Buyer reporting item not received

[lekos-2]

I sent a $2000 laptop I sold for $700. I was notified it was received. But now no more then a few hours later the fool is saying he did not receive a laptop. Saying it was fake shipment. My funds are on hold. Can this really happen. People can create accounts to buy stuff say they didn’t receive it and get their money back and I’m out my laptop and no payment. How does does this actually happen. And it’s not like I can prove what I actually sent. Sent help please. 

[downunder-61 · Accepted solution]

You are not going to like my answer.

With eBay's MBG a buyer can claim Item not as Described any time and they are guaranteed to win the case.

All I can advise is this:

1. When the case is opened, you accept the return, provide the label to return to you to the buyer, and once you receive the item you refund.

2. If the item is not your original item, you can report the buyer for abusing the MBG:

Go here to report a buyer for misusing the Money Back Guarantee. https://spd.ebay.com/RBASellerHub

3. You appeal the decision to eBay and kick up as big a stink and provide as much information as you can:

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item...

Sad to say the catch cry of doing business on eBay ''Never list anything for sale that you can not afford to lose'' is not a suggestion, more of a fact.

[soh.maryl]

It's best not to call your transaction partners names here. It makes them less likely to cooperate and more likely to trash your FB.

If the buyer opens an item not as described case, you will be required to send a prepaid return label and refund in full upon receipt of the returned item.  Have you read eBay's Money Back Guarantee for buyers? 

[gator08041971]

If you got notified it was received, as long as you sent it with tracking via eBay (so they have record of it) then that at least tracks that paper trail.

As for proving what you sent, well.  You did take pictures of the laptop for the listing correct?

Anything electronic, I document serial numbers and the like, as well as photos the buyer doesn't see to verify the item with in case of returns.  See my current listings, I have both a phone and a laptop for sale for examples.

Also, (and a bit off subject) never EVER put photos up of serial numbers or software keys.  Too easy for scalpers and cheaters to obtain them for other reasons.  For example, IMEI numbers on phones.  You should never publicly list those on sites like eBay.   Any listings I put up I always black out these things in the photos.

Good luck though.  Lot of crazy buyers out there.   But many more good ones.

[lekos-2]

That’s crazy. So if he sends back some random thing and I make a report against him saying he didn’t send my laptop back then what. The funds remain on hold and I can still lose out on the deal?

[lekos-2]

Yeah your right. I should calm down before I post. 

[allen1853]

Ebay allows buyers to commit fraud, and coaches them how to do it. I have proof from a buyer who laughed at me after following eBay's instructions to receive a refund for an as is no returns item. Item not received is a little different. Upload the tracking and stay on top of this. If USPS shows delivered you could still prevail. 

[titipeo]

Did you provided tracking, does it show delivered?

If buyer submits an item not received claim, all you do is submit the tracking #, that will give eBay proof that it was delivered. 

If buyer submits an item not as described claim, well, that's impossible for a seller to win, in this case you either:

Refund buyer, automatically without return of item

Deny claim, and eBay will refund buyer and allow them to keep item

Accept claim, submit return label, and refund buyer upon receipt of item. (hopefully they will send the laptop back, and not a rock)

As for your comment on people creating account, buying stuff and claiming they didn't get, it, yes, there are numerous cases there. There are some items that are best not sold. 

[downunder-61]

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@lekos-2 wrote:

That’s crazy. So if he sends back some random thing and I make a report against him saying he didn’t send my laptop back then what. The funds remain on hold and I can still lose out on the deal?

---

Yes, that is exactly right.

Some seller's have had success by contacting eBay on appeal, and like I said, make noise, do not go away and try every avenue. While eBay treats it's buyer's like royaty, we seller's have to fight like we mean it.

[lekos-2]

Honestly I got his physical address  it’s a business address 

[lekos-2]

Well now eBay claims it’s resolved. Saying there was a claim but one another item. It was closed a month ago. Then says we’ll no there wasn’t a claim. Then yes there was. Then no there wasn’t. All in a span of 5 minutes. The eBay notification said 5 days to 30 to resolve. They eBay rep on the phone just said no it’s already resolved. So that’s the phone call I just had a few minutes ago. 

[janet9988]

If the buyer claims not received then simply respond to the ebay case with the tracking showing it was delivered. ebay allows anyone to open a claim..its up to the seller to prove that it was actually delivered by supplying the information.

[gdiesel70]

The buyer wants to play games? I like games. Games are fun.

Might as well have some fun and put the fear of god into them.

(Google their name/address and just for fun, Google earth and zoom as close as you can to identify something on their front porch—ok, maybe don’t get that crazy). 

Play dumb. Always play dumb.

“I’m sorry to hear you didn’t receive your package. The Tracking shows it was delivered at 11:01 am, and left on the front porch. (Make them paranoid) Be sure to check behind the topiary plant in the big white pot—that seems like a good place to hide a package (this gives them a way out)! I’ll call the post office and get the GPS coordinates of the delivery scan, which is the exact location the package was delivered. If you believe it was stolen then I’d advise you to file a police report. I will let the postal manager know as well so they can open an investigation.”

Or if they’re trying to say the box was empty upon arrival:

“Mail fraud is a federal offense that USPS takes very seriously! I believe you’re telling me you received an empty package which is not how it was sent. The package I sent weighed 1.8 lbs according to USPS records, so yes, this is something we need to investigate. USPS can confirm the weight of the package at the time it arrived at your post office which will likely show a discrepancy. I trust the postal police will get to the bottom of this and find whoever stole the laptop.” Bla bla bla and stuff like that.

Once they realize it’s a federal offense and that you’re willing to contact the authorities (speaking from experience) the buyer will *magically* find the item.

Happened with a DSLR camera I sold 2 years ago. Buyer said it wasn’t in the box, so I played dumb like “oh noes, that’s not good! I absolutely must report this, it’s a federal offense to mess with the mail!  You’ll hear from the postal inspector, and will have to bring the package in for the postal police to inspect.”

I said this because a Google search of the buyers name pulled up a mugshot and links to court documents (check fraud, and something else).  Anywho, 2 minutes later “oh, I found the camera, it was under the bubble wrap!”.

They’re playing you, might as well beat them at their own game.

But you’re not playing games because for a $700 item, I’d definitely consider filing a police report and an investigation with their postal inspector. Just to document things.

Unfortunately, eBay will likely side with the scammy buyer, supply them with a weapon and drive the getaway car.

[paperguy200]

You’re screwed. eBay’s seller protection is a complete joke. It is truly sad. 
I use to sell on here 15 years ago and it was a better than now. I’ve lost a few thousand dollars already and a good amount  of merchandise. 
For the most part, if you call contact them they will give you a run around. Answer your question without actually giving you an answer and then say this “ Rest assured Mr. xxx  that eBay will handle the situation”. Exactly like that!!! 

[kh-cathy]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.