Buyer claims item missing from box

[alwaysthelowestprice]

Sold an electric Ember mug. Buyer claims the cup was not in the manufacturers box. It was purchased brand new from Kohl's by me. It was ordered online and shipped to me, I know it was in there and he's most likely lying. He just messaged me with a picture and said "please refund immediately". How do I proceed? Just ignore him? 

[sapphire_studio]

Say:

"That is so strange because I definitely sent it when I shipped it. I definitely need to investigate this and figure it out what happened and get the Postal Service involved. Please return this for your refund so I can get to the bottom of what is going on."

[stainlessenginecovers]

I would reply back:

(If and ONLY If you don't care about feedback, possible charge back, or buyer knowing they can STILL get a forced refund from you if they open a return for the 'correct' reason).

Sorry, it was there when I shipped it, tracking shows it was delivered, so I'm not refunding anything (rude in/rude out);

But, I would just wait to see if they open a 'return' and see what reason is used. 

[12345jamesstamps]

Buyer needs to open an item not as described and return it for a refund. There is a system put in place for returns. If the photo shows something different but the same size...no box. Buyer may not be honest.

Still have to refund buyer if they open an IRD. I would go easy on the emails...polite and so sorry and such.

I wouldn't ignore them. I would tell the buyer the process of getting a refund.

[alwaysthelowestprice]

Just to add to my post...

The item was shipped via UPS. I also have a picture from UPS of the item delivered at the front porch. 

[12345jamesstamps]

"I also have a picture from UPS"...do a google of the address it went to on your own and see if it matches the UPS photo you have.

Check the buyer's feedback....are they new eBayer...do they buy a lot of items...similar items.

Might help in getting a better understanding what is happening.

[solidguitar1961]

You got scammed , buyers can say anything and Ebay will make you return it. If you do tell them to return it you'll have to pay the postage to get an empty box back. If they open a case you'll have to refund the money and it's best not to do a return to get an empty box, and report them.

[dolcetreasures]

It’s a scam, the post office isn’t opening up packages then removing the contents then closing the package and putting it back in circulation. That’s not how packages are stolen. Neither is a package thief going house to house opening up packages, removing the contents then leaving the package minus contents.

You need to call him out immediately, he’s full of it. Had the package been opened the weight would have been far lower, the post office would have noticed, there would be a tampered sticker on the package. 

[farmalljr]

Is the buyer scamming you? Probably so. They (buyer) need to file a return. When you get it back you need to file police reports, fraud with ICC, and postal fraud if it ships by USPS. You can't deny the return and refund if it's an INAD case. Even if they are scamming you. 

Sucks, but that is how it works. 

[sapphire_studio]

One time I was suppose to receive a box of 50 oz of silver that I bought on eBay. I guess the seller just threw the 10 oz bars in a giant box and let it jiggle around the package. A post office worker cut a slit in the Box and took the silver. I was only delivered an empty box with a slit in the tape. I got a refund but only after opening up a police investigation and sharing that information with eBay. The police officer I dealt with followed up later and told me it was the only case she had ever seen get sent all the way up to the Postmaster General because they had a record of the weight dropping during the shipment process.

[downunder-61]

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@alwaysthelowestprice wrote:

Just to add to my post...

The item was shipped via UPS. I also have a picture from UPS of the item delivered at the front porch. 

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That proves only that the parcel was delivered, does not prove there was anything in it.

Did you definitely have this item in your possession? or was it drop shipped?

Only asking because the weight would surely have given away the 'missing' contents when you sent it.

[reallynicestamps]

It sounds like the kind of "retail arbitrage" eBay forbids , doesn't it?

The seller advertises an item they do not have (not even in an AZ warehouse) and when it is purchased on eBay,orders it on the actual seller's site for delivery to the eBay buyer.

Not allowed.

If this is NOT the case the OP has nothing more to lose by forcing the scammer buyer to open a Claim with eBay.

Remember too, that while eBay allows only 30 days from delivery for Claims, PP allows 180 days from payment as do most credit card chargebacks.

[dolcetreasures]

There’s no “probably so”, read more clearly the OP’s contention. The buyer is claiming that the box that houses the manufacturers box which housed the cup contained the manufacturers box, but the cup was removed from inside the manufacturer’s box(the box inside the shipping box). No one at the post office is opening a box, pulling out another box, opening the package to pull out a coffee cup that keeps coffee warm. Then puts that box back inside the main box, sealing it and putting it back into circulation.

[alwaysthelowestprice]

My thoughts EXACTLY

[alwaysthelowestprice]

The buyer opened a case initially claiming he didn't receive his item. He then closed that case saying support told him he needed to change the claim. He opened a new claim for "Doesn't match description or photos". It was automatically approved and my only option is to refund. I reached out to eBay via chat and asked if a police report would be required from him. They told me yes. I mentioned that my only option was a refund and they told me to wait until the 27th where they can step in and "see to it that we will maximize your seller protection".