Buyer says that he received an empty envelope instead of iPad

[madeunam0]

Hello,

I do not know what to do. I shipped an iPad to a buyer from USA. I provided a tracking number into the order. The tracking shows, that the package is in transit, however the buyer opened a return request yesterday and left me a negative feedback.

He claims that he received empty envelope with his address and that it was delivered to his neighbour.

I have lost my words, I have no idea what to do now. I have never had a return request before, despite I sold thousands of items.

Now the return reason is “does not match description or photos”, he attached a photo of some very old dirty envelope with his address on it. He claims that this is what I shipped to him. The actual package is in transit.

So I think that the only option what I can do is to give him a refund. If I accept the return, he will send me the envelope. If I don’t, he will escalate it and I get a defect.

[missjen831]

I think if I was you I would be contacting customer service immediately since the package hasn't been delivered yet. if there a tracking number on the envelope he showed you?

[madeunam0]

It is just completely dirty old envelope, there is no tracking number and the buyer’s address is barely visible on it. I tried to call customer service, they told me not to accept the return and that they noted my comments. But I know that I would lose the dispute. If I do not refund, I will get a defect. There is no way, they would decide it in my favor, when the buyer says that he received empty envelope..

[sam9876]

You should win this one because the buyer hasn't received the package yet.

[missjen831]

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@angelicpretty wrote:

It is just completely dirty old envelope, there is no tracking number and the buyer’s address is barely visible on it. I tried to call customer service, they told me not to accept the return and that they noted my comments. But I know that I would lose the dispute. If I do not refund, I will get a defect. There is no way, they would decide it in my favor, when the buyer says that he received empty envelope..

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Ok I was hoping there was a tracking number because you could prove to ebay its not your package. Anyway, does it look like the ipad will be delivered within the next 5 days? if you accept the return, the buyer has 5 days to return the item. If they don't ship *something* back within 5 days you can get the return closed in your favor. I don't think you can do a package intercept since this is an international shipment. Darn!

[a_c_green]

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@missjen831 wrote:

Is there a tracking number on the envelope he showed you?

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Is there South Korean postage on the envelope he showed you?  It would be funny, in a way, if he messed up on that detail and forgot that your package will be showing South Korean postage, not American labels.

[rustictrollop]

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@angelicpretty wrote:

It is just completely dirty old envelope, there is no tracking number and the buyer’s address is barely visible on it. I tried to call customer service, they told me not to accept the return and that they noted my comments. But I know that I would lose the dispute. If I do not refund, I will get a defect. There is no way, they would decide it in my favor, when the buyer says that he received empty envelope..

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How can a buyer file an INR when they haven't even received the package yet?  And why would you give a refund for an item NOT RECEIVED YET.  Obviously you have tracking on the package because you know it hasn't been delivered yet.  You said that even CS told you not to accept the refund.  So why do you think you will get a defect?  Once the package is actually delivered, and tracking will show that, it's a different story.    You don't have an actual "dispute" yet.  Do not bow down to this Buyer.  So far, you haven't done anything wrong, and it sounds like CS knows it.  Just stay calm and do not play games with the Buyer.  Say nothing more until the package shows delivered.  If you show panic or weakness, the potential scammer will take advantage of you.  Don't presume to guess the worst until it actually happens...the Buyer is already getting to you.   Good luck!

[*help_no_brakes*]

@a_c_green

The OP has in another thread stated that they ship from Austria. 

This is going to turn ugly.

[femmefan1946]

IPads are fairly expensive.

Did you use a service with Signature Confirmation?

Many international services stop tracking when the shipment leave the USA. (This is also true of other postal systems shipping into the USA. I cannot get confirmation of delivery on a Registered parcel shipped from here in Canada to the USA, for example.)

All of which is by the by.

Call Customer Service.

Point out that the parcel is tracked.

Point out that tracking shows it is still in transit.

Ask that the Dispute be closed in your favour.

Ask that a note be put on the customer's record, because he may try a different dispute.

Be prepared for a Paypal Dispute and/or a credit card chargeback. 

If the customer service clerk doesn't seem to understand the problem, ask for a supervisor.

Politely.- Captain Malcolm Reynolds

[missjen831]

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@femmefan1946 wrote:

IPads are fairly expensive.

Did you use a service with Signature Confirmation?

Many international services stop tracking when the shipment leave the USA. (This is also true of other postal systems shipping into the USA. I cannot get confirmation of delivery on a Registered parcel shipped from here in Canada to the USA, for example.)

All of which is by the by.

Call Customer Service.

Point out that the parcel is tracked.

Point out that tracking shows it is still in transit.

Ask that the Dispute be closed in your favour.

Ask that a note be put on the customer's record, because he may try a different dispute.

Be prepared for a Paypal Dispute and/or a credit card chargeback. 

If the customer service clerk doesn't seem to understand the problem, ask for a supervisor.

Politely.- Captain Malcolm Reynolds

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The buyer filed an SNAD. Once its closed, they can't try filing another dispute with ebay 🙂

I think the buyer is a scammer and they started the scam a little too early. Its too bad ebay probably WON'T close the case because once the ipad does arrive, it could be SNAD. I don't think they will close the case on account of the tracking.

[a_c_green]

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@*help_no_brakes* wrote:

@a_c_green

The OP has in another thread stated that they ship from Austria. 

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I'm trying to think of any legitimate reason why a buyer in the U.S. would have to go all the way to Austria to buy an iPad.

[femmefan1946]

Austria , the USA and South Korea all belong to the Universal Postal Union.

The OP would be phoning his own (German?) eBay Customer Service if he listed and on the dotDE site rather than the dotCOM one.

Actually, that may be the best idea even if he did list on dotCOM. Fewer language problems and Europeans are more comfortable with the idea of export.

[femmefan1946]

If I don’t, he will escalate it and I get a defect.

As  non-US sellers, we have a few benefits regarding Defects and Top Rated Seller status that US sellers, who luxuriate in very low postage costs and swift deliveries, don't.

In any case, one Defect will not kill your business. (Don't get a second one though!) And it wears off after 12 months. Twelve loooong looooong months.

[madeunam0]

I shipped the package from Europe with tracking and signature confirmation. The package is not delivered yet. Estimated delivery date 18.december.

The buyer provided a picture of envelope where there is no tracking number attached on it. 

I do not care about the money, I just want to avoid having a lost dispute with a defect. I sell expensive items every day, but I never had a return request/item not as described dispute before.

[missjen831]

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@angelicpretty wrote:

I shipped the package from Europe with tracking and signature confirmation. The package is not delivered yet. Estimated delivery date 18.december.

The buyer provided a picture of envelope where there is no tracking number attached on it. 

I do not care about the money, I just want to avoid having a lost dispute with a defect. I sell expensive items every day, but I never had a return request/item not as described dispute before.

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Ok contact customer service asap. If this was a domestic transaction, you could accept the return and the  pray the buyer doesn't ship *something* back within 5 days and get the return before the buyer receives the ipad). And ebay would issue a label that you wouldn't pay for unless it was used. But since its international, you would have to front the buyer the cash for return shipping and I can't in good faith recommend you send the scammer more money so I can't suggest you accept the return & then start praying. Darn. I feel for you. This is terrible.