Customer returned empty box

[sqvision]

Dear Friends, 

We had a customer who purchased 2 items from us, then purchased another 8 items in about 2 weeks (all same product, altogether 10 items). So we assumed, they loved the items. 

However, in about a week after the second purchase, the customer decided to return both purchases. We accept returns on every item for any reason within 30 days. So we approved both returns and issued them return labels. 

However, instead of getting our 10 items in return we got an empty box, with 1  product, which was not even the item we are selling. The delivery tracking showed the return was delivered, however, we did not receive our original items. But the customer got the refund, since the tracking showed items are delivered. Meaning, the customer just got the 10 items for free (each about $30, making it altogether about $300). 

We opened a case with Ebay, providing the pictires of the item we received from the customer, however, the case was solved in customer's favor.

We wonder if any of you ever dealt with such scam? And if there is way for us to protect us from further purchases from this specific buyer? And from such scam in future. 

Thank you in advance! 🙂

[richard1rst]

When a return is delivered eBay sends you an email saying it has been delivered and giving you 2 days to issue the refund. eBay only issues the refund if, after 2 days, you do nothing. They do not do it automatically upon delivery.

In other words you had a 2 day window to call eBay and make your case.  Did you IMMEDIATELY call after receiving the box?

The post office should have been able to provide you with the weight of the box. Considering what should have been in the box that should prove it was empty.

It is necessary to be IMMEDIATELY PROACTIVE whenever there is problem. eBay doesn't know there is a problem unless you tell them.

Now, I know that some naysayers will come on and say it wouldn't have made any difference.

For the record, in the last 12 months I have successfully denied refunds to 3 maleficent buyers. So it does work. But you have to lean into it.

At this point there is probably nothing eBay can do to get your money back. They could harass the buyer to return the items.

But in the meantime, sending back an empty box for a $300 refund could possibly justify a criminal count of mail fraud and larceny - possibly Grand Larceny - I'm not sure what the threshold is. (Which you will gladly drop if they return the items)

To prevent future purchases put them on your Blocked Buyer List.

[7606dennis]

Alas!  Your pictures are irrelevant.  You probably should report the buyer to the USPS postal inspectors for suspected mail fraud. 

[lamber9347]

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@sqvision wrote:

Meaning, the customer just got the 10 items for free (each about $30, making it altogether about $300). 
We opened a case with Ebay, providing the pictires of the item we received from the customer, however, the case was solved in customer's favor.
We wonder if any of you ever dealt with such scam? And if there is way for us to protect us from further purchases from this specific buyer? And from such scam in future. 

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I'm sorry this happened to you but it doesn't seem you are posting the whole story. Doesn't sound completely correct and the details you are leaving out would benefit in giving you advice. Perhaps provide more details and a timeline of events. Best of luck to you....

[dtexley3 · Accepted solution]

Sorry you have ot go through this.   The correct steps for handling this are:

1. File a mail fraud complaint with USPS.

2. Get a detail tracking report for BOTH directions, those will include box weights if you are lucky.

3. File a fraud complaint with IC3.gov

4. File a police report with your local department and request a copy be sent to the local department of the buyer.  If they balk, politely remind them that this is FELONY mail fraud, and that you need a police report for insurance purposes.  eBay won't tell you, but without a police report they do basically nothing.

5. Since you're already past the initial case (where they found for the buyer) you need to file an appeal. Submit the documentation from all the steps above in your appeal.  Be persistent, eBay should refund you.

6. report the buyer for abuse, again the above documentation is used.

7. If it's a cellular phone, take the documentation to the carrier and report the phone stolen.  (If successful AND the buyer is dumb enough to complain that the phone no longer works turn have that documentation added to the police report, they just admitted to the felony. This HAS happened in a previous case).

[sqvision]

Thank you very much for this feedback and the info. 

We opened a case with Ebay immediately after receiving the box, providing the pictures of the box, the label and box content. Even the name of the sender on the label was just a random set of letters. However, Ebay still decided to refund the buyer after reviewing the case. I guess the evidence from our side just was not enough. And i can understand, we could just take a picture of any empty box. Why should they believe us, not the buyer? And we did not know that we can get the USPS weight record somehow.

Anyway, this is a good lesson for us and thank you for bringing up the Block List. We did not know about it. 

[monster-deals]

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@sqvision wrote:

We wonder if any of you ever dealt with such scam? 

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I have been the victim multiple times and have had to refund every buyer.

The last time this happened, even though I had to refund the buyer, they had pulled the scam one too many times and my call was the one that got them NARU'd.

Small consolation, make the call.