EBay refunded my buyer but no return received
Summary: toos-8740 shared their experience of being scammed on eBay, where a buyer requested a refund and allegedly returned a piece of paper instead of the sold phone to a different address. Despite attempts to resolve the issue, including contacting eBay multiple times and sending a registered letter, toos-8740 is now facing debt collection agencies demanding repayment. yorkshire*flower provided a detailed plan involving disputing the debt, reporting the fraud, and escalating the issue with eBay's executive team to address the situation effectively.
I sold a phone, the buyer requested a refund, he used his own postage label and not the one I generated via eBay.
I never received the phone back. After investigation he had sent something back to a different address, not mine. And it was discovered he’d sent back a piece of paper ! EBay refunded him and are now saying I have to pay them back, I don’t think so !
Clearly I’ve been scammed. I’ve spoken to over 16 advisors since May all have promised to help. Which they don’t. I have written to eBay and sent the letter registered post and still not had a reply.
I now have debt companies chasing me for this money, which I DO NOT owe.
Can anyone help ?
yorkshire*flower
·3 weeks agoEverything you state goes against Ebays returns policies - how they refunded without the buyer using the return address is confusing. What investigations did you do to determine it went to another address and that they confirmed it was a piece of paper ? How did you find out the address? - Also did you keep the proof as they paid postage themselves, so surely the postage paid would help you prove a phone wasnt inside if they paid for the weight of a piece of paper.
- I have asked AI for advice and its given me this, which may be of help.
Step 1: Deal with the Debt Collection Agencies (Urgent)
Do not ignore debt collection letters, but do not pay them either.
Send a "Disputed Debt" Notice: Write (via email and post) to the debt collection agency stating clearly: "I dispute this debt in its entirety. This alleged debt relates to a fraudulent eBay transaction where I was the victim of a crime. Under financial conduct guidelines, please put this account on hold while the matter is investigated, and provide me with your formal complaints procedure."
Debt collection agencies must legally pause collection activity while a debt is actively disputed.
Tell them you require written proof of the debt and that you are reporting the matter as identity/online fraud.
When speaking to eBay or debt collectors, emphasise that the buyer used an unverified, self-purchased label rather than the official eBay return label, and that the courier's delivery scan proves it never arrived at your property.
Step 3: Report the Crime (Crucial for Leverage)
Report the incident to Action Fraud (the UK's national fraud and cybercrime reporting center) online or by calling 0300 123 2040.
Once reported, you will be given a NFRC Crime Reference Number.
eBay and financial institutions take formal crime reference numbers much more seriously than standard customer disputes.
Step 4: Escalate Past Standard eBay Support
Standard advisors (the 16+ you have already spoken to) read from scripts and cannot override automated financial balances. You need to get your file to the Executive Escalations Team or the Fraud Department.
File an Action Fraud Report Update: Take your crime reference number and the written proof from the courier proving the item went to a different address.
Send a Final Letter Before Action to eBay UK's Registered Office: Since your registered letter was ignored, draft a Letter Before Action addressed to eBay
eBay (UK) Ltd / eBay Commerce UK Ltd, 1 More London Place, London
SE1 2AF State that if they do not clear the balance and recall the debt collectors within 14 days, you will initiate a claim against them in the County Court (Small Claims) for negligence and failure to protect a seller against verified postal fraud.
Mention explicitly in the letter that you have a crime reference number for mail fraud and definitive courier proof that the buyer shipped an empty wrapper to a fraudulent address. Legal and executive escalation teams monitor these letters closely to avoid court action.
Summary Action Plan
Contact the debt collectors immediately in writing to state the debt is formally disputed due to active fraud.
Obtain proof from the courier confirming the return package was delivered to an address/recipient that is not yours.
Report the scam to Action Fraud to secure a crime reference number.
Issue a Letter Before Action to eBay's corporate office enclosing your evidence and crime reference number.
toos-8740
OP3 weeks agoThe post office gave me the gps location of delivery, and I went to that address. The envelope was there (honest people) with the piece of paper, and you’re right, the weight did not match that of the phone. I now have a crime reference number and will continue to fight this. Thankyou so very much for your help.