Empty Box Delivered?

[liberty951]

I recently sold an item and the buyer is now telling me that they received an empty box. I shipped it UPS and it was delivered and signed for on Feb 19th. They use a service called My US which I am not familiar with. The buyer is stating that their agent checked the box which he (the buyer) picked up on Feb 26th. His tone is not great, as if he thinks I shipped him and empty box. I advised him of the tracking and asked him if the tape was intact. he did not asnwer my question and open a case stating he did not receive his item What should I do?

[mtgraves7984]

An 'Item Not Received' claim can be defended with your 'Delivered' Tracking scan. Add that to the claim if you have it. 

[fashunu4eeuh]

MyUS is a forwarding service for shoppers who live outside the USA but need a domestic address.

When a buyer uses a forwarder, their Money Back Guarantee is voided. Your responsibility is to get it to the US address. That is where your responsibility ends.

All you need to do now is to upload the UPS tracking number into the case which will prove the item was delivered to the address associated with the transaction. And then, for good measure, cite the policy for the Money Back Guarantee pointing out that the buyer had the goods forwarded to them, thereby voiding their MBG.

Below find the link to the policy governing this matter. 

(PS—fyi not that it changes anything, but the buyer opened the wrong kind of case. An empty box claim falls under the Item Not As Described claim, not the Item Not Received. Clearly the item was received at the first address. Whatever happened to it by the time it was sent to the buyer overseas, well, that is between the buyer and their agent.)

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[ittybitnot · Accepted solution]

the buyer is now telling me that they received an empty box

@liberty951 

Is the buyer just messaging you, or have they filed an eBay claim?  

Sounds like they used a Freight Forwarder.  Shipped to "Delaware, Oregon, Miami" perhaps?  Google it and see if it is a commercial warehouse or shipping portal. 

Until the claim is filed with eBay, you do not need to do anything.   When it does, you need to be proactive. 

It is true what @fashunu4eeuh has pointed out to you about buyer transactions that use a Freight Forwarder.   However, eBay is NOT going to tell you that a freight forwarder was used, and will process it like any other sale, and lets them file a claim anyway.  It is UP TO YOU, when the claim comes in for any "not as described" (empty box is a favorite) issue to inform eBay of such BEFORE the situation gets worse.  

It is best accomplished via their social media portals, since the regular outsourced foreign call center reps you get in a call back or chat, have little authority even if they understand your problem at all.  One of them is to use the blue message button on this page: 

https://www.facebook.com/eBayForBusiness 

or

https://www.instagram.com/ebayforsellers/

Again, once the claim comes in, it is best to take care of it right away BEFORE it becomes  a phony empty box claim with the typical FAKE TRACKING RETURN SCAM component that often ensues.  

[liberty951]

They had filed a claim so I did as you suggested and messaged eBay on FB. They have handled it and closed the case. Thank you so much

[liberty951]

Really good information, thank you! I talked to eBay and they closed the case since the buyer used and agent. They also told me to block him.