Buyer made a false claim that he received an empty package and I'm afraid he will get away with it.

[stekw-29]

I sold a $100 trading card to a buyer who offered the highest and I shipped the item in a bubblewrap envelope folded in half. The buyer has a 100% positive feedback with over 130 reviews. I'm a new seller and this is the very first item I've ever sold and I feel like this is why he's targeting me. The buyer says he recorded the opening as he does with all his other packages just in case situations like this occur which I think is a bit too convenient on his part. The only picture he provided is a picture of the sealed envelope. I don't know what the next course of action is. Should I call eBay or request the buyer to send the video? The video could also be faked because the package was just a simple envelope folded in half and taped.

It is clear that the buyer is abusing the eBay Money Back Guarantee in hopes to get his money back while keeping the item for himself. I am in a panic because I'm afraid of losing the money and letting this person get away with it while he damages my reputation.

[mam98031]

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@stekw-29 wrote:
The buyer has already requested a refund and I have until the 18th to take action. On his feedback left for others, he has given about 175 and about 5 were negative. One of the negative reviews looks like a similar case with mine where he claims the seller never sent out the item. Thanks for your help!

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No that they can't do that right off the bat.  What they can do is file a Request for return.  Sure they ultimately do want a refund, but it is still a request for return.  

[mam98031]

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@stekw-29 wrote:
I printed a shipping label straight from eBay and slapped it on the envelope. I brought it straight to USPS and gave it to the person at the counter so I could get a receipt. I don't know about the insurance as this is my first time actually ever shipping anything.

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Did you ship First Class Mail or did you ship via Priority mail?  If you shipped via Priority mail, you have $50 worth of insurance automatically.  

So I understand the buyer has filed the Request for Return.  You need to into that Request from your resolution center or the email you received.  If it is asking you to accept it or issue a return shipping label, do that right away.  No good will come of delaying this action or trying to fight it.

Once you have issued the label so the buyer can return the item, the buyer has 5 business days to actually get the item in the mail back to you.  If the tracking does not start showing on the 6th business day, you can call Ebay and get the Request for return closed in your favor.  And that is very important to do the moment you can as it will protect you from future actions by the buyer in Ebay.

Now it is interesting the reason they chose when filing the Request for return.  So I would just issue the label and see what the buyer does next.  Will they return something?  Who knows.

But since you have a pic from the buyer that the envelope you sent the item in was NOT breached in any way, them saying that the item was lost or stolen doesn't seem likely.  And if he is trying to say that you never put the card in the envelope in the first place, then they are going to have a tough time proving that.

Give this a try.  If you hear from them again, before you respond, come back and tell us what they are saying now and let us help you with a proper response that will best protect you.

[18704d]

OP says they sent a first class package.

Lynn

[mam98031]

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@stekw-29 wrote:
The buyer has requested a refund and I have until the 18th to take action. I forgot to mention that. I see one return request in the resolution center if that is what you mean when you ask if the buyer has opened a case. I will consider your advise. Thanks for your help!

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I forgot to mention.  Don't worry about that date, the 18th, at this point.  You do NOT have to refund by that date.  They just put that in there because the Request should be resolved by then.  But many things can happen between now and then.  

You will be covered and safe from Ebay stepping in if you issue the return label to the buyer as I previously described.  The we just wait to see what the buyer does from there.  

[chrisoak36]

This happened to me as well.  Had a sale for $77.00 on a Deadpool item, sent the item Priority Mail, had tracking that the item was delivered.  Received email from buyer that box was opened and empty when he received w/a picture of a mangled box.  I emailed the buyer that I would check on this for him with the post office.  Went to the post office to ask them if they would even deliver a box that was opened and empty with tracking and showed them the picture, they said "heck no".  Buyer opened a case with Ebay, I explained the item was packed well, wrapped in multiple layers of bubble, etc., that the post office said that they wouldn't have delivered the package in that condition.  I called Ebay twice for advise and to explain my situation (tracking info, went to post office, emails, etc.) and that I felt I was being scammed and they assured me that the Buyer would not be refunded.  Buyer went to the police department, filed a report that he received a damaged empty box.   Ebay immediately closed the case on his behalf and issued a complete refund by pulling the money from my PayPal account.  I called back several times and got no satisfaction, I got so upset I hung up on them, which was my only satisfaction for my $77.00 loss.  

It should be noted that I have a 100% feedback with over 600 positive reviews at the time and none of that mattered.  I get so upset when I see people getting ripped off and Ebay not even taking any facts into consideration.   

I hope this works out better for you than it did me, I would also advise (although I'm not sure it would matter in your situation), but on higher ticket items, now pay the extra couple dollars to require the buyer to sign for the delivery.  

I wish you the best.

[18704d]

"Had a sale for $77.00 on a Deadpool item, sent the item Priority Mail, had tracking that the item was delivered. Received email from buyer that box was opened and empty when he received w/a picture of a mangled box. I emailed the buyer that I would check on this for him with the post office. Went to the post office to ask them if they would even deliver a box that was opened and empty with tracking and showed them the picture, they said "heck no".

I called Ebay twice for advise and to explain my situation (tracking info, went to post office, emails, etc.) and that I felt I was being scammed and they assured me that the Buyer would not be refunded. Buyer went to the police department, filed a report that he received a damaged empty box. Ebay immediately closed the case on his behalf and issued a complete refund by pulling the money from my PayPal account."

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You made it a battle, in my opinion.

And you did a few things, which I believe, were a waste of time.

USPS Priority carries 50 dollars insurance.  (More if you pay a couple bucks for more)

The Second I got a message saying my Priority shipment had it's contents, lost and/or stolen in transit to the buyer ...

I would have Immediately filed an Insurance claim with the USPS for my loss

(Because I know eBay will refund the buyer)

jmtcw,

Lynn

[stekw-29]

If I accept the return request, and he sends back my empty envelope, what would I do next? Won't he get a full refund from my paypal? I would end up $100 less and my item would be gone. My goal here is to be able to keep the money that he already paid.

[buyselljack2016]

• 

Perhaps your post office would not. Perhaps other offices would.

Here is the Priority box that I received with no sticker, or any notation of irregularity.

[18704d]

If I accept the return request, and he sends back my empty envelope, what would I do next?

If instead of No Returns, you had chosen Free 30 day or 60 day returns...

I believe eBay would allow you to Keep up to 50% of the listing price, due to a 'false return'. 

If you don't accept the return, it's virtually certain that eBay will rule in his favor, refund the money from your account to him .. and probably not tell the buyer to send anything back.  And, you'll get a 'case closed without seller resolution' defect on your selling account.

Won't he get a full refund from my paypal? I would end up $100 less and my item would be gone.

Yes, his return of an 'empty' envelope, sounds like it's virtually certain that eBay will refund him the full price of the item, upon verification by delivery confirmation.. that he sent the same 'empty' envelope back to you that he received.

"My goal here is to be able to keep the money that he already paid."

We wished you could do that too.

That could have been .. well, not guaranteed, but it would have helped to have used Free extended returns on your eBay listing .. And .. have used USPS Priority with the full value of the item. (not insurance-missing First Class Package)

Lynn

[stekw-29]

Unfortunately, I did have "No returns". Because of that, and the fact that I didn't use USPS Priority , you're saying there's no way I can get the money that I rightfully deserve?

[18704d]

In my opinion,

Your best shot is...

Accept the return (you have to, or you're already lost)

eBay will give him a return label that they charge you for.

See if your buyer uses it and returns (or not)

If he does..

See what he returns.

Then do nothing more .. but come back here and Post again.

Perhaps a few of us .. can help you (try) to appeal this to eBay

and (perhaps)   (maybe) eBay could give you a 'courtesy' refund.

I'd say this is your best shot.

Lynn

[vintagecraze50]

I was reading another post some time ago and the seller mentioned that they asked the buyer to file a police report. Whether that method is used on a regular basis, I do not know. I think it might be a good deterrent/prevention strategy. But, it would be infuriating to an honest buyer who was actually scammed by the seller.

[calntom]

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@18704d wrote:

In my opinion,

Your best shot is...

Accept the return (you have to, or you're already lost)

eBay will give him a return label that they charge you for.

See if your buyer uses it and returns (or not)

If he does..

See what he returns.

Then do nothing more .. but come back here and Post again.

Perhaps a few of us .. can help you (try) to appeal this to eBay

and (perhaps)   (maybe) eBay could give you a 'courtesy' refund.

I'd say this is your best shot.

Lynn

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Do this  ^^^^^^^

[stekw-29]

I'd really hate to pay for another shipping label out of my pocket knowing I won't gain anything. But it looks like I don't have a choice. Before I accept it though, I was thinking about calling an eBay representative and explaining my situation. I'm convinced that the buyer made a false claim about receiving an empty package. The picture he sent was proof that he received it and since it was sealed by my tape, it was not opened or stolen during shipment. Surely there has to be some ways an eBay representative can help me. I do understand that theres' no way eBay can prove that I actually sent the card or he actually received the card but I want to hear what they have to say if that's a good idea... It should not be this easy to abuse the money back guarantee policy or else everyone would be scamming sellers like this.

[mam98031 · Accepted solution]

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@stekw-29 wrote:
I'd really hate to pay for another shipping label out of my pocket knowing I won't gain anything. But it looks like I don't have a choice. Before I accept it though, I was thinking about calling an eBay representative and explaining my situation. I'm convinced that the buyer made a false claim about receiving an empty package. The picture he sent was proof that he received it and since it was sealed by my tape, it was not opened or stolen during shipment. Surely there has to be some ways an eBay representative can help me. I do understand that theres' no way eBay can prove that I actually sent the card or he actually received the card but I want to hear what they have to say if that's a good idea... It should not be this easy to abuse the money back guarantee policy or else everyone would be scamming sellers like this.

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I know this defies all logic for you.  But you will find here on Ebay that logic doesn't always come into play.

It is in YOUR best interest to go ahead and issue the label and let them ship it back.  I know you don't want to do it, but you need to do it.  Otherwise your buyer is going to ask Ebay to step in and they will force it.  They will issue the label for you and when the item arrives back, they will force the full refund for the buyer, then you will get a defect on your selling account which is not good for your stats or the health of your selling account.

Keep in mind that if the buyer does not use the label, you do NOT get charged for it.  Which is why in my earlier post I said to monitor if they ship anything back closely.  They have 5 business days in which to ship it back.  If they don't, on the 6th business day get on the phone with Ebay and get the request closed in your favor, then you are protected on Ebay from this buyer.

I also know you brought up earlier that the request said you had until the 18th to refund or resolve this request for return.  Do NOT confuse that with you having until the 18th to figure out what you want to do.  The two are NOT the same thing.  You have a maximum of 3 days to respond to a request for return either accepting the return or trying to fight it.  If you don't respond in 3 days, the buyer can ask Ebay to step in and then Ebay will just force the issue as I previously explained.

I know it doesn't seem fair at all.  I SO understand that.  But it is really in your best interest to just issue the return label and then wait and see what the buyer does.

After this request for return is closed.  You have refund or the buyer never returns the item and you get the request closed.  After that, you then want to report the buyer to Ebay for abuse of the return system.  And if you do end up refunding them, I'd file for an appeal.