How to deal with scammer who claim receiving empty box and opened a return request?

[clairejyjy]

A scammer from Canada bought a laptop and claimed he went to the Postal Office and the clerk told him it is very light. He opened the box and it was empty. There are several facts demonstrating he is lying: 1. It was shipped with eBay Global Shipping program. We received three emails from eBay Global Shipping (1) confirming item was received (2) Item is under safety review because of laptop batteries (3) Item passed the review and shipped from eBay Global Shipping center to Canada. If we shipped an empty box, how can it passed the review?! 2. According to the photo the buyer provided, the shipping label generated by eBay Global shipping showed the package weight 1.83 kg, which is the correct weight.(The shipping label from us to eBay Global Shipping center we bought is 2kg) This demonstrated the package was weight by eBay Global Shipping center. So during shipment by Canada Post, the laptop was inside the box. 3. The buyer described exactly what was missing in the box. If it was not him who took the contents out, how can he name them correctly?! 4. The buyer is abnormally calm. If a buyer received an empty box, he must be very anxious. 5. We asked a lot of details, they buyer never replied. He opened item not received case and it was denied by ebay. Then he opened a return request. To our knowledge, for a return request, we must accept it and provide full refund, right? Please advice how to deal with the scammer. Thank you!

[castlemagicmemories]

He can't return something he didn't get, in any case, upload tracking showing delivery to the GSP Center, and call and get the case closed.

If buyer opens the right case, then it is on GSP to handle it.  He should have opened a not as described case.

Check out the thread on this Board, WON MY APPEAL.  

https://community.ebay.com/t5/Selling/Won-my-appeal/m-p/25826608

[ittybitnot]

The "empty box" is a SNAD claim.  You are going to have to call ebay, and explain this was a Global Shipping  transaction, and it should be ebay's problem.  Unfortunately, their programming does not distinguish a GSP order or claim from those that are shipped domestically.  Ignoring it is not an option. 

[clairejyjy]

His reason for return is "Missing parts or pieces"

[ittybitnot]

His reason for return is "Missing parts or pieces"

That could go either way.   

What was supposedly missing?  

If ebay decides not to honor this as a GSP issue, you will have to fund the buyer for the return. It will not matter what is in the parcel you get back just as if it was a domestic transaction. 

[myjunqueyourtreasure]

Of they claim the box was empty, presumably the whole thing is missing? = )

Either way it's a GSP issue. Op needs to call CS and point this out to whomever answers.

[hwa_59]

for item not received,you are covered since y ou have tracking shown delivered to GSP.

bUT IF he filed item not as described,then you will have to refund him

[hwa_59]

it could have been stolen before it arrives at his post office.

GSP has its own insurance policy,why not ask them?