Foreign Buyer Using American Reshipping Company Asking for Return - Need Advice

[sweetsongsales]

So after having roughly 50 successful sales in the last four months on ebay, I listed my first higher priced item - a used laptop. I accepted an offer for roughly $500 from a buyer with over 300 feedback score, 100% positive. They paid within two days, and I shipped the package overnight.

It arrived the next day at about 2PM and within ten minutes they sent me a message claiming I had not sent them the laptop but instead two books. Which is absolutely NOT the case.

I began investigating and I discovered upon googling the address they provided that they are using a company that accepts packages at a Miami, Florida address and then reships them to people in foreign countries. This buyer has a pretty distinctly Russian sounding name, for what it's worth. The address is a normal street address but is then followed by a chain of letters and numbers, which I had assumed was some kind of PO Box but realize now is a customer number that lets the reshipper know the address to forward to.

The seller has asked for a return, which ebay is giving me until August 6th to decide on before a claim is possibly opened. So doing more research I see that ebay has pretty clear policies about reshipping and 3rd party handling. It basically says that a buyer surrenders their right to a claim if a third party is involved in the handling of their package.

So I wrote the buyer back and I said what is fact: that I did not send books, I *DID* send the laptop, that they are in a foreign country and using a reshipper who could have at any time stolen the laptop and be claiming there were books instead, that I am NOT going to provide a refund and he is welcome to attempt to file a claim at which point I will let eBay determine what's right. I also pointed out that the signature for who accepted the package is a totally different name than the name on the ebay account.

He wrote back within minutes; two messages. The first said that he "knows" I sent him books because I have listed books for sale previously on ebay. Which is... interesting logic. The second message said "You still have the nerve to say that you sent a computer when you know well that you sent books, you are a cheater, that is what you are and if I already opened the claim on ebay because you can't steal the money."

As far as I can tell no claim has been opened, just the return request, but I told him moving forward I would be communicating only with ebay regarding the issue, not directly, and I intend to do just that.

I'm just looking for guidance from more experienced sellers on if I'm handling this correctly or what I should be doing instead or differently.

Thank you in advance.

[tdumonde2014]

If the buyer opened a claim 10 minutes after it arrived in Florida, then it was never reshipped. It will come down to your word against theirs and we all know how that ends. If ebay has given you a date to decide, then a case has been opened. Go to the "resolution Center" and see what kind of case has been opened. Let us know.

[sweetsongsales]

As I said, no case has been opened. Just because you asked me to, I just looked in my resolution center. "No open request or cases." The buyer requested a *RETURN*. Ebay gives you a certain amount of time to decide whether or not you will honor a request for a return.

Quote the message from ebay:

"See request details and be sure to reply to the buyer by August 6, 2019. Note that if you accept the return, you should provide a return shipping label. You can purchase a return shipping label on eBay or send your own label. Starting on that day, the buyer could ask us to step in and help by opening a case - this can affect your seller level."

[this*old*attic]

If the SNAD is originating from the reship company, then it's no different than a gift recipient at this point. Buyer is still protected.

If you refuse the return and only communicate with Ebay, they will escalate and you'll get a demerit and buyer will be refunded from your account.

There is NO WAY to fight a buyer abuse case without refunding and receiving the merchandise (even if it's been switched to a box of rocks) back first. Then you report the buyer through the link in the transaction (which does allow you to upload pictures), wait an hour, and then call Ebay and start talking to them after they pull up your report.

And drop the righteous outrage. I know you're angry but you have to be VERY focused and professional dealing with Ebay - you can probably get a courtesy refund and put the buyer/shipping address on their radar, but only if you keep it together and launch a smart, targeted campaign.

Don't bother filming opening the box at the post office. DO file a police report if you get something different back. It's paperwork you can upload to Ebay to show you're serious.

[city*satins]

A return request is a formal request.  You need to respond to it before it's escalated into a case which you will automatically lose.

The buyer has signaled to you what you're going to receive back - some books.

I recommend that you phone eBay (not on the weekend) and ask to speak to a representative specializing in high value items/fraud.    

[this*old*attic]

They'll see that later as part of the case when they read communications.

It wouldn't hurt to call Ebay now, whatever makes the OP feel better. But Ebay can't and won't actually DO anything until there's a provable problem.

I think it's just a waste of time and energy at this point.

[jocli76]

"It arrived the next day at about 2PM and within ten minutes they sent me a message claiming I had not sent them the laptop but instead two books. Which is absolutely NOT the case."

Are you sure the address is a reshipper? How could it be reshipped and then received by the buyer in ten minutes? It obviously was not reshipped.

[sweetsongsales]

Because they obviously have instructions for the reshipping company to open the packages they receive, and report the contents back to them. Yes. I am 100% certain it is a reshipping company. I googled the address and it came up as such. There are negative yelp reviews from both ebay AND Amazon sellers complaining that they have been scammed by international buyers using the company/address in question.

The company is called TAC International and they are based in Miami, Florida. Not to be confused with other companies of the same or similar name in other places.

[city*satins]

Fair point.

[nh7235]

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@sweetsongsales wrote:

Quote the message from ebay:
"See request details and be sure to reply to the buyer by August 6, 2019. Note that if you accept the return, you should provide a return shipping label. You can purchase a return shipping label on eBay or send your own label. Starting on that day, the buyer could ask us to step in and help by opening a case - this can affect your seller level."

---

Your overseas buyer is fishing with a script, @sweetsongsales, so cease the chit-chat, immediately. Just open your Return details, click Accept the return, and have eBay issue the return label FOR THE AMERICAN ADDRESS.

You won't be billed for the return label as your oversea buyer can't use the return label. Call eBay after 5 business days, point out that the label hasn't moved, and have the case closed in your favor and feedback automatically blocked/removed if already left.

[sweetsongsales]

That's not going to work because the package never left the US. It is still in the hands of the reshipping company. If I issue a return label for the US address, the buyer will then forward that label to the reshipping company and instruct them to box up the books I allegedly sent and send them "back" to me.

[southern*sweet*tea]

Accept the return and send the label. They'll have five days to return the item from the US address.  No return in five days, on day six call and have Ebay close the return. Don't make any mention of reshippers at this point. Right now it's considered a regular domestic sale. The buyer loses ALL Ebay MBG privileges when they use a reshipper.  Your buyer may  know this, or they may not.

Regardless, other than accepting the return, there is nothing you can do until you get something returned back to you.

[divwido]

I know it's duh, but block that person. 

This is a no win case  because no one can prove anything.  But eBay will side with the buyer.  A buyer is likely lying to get money out of you.

Never ship anything expensive without protection-registered mail, insurance, has to sign for it.

In this case, that might have helped.

[ga-8370]

The reshippers do not participate in fake returns; they can't make money if they don't reship, and they can't jeopardize that.

It's a few of the reshipper's customers that scam, just like some tenants in an apartment complex commit crimes, and then the reshipper, like the entire apartment complex, gets a bad reputation.

Your buyer gave the game away by starting a return 10 minutes after delivery. No reshipper can unpack the numerous packages which arrived that day, then identify and notify the single buyer in the lot for that buyer to contact the seller within that time. Your buyer is fishing; the item has continued processing as normal to be reshipped. Contact the reshipper directly to confirm for yourself that they are unaware of your buyer's scam.

[peter-green]

there exists a need for some serious action in order to get out of your problem

funds for the return will need to be sent NOW, what ever you charged him is what you need to send him for the return postage,that is the rule,no more,no less

upload a screenshot of the money sent to him with paypal,in the note with payment mention return shipping funds, let ebay or your buyer know that you have sent them return postage and accept the return

do not quibble over the label,you have sent the return money and mean business,ebay will see that and keep it open till its returned.

the buyer may just keep the shipping money and fade away,

if you get back books the return will be closed and you will lose the money

all returns are easy to appeal,you just tell them what you want to do,

file a police report,come back in 5-7 days for a copy and submit it to the magic email link that you got when you started the appeal.

be sure to tell them on the 1st day that you will have to wait maybe a week to get a police report copy, you get like up to 10-12 days or something to comply with the appeal

this is the best advice I can give you,get the return money to him today and accept the return  today,the clock is ticking