I won an item, the seller has sent an EMPTY box, no item enclosed. What do I do?

[greywagtail7191]

I won an item on Ebay.  The seller has sent to an EMPTY box without my item in it.  I have messaged them twice but no response.  I can tell that the box has not been tampered with as the sellotape around the box is underneatheth the Post Office signed for label.  What is the best way of dealing with this problem.  

[arkwebus · Accepted solution]

This shows one of the problems with eBay and why they tend to favour the buyer. There is absolutely no way that eBay can sort out the scenarios.  

The seller did not send it

The item was damaged in the post and the item lost 

Royal Mail staff stole it 

The buyer took it out and kept it

When you open the case there is in any event a box for text.  Enter something like "when delivered to me the box was empty"

@greywagtail7191 

[arkwebus]

Do not start messaging the seller either now or when you have opened the "not as described" case.

Please read all the other messages.  It may be that the seller has simply made a mistake and in which case he will - presumably - simply send the contents.  What were they?

If not then he should send you a label through the case and when you return the box will refund you.  If not [and do not enter into any discussion] then escalate the case after 8 full days.  You get one chance; do not close any case on a promise from a seller or accept his assurance that he cannot send a refund with the case not closed by you

@greywagtail7191 

[greywagtail7191]

Many thanks for your advice. I will open a not as described case. I hope they have just forgotten to pop it in the box. If not, I have read that when you return the empty box (which is what I actually received) to the seller, they then accuse you of returning an empty box with no item in it. What then? Just hoping it was simply a mistake.

[rusticrye]

Read Ebay's Money Back Guarantee to learn how to open a Not As Described case. The MBG is on every listing, and in various other places across the site. Do not open an Item Not Received case, as you've received something, albeit an empty box.

Don't be too quick to accuse the seller of fraud - postal thieves have ways and means of opening packages that can be undetectable. Presumably you checked the seller's feedback before purchasing, which is what it's there for, so would not have bought from him/her if their feedback was not good.

@greywagtail7191 

[greywagtail7191]

Many thanks, I will open a not as described case and see what happens.

[thedemon2014]

The correct way to resolve a dispute of any sort, especially if the seller is not replying to your messages, is through the Resolution Centre:

https://resolutioncentre.ebay.co.uk/

Follow the instructions carefully.

Open a case for Item Not As Described, not any other case, as you have received something, just not what you expected.

You have 30 days past the expected delivery date to open a case in the Resolution Centre.

Escalate to eBay on day 9-20 after opening the case if not refunded in the

[red_magpie]

What is the best way of dealing with this problem.

This happens fairly regularly, but not as often as it used to. You need to open a case under eBay's money back guarantee. You do this through the resolution centre: http://resolutioncentre.ebay.co.uk/

It's VERY IMPORTANT to open an "item not as described" case, and NOT an "item not received" case. EBay will then require you to go through the rigmarole of returning the empty box to the seller, before you can be refunded. It's important to follow this procedure. If yo claimed that the item didn't arrive, the seller could simply provide proof of delivery and the case would be found in their favour.

A case must be opened within 30 days after the actual or latest estimated delivery date. If the seller wants the empty box to be returned, eBay will enable them to send you a prepaid return label (this may not apply if the item location was outside the UK). After 8 days the option will appear to escalate the case for eBay to step in, if necessary. If still unresolved, escalate it, and don't agree to close the case before you have your refund.

For full details of eBay's money back guarantee see: http://pages.ebay.co.uk/help/policies/money-back-guarantee.html

[greywagtail7191]

Ok, I've gone to the resolution centre, do I press "I received an item that doesn't match sellers description"

[**peaseblossom**]

Go to "More Actions", far right of item on your My eBay Purchase History page, click on Return this item > Doesn't match description, and if necessary escalate it to eBay after 8/9 days.