Fraudulent Return - How do I speak with someone higher in the fraud department?

[justdingers]

I just had a buyer complete a fraudulent return for a couple of GoPro cameras. They used a common reshipper (Meest America) at 600 Markley St, Port Reading, NJ 07064.

To make a long story short, the buyer photoshopped the tracking label barcodes onto a label that had a completely different address in my city. I have photo evidence of the shipping label that came through USPS because they took a photo of it.

The buyer filed a return and I spoke with ebay to try and get the situation rectified. The buyer then filed a claim and was awarded the money. 

I have provided ample evidence that there was fraud with this return via email to the offline team and I get the same canned response: USPS Delivery tracking shows your package was delivered, make sure to ask your neighbors, make sure to file a missing package request. It doesn't matter if I find this missing package, it was a bubble mailer  and it doesnt have my GoPro.

How do I get in touch with someone that actually knows what they're talking about? This is extremely frustrating to talk with a million people that give canned responses. 

And yes, I have contacted the ebay for business facebook account and they didn't respond to me.

[vintagecraze50]

Did you get to show proof of the photoshopped photo from the PO to ebay? You need to get USPS involved and be sure they can verify the label was in fact photoshopped.

[mtgraves7984]

Well, if anything does show up... hopefully it was one of your listings that you offer Returns on. If a Free Returns item, or a 30-Day Returns item (with your TRS status) you'll have the protection of reducing the refund by up to 50% if the cameras come back damaged/de-valued, etc.

Get USPS involved and reach out to eBay on their facebook page. Good luck.

[femmefan1946]

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that mean giving you the advice you want to hear instead of the advice you need to have.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
 

[justdingers]

It wasn't a great photo because it was just a quick scan they have of the package and label. It did show the tracking barcode along with a different address. I think I would potentially need them to get the package back, but who knows if that's actually possible. It just went to some random address in the area.

One of the reps straight up told me that labels can't be altered so this was impossible. This is a pretty common scam from both buyers and sellers, I don't understand how I am getting told that.

[justdingers]

I was tempted to do the 50% return since I am a Top Rated Seller, but I waited until the buyer filed the claim because I believed ebay would see the evidence and have my back.

The cameras definitely aren't coming back, the return package they used was a tiny bubble mailer that wouldn't fit it.

[justdingers]

Thanks!

I did message the Facebook page and they never responded.

The chat consultant wasn't able to provide any help.

I'll message the twitter account, though I am concerned they might not respond since they haven't posted in a year+

[kensgiftshop]

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@justdingers wrote:

It wasn't a great photo because it was just a quick scan they have of the package and label. It did show the tracking barcode along with a different address. I think I would potentially need them to get the package back, but who knows if that's actually possible. It just went to some random address in the area.

One of the reps straight up told me that labels can't be altered so this was impossible. This is a pretty common scam from both buyers and sellers, I don't understand how I am getting told that.

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A photo won't provide any proof, because anyone can make a photo.

You need a letter from USPS stating that the package was not addressed to you.

File mail fraud with USPS.

File a police report.

Once you have all three, use them to appeal the case.

[femmefan1946]

The links are current, but they do not always give you an immediate answer.

For one thing, it is possible you hit a shift change.

The Chat reps are in Utah.

[mtgraves7984]

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@justdingers wrote:

I was tempted to do the 50% return since I am a Top Rated Seller, but I waited until the buyer filed the claim because I believed ebay would see the evidence and have my back.

The cameras definitely aren't coming back, the return package they used was a tiny bubble mailer that wouldn't fit it.

---

@justdingers 

Dang.

If you've got a 'Delivered' scan on the return package, somebody will be refunding this buyer. If you approve the 50% (before it escalates), then you have no appeal. You approved the refund.

If you don't approve it and eBay steps in, you'll be able to appeal. But your Seller Metrics will take a hit. Catch-22.

[justdingers]

Thanks Ken. I'll follow through with those steps. Looks like I am really going to have to work for this one.

[lakefor94]

The 50% is one of the only perks the sellers have. Hopefully there won't be a next time to apply it.

[ittybitnot]

To make a long story short, the buyer photoshopped the tracking label barcodes onto a label that had a completely different address in my city. 

@justdingers 

This is nothing new.  When a buyer uses a freight forwarder, that is supposed to void the Money Back Guarantee.  Unfortunately, it is up to the seller to point out that a freight forwarder was used for the auto return system just proceeds as normal.

The label you sent to the buyer was for a return from the forwarder in NJ.  Obviously, the product has been shipped overseas and that label was useless.  This is not the first time that the return label has been altered in the manner that you describe.  

The regular eBay customer service will not help in this situation, the reps that monitor the Facebook message portal have been more helpful in the past. Hopefully, since you can upload the photo evidence you have from USPS, they may accept it.  They don't have to as you agree to become a victim of this by allowing eBay to decide all cases. 

[luckythewinner]

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@justdingers wrote:

To make a long story short, the buyer photoshopped the tracking label barcodes onto a label that had a completely different address in my city. I have photo evidence of the shipping label that came through USPS because they took a photo of it.

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I am amazed that a buyer went through all that when he could have accomplished the exact same thing by simply sending you an empty box. 

[dbfolks166mt]

Thanks Ken. I'll follow through with those steps. Looks like I am really going to have to work for this one.

     Most transactions flow through freight forwarders without any problems but yours is not the first post regarding this type of situation. As ittybitnot mentioned the automated process probably resolved the initial case when the package showed delivered regardless of what address it was delivered to. 

     While the MBG is negated when the buyer utilizes a FF it becomes incumbent on the seller to appeal the case providing proof to eBay that the buyer used a FF and to get the initial decision reversed. Sometimes the appeal process works sometimes it doesn't but the regular customer service is useless these days and a waste of your time to even contact. Appeal the case as a start and at the same time keep trying to contact eBay through the FB connection. 

     Be sure to file the reports kensgiftshop mentioned the police report should be filed with the Port Reading, NJ police department that is the address of the Meest America FF. FYI there are all kinds of complaints about this company on a number of sites including the BBB to which you may also want to file a complaint. It is actually difficult to say whether it was the buyer or possibly the FF that altered the label. 

https://www.bbb.org/us/nj/port-reading/profile/shipping-masters/meest-america-inc-0221-18001685