Sold an expensive camera and buyer claims he received a book and now wants a refund.

[jdp121919]

Hello.  This is my first post here.  I recently sold a high end camera on eBay.  I live in the USA and the buyer was from Qatar.  I packaged the camera and shipped using USPS.  Since the camera was very expensive I did purchase insurance through USPS.  I sent the camera to the buyer and he sent massage stating that he received a book instead of the camera and has requested a refund.  I asked him if the package seemed if it was tanpered with and he says no.  I have been selling on eBay for a while and have sold some expensive items but have never encountered this problem.  I have all positive reviews and have never had an issue as a buyer or a seller.  I searched online and am afraid the buyer is going to return a book and I will  lose out on the camera and the money that was paid for it.  I have not yet accepted the return request.  What are my next steps?  Any advice would be greatly appreciated.  Thanks.

[sam9876]

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@jdp121919 wrote:

There seems to be another issue.  When dropping this package off at the post office I specifically asked to add insurance and also signature confirmation.  The receipt says it was insured. However in the tracking information online there is no signature and it does not say anyone signed for the package.  I stated twice to the mail clerk that I wanted signature confirmation.  Is it possible she did not add it?  Would it day anything on the receipt?  Do international insured packages automatically include signature confirmation?

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"When dropping this package off at the post office I specifically asked to add insurance and also signature confirmation."

Signature Confirmation is only available on domestic shipments.

"Do international insured packages automatically include signature confirmation?"

No.

The lack of an online viewable signature is moot at this point.   The buyer has filed a SNAD complaint.

A smart scammer would have filed an INR complaint.

[missjen831]

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@goldunltd wrote:
Make sure you print out shipping receipt and info it was shipped and arrived. Do not accept any Return Request, and call Ebay when you have the shipping receipt and tracking.

This is exactly why I never ship overseas, sorry.

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Why does the OP need a shipping receipt? It doesn’t prove what he shipped. Why does he need tracking? What does that have to do with his problem?

[emerald40]

I have not gotten to the end of the tread yet but in case this was not suggested yet

Call ebay and explain the situation.  Tell them you purchased insurance and are awaiting a postal supervisor to get back to you.  Now I am not sure how this works in International countries, but here in the US a postal inspector would go out to your buyer and inspect the packaging to see if it was tampered with.

But as I said call ebay and try to get the longest extension of time that you can in order to deal with this before you have to refund.

[emerald40]

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@jdp121919 wrote:

This is not right.  Why would it matter if the package was overnighted?

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I am responding as I am going,  but Registered.

Kept in separate cages with only 2 people having the key, has to be signed for every step of the way.  Chances are slim to none that mail going that way could be tampered with.

And this is why you need a Postal Inspector to take the guess work out of who did it, or if it was even done.

Overnight is fast for a reason.  Not many checks and balances.  So while it is fast it is not secure.

[escuintla]

I just had an incident, a $500+ item sold, got a check, cashed it in the bank, and 2 days later the bank sends a charge back for the same amount. The buyer canceled the check. Fortunately, Priority Mail was that fast on my item sent inside CA. I had to pay the same amount I paid in shipping and insurance to get it back. 

One thing you can do, if you get the "book" back, is to weigh it. If they are smarter than you, they will send you the exact weight of the camera but instead a book. 
Good luck, really. This is one of the reasons I stopped selling overseas. 

[missjen831]

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@emerald40 wrote:

I have not gotten to the end of the tread yet but in case this was not suggested yet

Call ebay and explain the situation.  Tell them you purchased insurance and are awaiting a postal supervisor to get back to you.  Now I am not sure how this works in International countries, but here in the US a postal inspector would go out to your buyer and inspect the packaging to see if it was tampered with.

But as I said call ebay and try to get the longest extension of time that you can in order to deal with this before you have to refund.

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They don’t typically put this kind of case on hold. The seller is expected to refund the buyer and pursue the insurance claim. If the insurance claim is denied because of lack of cooperation, then there is seller protection & the seller can appeal with eBay as long as it’s within 30 days. If anything, they won’t put the case on hold because of an insurance claim but they might put it on hold & ask the buyer for a police report or other documentation. 

[emerald40]

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@missjen831 wrote:

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@emerald40 wrote:

I have not gotten to the end of the tread yet but in case this was not suggested yet

Call ebay and explain the situation.  Tell them you purchased insurance and are awaiting a postal supervisor to get back to you.  Now I am not sure how this works in International countries, but here in the US a postal inspector would go out to your buyer and inspect the packaging to see if it was tampered with.

But as I said call ebay and try to get the longest extension of time that you can in order to deal with this before you have to refund.

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They don’t typically put this kind of case on hold. The seller is expected to refund the buyer and pursue the insurance claim. If the insurance claim is denied because of lack of cooperation, then there is seller protection & the seller can appeal with eBay as long as it’s within 30 days. If anything, they won’t put the case on hold because of an insurance claim but they might put it on hold & ask the buyer for a police report or other documentation. 

_____________________________________________

Jen, does ebay reverse their decisions?

I was under the impression there was no appeal for the seller, or not a really fair one.

I remember that long thread with the woman who sold a designer handbag, and everyone was telling her you need to act now because once the money is returned, all is lost.

But of course ebay has made so many changes lately, it is becoming more difficult for ne to keep up.

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[emerald40]

Also if this is a buyer only, he can simply abandon his account and disappear.  Also he is from an International country.

Unless ebay steps in and refunds out of their own pocket, the chances are slight the buyer is going to do so.

So in like a lot of civil cases, the seller can win the appeal and still be out the money.

[goldguy22k]

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@lunalapin1912 wrote:

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@bubbleman2010 wrote:

Posting IDs will always false just their nature....

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Sam's right.  This is from the USPS site

• Registered Mail: The most secure service that the USPS offers, ideal for your high-value shipments. It incorporates a system of receipts to monitor the movement of the mail from the point of acceptance to delivery, and can be insured up to $25,000 against loss or damage. This service also includes proof of mailing and delivery.

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Interesting.  Are registered mail services available for overseas shipments?

[bubbleman2010]

See if this link works..   https://postcalc.usps.com/CountryPriceGroup

[goldguy22k]

So what are you saying?   I'm not understanding the answer.  Thought I asked a yes/no question?  Or did I mess that up? 

[bubbleman2010]

That link gives you the countries you can ship to the weights allowed and the insured value,but nothing is fool proof if they want it bad enough they'll own it..

[nowthatsjustducky]

Well, Registered does get the security tape, and gets signed for every time it changes hands.  In fact, that is why USPS can be used to ship classified material up to Secret.  Heck, that is one of several things I still remember from the annual COMSEC handling class we had to take.

[emerald40]

A postal person explained it to me.

Registered mail is kept in a separate cage.  Only 1 or 2 people have the key.  Everyone who touches it has to sign for it. It is kept separate from regular mail.  It is practically lojacked every step of the way with constant updates to tracking in real time.

It is slow but the safest way to go.  I use it a lot.

[nowthatsjustducky]

Yep.  And all those features are why USPS Registered can be used for classified up to Secret but not Top Secret; that is usually either hand carried maintaining two person integrity or transported by the State Department's own DCS (Diplomatic Courier Service).