The laptop I shipped to the buyer was in pristine conditon. Not a single blemish - like new.
I fully tested and inspected the laptop before shipping it.
Next, the buyer requested a return, stating the laptop arrived damaged - a single crack by one of the air vents. I accepted the return assuming this was shipping damage, and I sent the item fully insured. However, when I received the buyer's return, it was not the same laptop.
The laptop the buyer returned was in severly used and damaged condition - literally full of scuffs, scratches and food residue all over the inside and screen. Completely dead, no power.
This was very odd, since the buyer claimed he received it DOA and it did not power up.
Next, I flipped the laptop over, and noticed the serial number sticker (on the bottom panel) was peeling off. It was clearly removed and replaced, the color was different and it was curling up ... the buyer peeled off the serial sticker from my laptop, and placed my serial number sticker on his broken laptop and returned this junk to me. There are air bubbles and dirt under the clear serial sticker from removing and replacing it.
Additionally, a 2nd serial number sticker (with a completely different serial number) was present, curled up and stuck to the bottom panel. I assume this may the original serial number sticker of the junk laptop the buyer returned and it somehow was also stuck back to this incorrect laptop.
Additionally, the model of the laptop I sent to the buyer had a Windows 8.1 PRO sticker attached to the bottom panel. However, the returned laptop had a Windows 8.1 STANDARD sticker attached to the bottom panel.
The buyer already did a sloppy job trying to cover up this switcheroo by making it obvious the serial sticker from my laptop was removed and placed on this broken laptop, he also forgot to make the Windows sticker consistent and returned a laptop with an incorrect Windows sticker (Pro vs Standard). And on top of that he included his original serial number sticker?!
After realizing the buyer had switched the laptop by placing the serial number sticker from my laptop on this damaged laptop, I decided to carefully inspect the correspondence the buyer had sent through eBay messaging. What particularly stands out is a message sent by the buyer on 11/22/2015 on the eBay return center "I don't have the expertise to open it up" and later "I haven't screwed with the laptop past seeing its non-functional, I haven't messed with the insides".
This is very strange he would make these unsolicited statements, since the buyer appears to also sell laptop parts on eBay - particularly laptops, motherboards and laptop CPU's, which would certainly mean that the buyer does have the expertise to switch these parts (he actually sells these laptop parts on eBay per his eBay feedback for his account).
In addition, the buyer somehow felt the need to state he didn't "mess with the insides" although he didn't even sent his return at that time, so there really was no reason for him to state this - unless in fact he did do the Switcheroo and he was defending himself prematurely before even sending the Switcheroo item.
Altogether it is very obvious that the buyer swapped the serial number stickers and returned his broken laptop instead of the pristine laptop I sent him, especially since he also accidentally included both serial number stickers.
So obviously I did not refund the buyer, and escalated the return to a case by clicking the "ask us to step in and help", and explaining that the buyer returned the incorrect item,
that I have edidence, plenty of photos etc.
Here is what eBay replied:
I wanted to send you a quick note to remind you that you still have time to issue the refund to your buyer now that the item has been returned to you to. I understand the buyer opened the case stating the item arrived defective. I can imagine how upsetting it would be to have a case opened against you.
I know that these types of transactions can be difficult to handle.
We kindly ask that you return to the eBay Resolution Center by 12/12/2015 and issue your buyer the $1,059.70 refund so we may close the case and credit you your eBay and PayPal fees.
Please note this case will be reviewed again within 2 business days of the last day for you to refund the buyer, which will be 12/15/2015. If we do not see that the refund has been initiated through the resolution center, we will close the case in your buyer’s favor and issue the refund on your behalf and seek reimbursement from you. If eBay has to refund the buyer, it can affect your search placement, selling limits, and other factors. As we want to see you receive your fees back, we appreciate your promptness in issuing the refund.
Thank you again for choosing eBay. We appreciate your cooperation and I wish you all the best with your future transactions.
Sincerely,
Jordan A.
eBay Customer Service
So eBay wants the scammer to get a full refund, although I have plenty of evidence? The scammer returned a laptop with two pealed of serial number stickers?!
I process a lot of returns without any issues. Sure, no seller likes returns, but it is parts of doing business and I take back items in used conditon all the time, even if it was the buyer's error.
Several hours after I escalated the case to eBay, the buyer changed his eBay User ID.
But this is not acceptable and eBay should not let the buyer get away with this. Any advice would be greatly appreciated. Thank you.
