What to do when ebay does nothing to stop fraud.

[luckey14]

Buyer recieved the item.  Tracking and his emails prove it. Then he told ebay they didn't. So ebay sent him his money back. He won't return the item. Many back and forth with ebay but no resolution for months. They admitted he received it and got his money back yet ............................crickets.  I've talked to police and will use the law if necessary but this is really on ebay and they should act on it.

Is ebay using AI for resolution or do actual humans look it the issues? WHO did I call to fix this?

[m60driver · Accepted solution]

Ebay does very little to stop fraud.  Talking to the police is an even bigger waste of time then trying to contact Ebay as it is all a civil matter and not a criminal matter.  Use Ebay for Business on Facebook to get a real person to look over your case.  Most importantly in these matters learn and follow all Ebay procedures in a timely manner when dealing with such a case.  You may have missed an important deadline to respond and if so your situation is hopeless.

[a_c_green]

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@luckey14 wrote:

Buyer received the item.  Tracking and his emails prove it. Then he told ebay they didn't. So ebay sent him his money back.

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More detail needed here. Did he file an Item Not Received claim? Did you respond with the tracking number? Was the item sent to the address you received with the payment? If the sale was $750 or more, did you ship with Signature Confirmation?

[luckythewinner]

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@luckey14 wrote:

Buyer recieved the item.  Tracking and his emails prove it.

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Having tracking and emails is not enough. In order to have seller protection, you must have uploaded the tracking within your handling time, it must have received a scan within your handling time, and it must have been delivered within the estimated delivery time.

You must also respond correctly to the dispute within the dispute time frame, and you must correctly provide the tracking number again in that response.

[dbfolks166mt]

     Not enough detail here to even offer any suggestions or advice. See comments by a_c_green.  In addition what was the item, where did it ship to, how did you ship this (USPS, UPS...), what class of postage.......... 

Not even sure what the police could do or what your legal options are not enough information provided.  

You say he won't return the item but how would that even be possible if he has not received it yet?

[12345jamesstamps]

Could it have been a credit card chargeback?

[a_c_green]

@luckey14 : Is this a continuation of the problem you reported last January?

https://community.ebay.com/t5/Ask-a-Mentor/Buyer-Says-Item-Didn-t-Come-But-It-Did/td-p/34232217

What is the item in question? 

[luckey14]

He did receive it. I was on vacation and when I returned I sent the tracking # to ebay. He told them he didn't get it but UPS shows he did and his replies to me on ebay show he did. They gave him his money back and now he won't return the item.  Ebay has subsequently said I was right and they would fix it. That was months ago. The guy still hasn't returned the item.

[luckey14]

This is the reply I received from ebay months ago. NOTHING has happened since. The buyer got his money back and kept the item.

"I believe you shipped the item, and the buyer even confirmed receiving it as they stated the issues/condition of the item when they got it. Therefore, due to the circumstances of the case, I have decided to submit this case to our special team so that they can conduct an additional review so that they can issue you a manual refund."

I'm not giving up on this. The guy lied and stole my item.

[luckey14]

Yes. Nothing has happened even though I received this reply form ebay. I'm not sure a 'Human Being' has even been involved in this yet. Seems like all I get is boilerplate responses.  I'm not giving up.

"I believe you shipped the item, and the buyer even confirmed receiving it as they stated the issues/condition of the item when they got it. Therefore, due to the circumstances of the case, I have decided to submit this case to our special team so that they can conduct an additional review so that they can issue you a manual refund. "

[theteamsetguy]

@luckey14 ,

I'm confused, UPS tracking shows delivered does not necessarily mean the buyer actually got the item. I've personally never received a package from USPS, UPS, and Fedex when tracking shows it was delivered to me over the years. 

Most of the time the package was delivered to a neighbors house by mistake. However, there have been a couple of times I've knocked on a door supposedly where the package was delivered and they said they didn't receive it.

Did the buyer explicitly state in a message that he received it or you are relying on the tracking information from UPS? UPS drivers are human and are not perfect. Did the buyer open a case thru eBay or thru their financial institution?  If the buyer filed a missing package case with eBay you had 3 days to upload tracking information showing item was delivered. If not eBay will step in and close the case by issuing refund to buyer with YOUR funds and allowing the buyer to KEEP item if he actually received it. 

[theteamsetguy]

@luckey14 ,

It sounds like the buyer got the item but was not happy with the condition? If that were the case I would have told the buyer IMMEDIATELY that I will give send them a mailing at MY expense to have them return the item for a FULL refund. That way you can resell the item to someone else.

By accepting a refund and issuing a return label you DON"T have to refund money until you receive the item back.

[yuzuha]

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@luckey14 wrote:

"I believe you shipped the item, and the buyer even confirmed receiving it as they stated the issues/condition of the item when they got it. Therefore, due to the circumstances of the case, I have decided to submit this case to our special team so that they can conduct an additional review so that they can issue you a manual refund. "

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... that makes it sound like you didn't upload tracking. Did you?

[dbfolks166mt]

Yes. Nothing has happened even though I received this reply form ebay. I'm not sure a 'Human Being' has even been involved in this yet. Seems like all I get is boilerplate responses.  I'm not giving up.

"I believe you shipped the item, and the buyer even confirmed receiving it as they stated the issues/condition of the item when they got it. Therefore, due to the circumstances of the case, I have decided to submit this case to our special team so that they can conduct an additional review so that they can issue you a manual refund. "

     The response you received looks like it was from a chat session with a CS rep. If so you should know that CS will tell you what you want to hear even though it may not be correct even to the point of lying. There is no case number or reference to how to contact the "special team". Chances are this NEVER went anywhere. 

[dbfolks166mt]

I'm confused, UPS tracking shows delivered does not necessarily mean the buyer actually got the item. I've personally never received a package from USPS, UPS, and Fedex when tracking shows it was delivered to me over the years. 

Most of the time the package was delivered to a neighbors house by mistake. However, there have been a couple of times I've knocked on a door supposedly where the package was delivered and they said they didn't receive it.

Did the buyer explicitly state in a message that he received it or you are relying on the tracking information from UPS? UPS drivers are human and are not perfect. Did the buyer open a case thru eBay or thru their financial institution?  If the buyer filed a missing package case with eBay you had 3 days to upload tracking information showing item was delivered. If not eBay will step in and close the case by issuing refund to buyer with YOUR funds and allowing the buyer to KEEP item if he actually received it. 

     These are the details that the OP has yet to reveal in detail. I am not sure if the buyer opened a INR or NAD case with eBay or their CC company. I am not sure if the OP responded to the case AND uploaded the tracking information and proof of delivery to the case. The reference to "message" to eBay is obscure. 

     Something is not adding up. I have never seen a post in this forum where a seller lost an INR if the item was delivered and the seller followed the process regardless of where the package was delivered as long as the tracking showed delivered. 

     Now if the buyer filed a NAD then this is a different story but still not specific detail from the OP on whether they filed an official NAD case and if so how did the OP respond. I am at a loss as to where to go from here without accurate specific details.