Royal Mail Tracked Return says Delivered but Nothing Arrived - Buyer Fraudulent Return? | Business Seller Board

zorgshop · 2026-04-16T14:45:06.505000Z

A new buyer with zero feedback bought a high value graphics card from us, to be delivered to a click and collect location. Upon receipt the buyer requests a return claiming that the item was faulty. We approved a return using an eBay (Royal Mail) delivery label. We get a notification that the item was "delivered" by Royal Mail today. However nothing arrived - we have cameras and our only Royal Mail delivery today was for something else. We checked tracking - it does show delivered, and it does show a scan at our expected Delivery Office early in the morning before a "Delivered" scan at mid day, before the usual time our postie arrives. We've had fraudulent returns in the past before, but that usually involves either a rock in the box, or the label being manipulated and sent to a totally different DO. We're not sure if this is a genuine item lost somewhere between our address and the DO, or a misdelivery from the postie (unlikely, they know us well!); or something more sinister in that the buyer fraudulently sent it somewhere else or caused a different scan. Any experiences with this? What can we do? Thanks in advance.

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Royal Mail Tracked Return says Delivered but Nothing Arrived - Buyer Fraudulent Return? | Business Seller Board | eBay UK