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case closed, no refunds despite Fedex tracking details show the item was not sent to a different address
Summary: mensa_9743 ordered a Canon camera through eBay, but the item was delivered to the wrong address according to FedEx tracking. Despite opening a case with eBay and contacting the seller, they were asked to withdraw the case, which seemed suspicious. The case was closed by eBay as the seller provided tracking information, even though it indicated the wrong address and recipient. *vyolla* shared a similar scam experience and suggested contacting PayPal, while 61stephenuk also advised opening a claim with PayPal for a more thorough review. tommystrezures recommended gathering further evidence from FedEx.
I ordered a Canon camera worth £2,000 on 8 August, but it was never delivered to the address I provided when placing the order. When I checked the FedEx tracking information, I noticed that the delivery address shown was not an address I recognised. The recipient’s name, email address and phone number were also completely different from mine. I opened a case with eBay and contacted the seller. The seller then asked me to withdraw the case, saying that otherwise they would not be able to resolve the issue on their end. I found this suspicious, so I refused to close the case and requested a refund instead. Since then, the seller has ignored me. eBay later closed my case because the seller had provided tracking information, despite the FedEx tracking clearly showing that the parcel was delivered to the wrong address and was received by someone named A. Megan.
I appealed eBay’s decision, but the appeal was also closed and I still haven’t received a refund.
I have spoken to eBay customer service several times, and the advisers I spoke to acknowledged that the tracking information appears to show that the item was delivered to the wrong address. I was repeatedly reassured that I would receive my money back, but it has now been five days and I have received no further update. I spoke to another customer service adviser on the phone today, and I was told that the case had been closed because FedEx’s proof of delivery includes a photograph of a building and shows that the parcel was received by A. Megan. This makes no sense to me. The same FedEx proof of delivery clearly shows that the building pictured is at a different delivery address, beginning with the postcode LS29, which is nowhere near the address I provided. The recipient is also someone I do not know. The adviser has now made further notes on the case and said that it has been escalated, but I’m unsure what to do next.
Has anyone experienced something similar? Should I now raise a dispute through PayPal and/or contact my bank regarding a chargeback? I have evidence from FedEx showing that the £2,000 camera was delivered to a completely different address and received by someone I do not know.
Any advice would be greatly appreciated.
tommystrezures
Mentor1 week agoHave you approached fedex for comment? The more evidence or support you have in advance will make your claim hopefully easier to deal with. Good luck too these scenarios are never nice.
61stephenuk
Mentor1 week agoAs you are getting nowhere with eBay then you should open a claim with Paypal, they will look at the tracking much closer than eBay does and you should get your refund
mensa_9743
OP1 week agoIt's shocking. You'd expect eBay to be of help but they are useless. They are just tossing me around
*vyolla*
Mentor1 week ago · EditedThis happened to me, it's actually a scam. Where they get the FedEx tracking numbers from I don't know, but the one my seller used for my package was a legit one that showed delivery to an address in the same county as me. Luckily FedEx have very detailed tracking and the tracking showed that the item (bulky box of art supplies that I didn't order) was picked up 4 hours before I placed my order for a jacket. To cut a long story short, after some investigation turns out it's a very clever scam, one of the best I've come across. The only reason I got a refund via PayPal was because I know some people there and was able to discuss this fraud with them. If you're going to open a PayPal claim you need to make it very clear that whilst the seller has provided a tracking number showing delivery, it's to a name and address that isn't yours (how far away is it from you, out of interest?).
Are you able to check the tracking details for the pick up address, weight, date and time?
Quite frankly, with that amount of evidence that the item wasn't delivered to you eBay should be more pro active here. Before going to PayPal or your bank I'd be asking them why they're not seeing that the item was not delivered to you.
mensa_9743
OP1 week agoIt's an hour away I think and yes I have access to the address, weight, date and time. Exactly, I told them it is clear on Fedex site it is a wrong address and the agent was saying there is a photo proof of a building. But it's a wrong address?? Not the one I provided. I will contact PayPal for help cos it's so annoying. Never using eBay again I will be real
*vyolla*
Mentor1 week ago · EditedI'd make sure that eBay aren't making the refund first, you mentioned that it was escalated and if you make another claim with PayPal when one is still active with eBay it will cause problems.
Check the weight, date and time on those tracking details too just to see if you can find another reason there why this might be the scam. Let us know how you get on with PayPal if you do have to open a claim with them, keep your statement clear and concise, it may be worth putting in a call to them too.
red_magpie
Mentor1 week agoNever using eBay again
The problem is that eBay's money back guarantee is not regulated by the Financial Conduct Authority. This means that, unlike PayPal or any credit or debit card issuer, there is no right of appeal to the financial ombudsman against eBay.'s decisions.
eBay can decide cases with as much or as little investigation as it chooses. Time and again we hear from buyers or sellers that eBay simply won't take note of what, to them, seems proof positive that an item has not been correctly delivered.
Partly because of this, delivery problems have become one of the biggest risks for both buyers and sellers on eBay. As I said, there is no right of independent appeal against eBay's decisions so often the best hope for buyers is to seek help from their payment provider.
If all else fails, for a £2k item it will be worth considering the prospects for a claim using the online money claims court procedure. If the seller is a UK business seller, the law places stricter duties on them than eBay does to ensure that the buyer receives their item. However, there is always uncertainty in filing legal disputes and I would advise you strongly to consult a solicitor or citizens advice before proceeding, Good luck anyway.