Seller made fraudulent refund request on a non return item and no contact from ebay.

[sjenja123]

Hello, I have a problem with a buyer that has made a fradulant "item was not as descibed" refund request and paypal/ebay has withdrawn the wrong amount of money "way to much" from my paypal account while they stay silent. I have contacted the buyer with prove of him lying about the item and with no luck and I have reported the buyer to ebay, but still no communication form ebay. Now when I call Paypal they say that I have to contact ebay but that is kinda impossible. So I guess this is my last resort to getting any real answers to what to do in this situation? 

[tunicaslot]

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@sjenja123 wrote:

Hello, I have a problem with a buyer that has made a fradulant "item was not as descibed" refund request and paypal/ebay has withdrawn the wrong amount of money "way to much" from my paypal account while they stay silent. I have contacted the buyer with prove of him lying about the item and with no luck and I have reported the buyer to ebay, but still no communication form ebay. Now when I call Paypal they say that I have to contact ebay but that is kinda impossible. So I guess this is my last resort to getting any real answers to what to do in this situation? 

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First you have to give us more details - what was the item? New or used? Why did the buyer say it wasn't as described? Did you disclose everything in your listing if it wasn't new and in perfect condition? What do you mean that Paypal/Ebay withdrew way too much? They cannot withdraw more than the purchase amt.

If the buyer opened a case - that was when you should have come to the boards for advice on how to answer the case as they allow the seller time to respond to the case. Did you let that time lapse?

Unless we have more specifics - we can't try and help you.

[klassic*kids]

@sjenja123  Let's be clear on something -- there is no such thing as a "non return item" as you have written on the title of this thread.  *If* the buyer claims the item is not as described then they can open a return case even if you feel the item *is* as described. You should accept the case and get your item back.

I don't understand what you mean by eBay withdrawling money from your account, that makes no sense to me unless perhaps you failed to respond to the return case within a timely manner and they were reimbursed.  If it's "way to much money" you should know they will also be refunded any shipping costs.

Paypal has nothing to do with 'not as described' cases.  If the case hasn't closed yet and you want to appeal it you should call eBay's customer service (number available on top left of screen under 'help & contact').  As a fyi -- I wouldn't bother with the appeal as you will likely never win it.  

Good Luck.

PS: Can you tell us what the item in question is and what they said wasn't described correctly about it?  And how long ago this was?

[sjenja123]

I´ll give some more info. The item in question is this one:  http://www.ebay.com/itm/322505133416?ssPageName=STRK:MESOX:IT&_trksid=p3984.m1561.l2649

Now the buyer bougt this item together with another item and this was sendt in the same package and in the same paypal transaction, then the buyer makes an refund/return request only on the first item in quetion and paypal refunds him for both the item, even though the ebay refund/return request is only on first item. That is the first issue. 

Second here is my communication with the buyer. 
"

02 Jun

You sent a message

Message

The serial number was never listed in the original sale ad and the Macbook`s specifications were never advertised as to specifications you claim. More over I provided accurate specifications as to the logic board inside the Macbook(see attachment picture ) The item was put on sale "for part only", with "no return" , "as is on the pictures", because no further investigation of the macbooks specification could be done. Furthermore the serial number on the back lid you provide confirms the specifications that I had listed of the macbook in the original listing. Please see the picture I have provided. I will no accept any returns on term of any misunderstanding on your part at this moment, as it was stated clearly in the original listing.

02 Jun

The buyer (*********) created a return (5056929166)

Reason for return

Doesn't match description or photos

Comments

The motherboard haven t the same serial number of the macbook frame. the seller didn t announce that he changed the motherboard or the frame. the frame serial number for a macbook 2.9Ghz 16gb of ram is not as described by the seller 2.7Ghz i5 and 8gb of ram the seller only told us that the macbook has a water damage, not have a part changed inside or serial number mismatch between the motherboard and the fame . i have no need to a macbook with a serval serial number i want to return it back"


What i belive has hapendt that is the buyers got the Macbook and could not repair it. So he want to return it so he makes a false claim to ebay/paypal and as it is now ebay is silent. 

The first picture is the buyer claiming that the macbook was not as described, the second picture is me googleling the serial number and showing the buyer that he is wrong. 

[klassic*kids]

@sjenja123  This is just a lot of technical jibber jabber to me.  As I stated earlier a buyer can open a 'not as described' return case at any time.  It supercedes your 'no return' policy, which means nothing.  You have two options when a case is opened -- accept the return and get your item back or appeal the case (though you will likely never win that appeal).

It sounds like you did nothing in response to the case.  You never did answer -- how long ago was this return case opened?  Did you just ignore it and sit on it for weeks?

[sjenja123]

How can you get at "It sounds like you did nothing in response to the case.  You never did answer" Did you read my responce to the buyer ? I answered him the same day that he made the claim. After that i did not hear from the buyer or ebay. 

[klassic*kids]

@sjenja123

Emailing the buyer has nothing to do with this, that's not responding to the case. You have to respond to eBay through their system and the CLAIM form and your choices are: refund or appeal.  There is not choice "I don't have a return policy".  

Did you read the case when you got it?  Emailing the buyer isn't going to move the case along.  You can send him 100 emails but if you didn't handle the claim then you still didn't handle the claim.  Unfortunately for you, you did not follow protocol.

Maybe someone else can find more info that explains what to do with a return case.  I can't seem to find it right now. In the meantime, I found this basic link: https://ocsnext.ebay.com/ocs/sc

[sjenja123]

The retur case was opened from the 02 june to the 10 of june. I wrote a reply on the 02 of june. Then nothing happendt I wrote to ebay-....nothing, after the 10 of june where ebay should have gotten involved with the case nothing happendt. now its the 20 and still nothing. 

[siayan]

When ever there is a return request for "Not as Described" the real only option is "Return for a Refund". It is usually a losing battle to try to fight it. Once you try to fight it there is a possibility to lose everything.

There are certain items and categories that are high fraud areas. It is a mine field to enter into them. Not for the faint of heart. 

I wish I could give more helpful advice but unfortunately this subject appears on this board all too often and often too late.

[klassic*kids]

So, it sounds like you let this case close without resolution when in fact you wanted to appeal it?  This might be useful for you: https://ocsnext.ebay.com/ocs/sr  You may want to contact (CALL) eBay.  Your email to them probably ended up in never-neverland.

PS: You probably ended up with a defect for letting this case close without a resolution.  Check your dashboard -- too many of them and you lose your selling privelages.

[sjenja123]

"You can appeal within 30 days from when we make a decision by providing new documentation" . 

When I go to the specific case in my options are: 

Select a reply

Accept the return

Provide a return postage label or postage to the buyer via email. You are responsible for the postage cost. Wait to get the item back before you refund the buyer.

Give a full refund

You can fully refund the buyer to close this request. The buyer keeps the item.

Offer a partial refund. You have one chance to offer an amount. The buyer keeps the item.

Send the buyer a message

You can reply to the buyer.


I have no option ot Appeal anything, When the case was opened it said that I shuold "communicate with the buyer to reach an agreement". Nothing about an appeal. Where do I appeal ? 

[sjenja123]

Do you have a number to ebay ? I cant seem to find any. 

[klassic*kids]

Not allowed to post it on this board but if you look up on the upper left hand side of the screen where it says "help & contact" click on that and then click on the appropriate prompts and scroll down the screen for a 'call us' -- it will give you a phone number and an access code.

[tarpedge]

The return request is still open, and you have the three options for resolution -- return for refund, refund without return, and partial refund without return.

Right now your buyer is looking at a button to Ask eBay step in. If that happens, you've immediately earned a defect. Then you'll be given 5 days to either send postage, overseas or not, to return the item, or eBay will force a refund without requiring a return.

You cannot appeal until after you have lost the case. Google "eBay number" if you need to call.

[retrose1]

OP, I am not sure how things work on the International site that you sell on so some of our advice might not be correct.

BUT - lets get some of the obvious out of the way.  You listed more than one high dollar/high scam items on a id that has less than 10 recent selling feedback.  This makes you the target for scammers - which is what I believe you have.  On top of that, you have no idea how ebay works which means that scammers count on you making mistakes so they can get everything for free and you-the seller will be out money and items.

OK, here is what I think is happening.  If the buyer paid for two items and you shipped both items together then even though it is one item that the case is against, you are going to be dealing with both - especially if more money than the one item is worth is being held.  I think that your buyer might be aware of that and is taking advantage.  Check the buyers feedback left for others and how much feedback they have racked up in the past few months.  If it is a lot, you have someone who knows their way around ebay.

You correctly listed the one item for parts - that should earn you an auto win on a snad case if you call your ebay CS and have them look at what is going on.  You should do it now.  make sure that you have all the facts at hand and keep your explaination less than 5 sentences/100 words.  Example - I listed the Macbook for parts not working and now the buyer has filed a case that it doesn't work, I would like the case closed and my funds released.

Then let the CS take a look at the listing and the case.  Answer their questions, but be brief about it.  Do not ramble about the other items since it does not have a case, or anything else that has happened.

When there is a case, you must message through the case - and a quick piece of info....when ebay says they want you to work it out with the buyer, what ebay wants is for you to refund them.  If you messaged the buyer through ebay messages - have the CS take a look at them.  BUT if the messages do not say anything about return or refund, then they are irrelevant to the case and the CS will ignore the.

If the case is still open - you can win this if you get your ducks in a row and asct quickly.  If ebay has already decided then it's over and there is no appeal.  You have to act before ebay does it for you.

If the CS does not see things your way then hit the return for refund optiona and send the buyer a return ship label.  But do not be surprised to get back your macbook stripped of parts and/or a book in the return box.  You will have to refund the buyer since they sent something back and then report the buyer to the proper outside authorities.