer claims “Item defective” not truth.

[hurtado.303]

Sold a cell phone, buyer claimed it was “defective” but is not truth, sent several messages to buyer asking what was wrong with no success, per eBay recommendation I issued a  shipping label to buyer, never received the item back, the tracking number says “insufficient  address” so it got send back to buyer, eBay refunded buyer without me reciving the phone to verify it, the buyer is relatively new to eBay, November 2023, I have been in eBay since 2008, I don’t think is fair to sellers like me that are honest, after this incident I am reconsidering if is worth taking the risk and selling on eBay, since eBay clearly sides with the buyers, so not only lost my phone but also  around $700 dollars, filling discourage and taking advantage of…..

[broto_64]

Never get into conversation with a buyer other than to state "please return for refund"
Always accept right away the return and issue the label.

That is your best course of action to receive an item in as close to its original condition.

Also, check your return address in your settings.

[hurtado.303]

Thank you for your response, did everything that eBay recomended

[reallynicestamps]

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

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.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
 

[albertabrightalberta]

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@hurtado.303 wrote:

Sold a cell phone, buyer claimed it was “defective” but is not truth, sent several messages to buyer asking what was wrong with no success, per eBay recommendation I issued a  shipping label to buyer, never received the item back, the tracking number says “insufficient  address” so it got send back to buyer, eBay refunded buyer without me reciving the phone

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I'm sorry this happened but it sounds like the error is on your part.

If ebay sent the buyer the return shipping label through the order, then the "insufficient address" problem is yours. The return address would be the address you have in your settings and if it's incorrect or incomplete, that's why the phone went back to the buyer and why ebay issued their refund.

[hurtado.303]

I have had the same address for years and never had an issue, unless buyer din’t use the label I provided, not sure, one thing I know, I don’t have my phone and the $700, I followed everything that eBay “sugested” 

[dbfolks166mt]

     I am never surprised when I see cell phone and what appears to be possibly a scam in the same sentence. They have to be one of the highest targeted items by every scammer out there.

     That being said a couple of things could have happened. First double check your addresses in your account settings to make sure they are correct. There are multiple. 

     If the addresses are all correct it is possible that the buyer used a different label or altered the one you sent them. Take the tracking number to your local post office and have them pull up the label and tracking information to see where the item actually went. If the return label does not match your address or looks altered obtain signed proof from USPS that shows the return label information and the tracking and you can appeal the case with eBay. This is potentially a scammer. 

     If you happen to still have the IMEI number for the phone you can report it to the IMEI blacklist which pretty much renders the phone useless to the buyer/scammer. 

[ittybitnot]

@hurtado.303 

Your photo is not visible in your post.  To what city, state did you originally ship your phone? 

[hurtado.303]

I have only one address, never had an issue, my best guess is the label was altered, I do have the information on the phone (IMEI) I am going to wait a few days see if it shows up. Thank you for your advice!

[hurtado.303]

It sold to somebody in Miami, Florida

[buyselljack2016]

99.99999%  chance that the return address was altered to cause the "insufficient address".

That %age is bolstered even higher by the purchase delivery location of the buyer.

[buyselljack2016]

You shipped to someone in Miami. 

Buyer registration country "may" be different.

[hurtado.303]

I asked at least 8 times the buyer what was wrong with the phone and got no answer, what surprised me was how quick eBay issued a “resolved issue in favor of buyer” and issue a refund without me having the phone to inspected, it literally took eBay less than ten minutes, I will be hesitant to sell again, as the buyers seem to have more leverage on eBay.

[ittybitnot]

It sold to somebody in Miami, Florida

@hurtado.303 

Google the address, and see if it is a freight forwarder in an industrial park.  

If it is, please read the following.  I have posted this so many times,  instead of typing this all over againI am going to provide you a copy/paste from another thread..

Sounds like the typical phone/freight forwarder scam. They are reported here just about every day now. Google the address, most of them are well known. Buyers that use freight forwarders forfeit the right to use the Money Back Guarantee. EBay, however, treats it like any other sale. There are added protections for sellers, but it is up to the seller to point out to eBay that a freight forwarder was used. So unless you know to speak up for yourself and who/where to contact eBay for help your situation will not improve. Does the ID have feedback so you can see their country of registration? Are they still a registered user? If they are a ZERO feedback member use this link to find out:

https://pages.ebay.com/services/forum/feedback-login.html

Contact eBay through one of their social media platforms.

Here is just one of them. Use the blue message button at the top of the page:

https://www.facebook.com/eBayForBusiness

This leads to US reps that are actual employees of eBay, and more knowledgeable about this and do have the authority to help you. Explain you need help with a buyer who used a freight forwarder, and filed a possibly fraudulent claim.

Regular outsourced foreign call center agents you get in a call back or chat, have no authority for the most part, and you cannot rely on anything they say.