Buyer says item was stolen but i think they are attempting to scam

[famousnate717]

Buyer messaged me aug 3rd and said that the package arrived torn and items stolen/missing and sent a picture of the package but usps failed to deliver it on Aug 1st  and the tracking hasn't updated from the attempted delivery on Aug 1st. I think the buyer is trying to scam ebay and or me into refunding them etc, I had a few red flags jump out at me After asking the buyer to file a police report and a postal report and asking more questions about it all. I asked them again to get me the police report # and postal report etc and recieved no reply only a few hours later I get a email from PayPal and the buyer opened a claim via PayPal on both items I sold them, this was possibly a red flag as well, wouldn't the buyer file with ebay? They told me they "already talked to ebay and they said we would have to work it out" the buyer also said they called the post office and police and said they said the same thing... I find this odd as mail theft is a serious crime and at this point I really question the buyers willingness to sign a affidavit with any sort of authority under penalty of law etc, i really did give the buyer the "benefit of the doubt" until things got "fishy" and so on... 

What should I do? What can I do? Any suggestions? Any help please?

[krazzykats]

Was it insured??

[mam98031]

It is likely that your buyer is trying to get away with something here, but you really don't have any options here.  And you can't afford to taking much time to make a decision or one will be made for you by PP.

You need to go to your PP account into your open cases and file a response so that PP know you are working the issue.  A simple response is all you need to do.  Just say something like, I'm sorry you experienced problems Please return the items.  Once I get them back and inspect them, I will issue your appropriate refund.

Buyer can file claims in PP if they want or they can go to Ebay.  It is likely they did it in PP to avoid your TRS coverage on returns [partial refunds]. 

But you do NOT want PP to force this, because if they do, they will just fully refund your buyer.  If you tell them you want it returned and they don't return it for they return to you something that they didn't even order from you, then you can inform PP of that and see if they will help you.  PP isn't like Ebay in these respects, so while you might not win, you just might win.  So keep a positive attitude and keep every bit of information you have on this transaction in case it comes in handy.

Oh and just for safety, after I enter something into a case on PP, I always call them a little later and go over it with PP.  Just to be extra cautious.  It has served me well over the years.  PP's customer service is VERY good.

Good Luck.  Please update us on how this goes for you.

[fashunu4eeuh]

As far as eBay is concerned, an attempted delivery is a delivery. Your obligation would be done, and up to the buyer to handle the matter as they see fit, but that would not involve you. As for PayPal, I will need to research it a bit more, but it is likely that they may also consider an attempted delivery an official delivery. If that is the case, then I would not communicate further with the buyer, except as necessary for the case. All communication should be thru the case. I'm going to check the PayPal Buyer Protection Program right now to see what the parameters are for an Item Not Received case. You might do the same. You will need to upload the tracking number into the case as well. Be sure to do that. I will be back shortly.

[famousnate717]

what happens when or if the tracking gets corrected and or usps confirms it was delivered? they have the mailer the items were in they sent pictures of it tore open. They are saying the items were stolen or something they opened their mailbox to find it like that apparently. I plan on contacting USPS today to see what they say. another odd thing is that the tracking said a notice was left on the 1st that the item could not be left due to no safe location, but obviously got delivered sometime after that cause the buyer has the packaging, i also see the buyer is now selling a lot that may or may not include the items, just seems suspect that they listed the lot of 26 of them including 2 of the type that they bought from me and listed it the same day they filed a claim and contacted me.. who knows it could be a coincidence but suspect....

should i reply with something right away in paypal dispute or wait to see what usps says etc..  can i say something like im looking into this ? should i still ask for a return? they are claiming item not received 

[fashunu4eeuh]

Hi again. Ok I read the PayPal Seller Protection requirements. It states the seller must be able to show proof of shipping or proof of delivery for an Item Not Received claim. If I understand correctly, as long as you can show the proof of shipping, it may not matter that the tracking hasn't updated yet to say delivery has been made. Obviously the package has been delivered since the buyer claims the item is missing. 

However, it occurred to me that the claim might have been a Not As Described case rather than an Item Not Received. Which is it? That is very important.

[bk_ecommerce]

I've been there.  Usually buyers open PayPal cases outside of eBay because either  they have been restricted from the returns/defective listing system or a eBay case was already ruled on.  File a report on the buyer!!  This is very important if you fail to do this your side of the case could by default be denied.   Then enter into chat with eBay let them know of your concerns so this all gets documented in the case file

[famousnate717]

Item not received... so should I reply with the tracking info?

[bk_ecommerce]

Yes

[bk_ecommerce]

Personally, this is what I do, I'd be looking up the phone number to the Post Office that delivered this package.  Start calling them at 7am & ask for the postmaster he / she will get you in contact with the postal employee that delivered your box

[bk_ecommerce]

If your item was delivered in perfect condition then contact the Postal Inspectors Office for federal felony mail tampering and fraud.

[bk_ecommerce]

Try to get the buyers to talk.  Ask for pictures of the box and other questions.  Tell them that this is required for the USPS to process the insurance claim.  Tell them you will need the original box & contents returned also.    Then review and re-review your communications.  In almost every case I've had the buyer makes a fatal error in the scam, reveling that the claim is not on the level...  Unfortunately I've had 15 to 20 of these scams over the last 4-5 years

[famousnate717]

thats kinda what i was doing initially trying to see if they would trip themselves up.  which only led to some more red flags 

[kathieskorner]

said that the package arrived torn and items stolen/missing and sent a picture of the package.

You stated that the buyer sent a picture of the package - the picture  would determine how I proceeded.   If it was indeed the package I sent and damaged,  a report to USPS is in order, and the buyer should have taken the packaging that was received to the post office - you could also file a report on your end especially if the package was insured.   I might also give his postmaster a call.   Now whether a police report should be filed would depend on the contents and value of the package  I wouldn't expect a buyer to file a police report on something valued at $20.   Mail theft may be considered a serious crime in your eyes and that of the post office - but not so much with police departments unless medication or government checks are involved. 

I would also check the buyer's purchase and feedback left for others history before deciding he was a scammer. 

[monster-deals]

If they open a return with paypal and the item was stolen they have nothing to ship you back and will lose as it is the buyers responsibility to have a safe place for packages.

If they filed an INR and your tracking shows an attempted delivery or delivery you are off the hook.