The buyer refused to return providing fake photos from online as a proof of damage.

[thebodys_48]

The buyer has refused to return the item, providing a photo from the internet as proof of damage. The photo is not the item I sold. Additionally, they submitted a USPS letter claiming the item is too hazardous to ship, which appears to be counterfeit. Despite this, eBay has decided to issue a refund to the buyer. I have already appealed this decision by presenting evidence that the photos provided by the buyer match those found online. What further steps can I take in this situation?

[mam98031]

If the buyer filed an Request for Return and you approved it, you then issue a return shipping label.  If the buyer refused to return the product, you wouldn't have to do anything but wait.  If the buyer didn't return the item, you would not of had to refund.

So since that didn't happen something else did.  Did you try to deny the Return Request?  What details happened from the time the buyer filed the Request for Return?

[wip-4948]

Evidence does not matter to eBay.

All they care about is making their commission off the sale.

This is even worse for third party insurance as the terms will often require the buyer to retain the original packaging as well as providing photos. You can't legally force the buyer to do any of this. All the buyer has to do to get their money back is make something up and file a claim with their bank, payment processor or credit card. This process is entirely separate from eBay and ebay has no control over it.

[dbfolks166mt]

     Not a lot of detail to work with so difficult to provide any steps you could possibly take. What was the item and where did it ship to? It appears the buyer filed either an eBay claim or a CC chargeback. What reason did they give for the claim?. How did you respond to the claim or the chargeback? You don't accept returns but that does not equate to no refunds. 

     Need some additional information before being able to offer any recourse options you may have. 

[thebodys_48]

This situation has occurred a few times. The buyer requested a return, claiming the item was damaged, even though it was nearly impossible for the product, which was individually packaged powdered nutrition, to be damaged. Despite this, I accepted the return request, but the buyer refused to return the item, providing a fake USPS letter claiming it was too hazardous to return.

This time, it was a skincare product in a glass jar, which was nearly impossible to break due to its packaging and the material. The photo provided by the buyer was not of the actual product but a random image I found online. Additionally, the buyer submitted a letter from USPS.

[thebodys_48]

This situation has occurred a few times.The buyer requested a return, claiming the item was damaged, even though it was nearly impossible for the product, which was individually packaged powdered nutrition, to be damaged. Despite this, I accepted the return request, but the buyer refused to return the item, providing a fake USPS letter claiming it was too hazardous to return

This time, it was a skincare product in a glass jar, which was nearly impossible to break due to its packaging and the material. The photo provided by the buyer was not of the actual product but a random image I found online. Additionally, the buyer submitted a letter from USPS."

[mam98031]

@thebodys_48 

Please post what this USPS letter looks like, so we all can know.  Also have you contacted USPS to verify if the letter is real?  You could likely go to your local PO and talk to the manager to get a determination.  Seems that would be time well spent since you have had this happen a couple of times.

[thebodys_48]

Here is the photo of the USPS letter that the buyer claimed, which looks absolutely fake. I have appealed eBay's decision and am waiting for a reply. I also plan to visit the post office to confirm whether it is from USPS. In the past, I didn’t follow up on similar issues, but since it has happened again, I don’t want to let it go.

[deltilogical]

The photo did not upload, but I think it would constititute postal fraud.  Someone might find they have been a little too clever. 

[mam98031]

---

@thebodys_48 wrote:

Here is the photo of the USPS letter that the buyer claimed, which looks absolutely fake. I have appealed eBay's decision and am waiting for a reply. I also plan to visit the post office to confirm whether it is from USPS. In the past, I didn’t follow up on similar issues, but since it has happened again, I don’t want to let it go.

---

Your photo did not load.  Please try again.  Click on reply to this post.  Then the camera icon at the top of the reply box.  Then you select the pic you want to upload and enter.

[thebodys_48]

Here is the photo again. I erased the name.

[stainlessenginecovers]

This all sounds like a Bank Credit Card charge back, in which ebay is NOT the decider- the Bank is. There is not much you can do. 

[thebodys_48]

I received the message from eBay, which stated that they will refund the buyer after they provided proof in the form of photos. The proof the buyer provided is fake, as I found matching identical examples online. Are you suggesting that there’s nothing sellers can do to protect themselves and avoid such situations?

[albertabrightalberta]

---

@thebodys_48 wrote:

Here is the photo again. I erased the name.

---

Sheesh! I agree that it's not from USPS. Several misspellings and grammatical errors are not something you'd see from an official USPS correspondence.

• "do" to new revisions (s/b or would be "due")
• made in various "section" of USPS (s/b or would be plural, sections)
• box "ect" "the" we consider hazardous (s/b or would be etc. and that)
• "can not" or will not be shipped "and or" delivered (s/b or would be cannot and and/or)

There are so many errors in addition to those shown! 

[ten_o_nine]

That letter is fake, I would take a copy and other documents and head to the post office to file a mail fraud claim, it's a federal crime.