Does eBay actually investigate claims?

[lekoza]

I ordered an item and when the status showed "delivered and signed" without showing up at my house, I contacted UPS.  UPS informed me that my address was not the shipping address.  They wouldn't tell me the address because I guess they don't want me to confront the person who got it.  I filed a claim and eBay closed it in the seller's favor with a "final decision" because it has a tracking number that showed delivered.  Then I try to call eBay and they don't do phone support now.  I am so frustrated.  All they had to do to confirm was to call UPS and verify the info I provided them.  Obviously they did not do this.  I am so frustrated.  I am out my money and no item to show for it.  Seemingly no recourse.  What can I  do?

[five*sisters]

You need to get a statement to that affect from UPS and appeal the decision.

[bigdeals.etc]

What's the tracking number?

[orangehound · Accepted solution]

UPS informed me that my address was not the shipping address.

This is the "same zip code" scam ... well-known, and eBay hasn't figured out how to combat it.

I filed a claim and eBay closed it in the seller's favor with a "final decision" because it has a tracking number that showed delivered.

Software robots make that decision.

What can I do?

There are three ways you could proceed ... here would be my steps

1. Contact eBay through email, twitter, or Facebook telling them that you are a victim of the "Same Zip Code" selling scam.  You would like a refund of your money.  Provide them with the tracking number and item number, and tell them that they can call UPS at 800.xxx.xxxx to verify that the item was not delivered to your address : [list address]
2. If that doesn't work, eBay's typically appeal requires that you get  a letter from UPS on UPS letterhead that verifies that the item was not addressed to your address ... it would need to list your address and the tracking number.
3. No.2 may be just a bit too hard ... too much legwork.  So, I would probably skip it, and go immediately to my credit card to file a chargeback claiming the information in No. 1

[lekoza]

orangehound, thank you!  I was able to get UPS to give me the address today.  It is a different name and address within my city that I have never heard of.  I asked them if I could have some sort of proof but they just told me to have the seller or eBay contact them.  I will try the chargeback route.  

[lekoza]

Interesting, the decision was reversed and I will be refunded.  The reason was given as "Item was stolen during delivery".  That's not what happened.  I hope the seller doesn't take advantage of other people.  Or at least I hope it was an honest mistake.

[orangehound]

@lekoza 

I'm glad the refund happened.  If the seller has not been banned (look at the seller's profile), it is still important that you make sure that eBay knows what happened in your situation ... communicate that the seller is employing the "same zip code" scam, and should be investigated.