Sent an Empty Box after raising a case for non receipt

[cringingwhinging]

I bought an item on the 8th of October for £400 plus postage.

Just over a week later, I raised an "item not received" request. A day later, tracking started showing it as in transit. Then an empty box arrived. I called ebay and they told me to escalate the matter and then I would be able to "return the empty box" or complete an affidavite saying that an empty box was received.

I waited patiently for the time to elapse, escalated the matter and they have now awarded the case in the sellers favour as the "tracking shows the item has been delivered"!!!!!!

I have appealed the case with a phone conversation and have had to complete a report with the police and get a crime number. 

Still no money..

So basically, it seems that you can only raise a matter once - there is effectively no right to return an item after you have already raised a non receipt claim.

So anyone with a dodgy ipad to sell - don't send it until the client has raised a non receipt claim as they won't be able to send it back after!

And gettign through to ebay on the phone is an absolute nightmare - they need to plug these gaps in their service and make it easier for people to contact them!

[plpmr]

Very bad advice by CS.

Open a not as described case -

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

[tressygirl]

I'm sorry that the CS agent didn't help you further here,  but if you're still within 30 days of the item's last estimated date for delivery , because luckily you opened the wrong case so can claim again for your refund.

You opened one for item not received,  and al the seller had to do here,  is to enter a tracking number,  it shows delivery,  albeit an empty box. something was delivered,  hence the case closed in the seller's favour.

If in time,  this is the only time you can open 2 cases for the same item,  so proceed this way:

You have received an item not as described,  so you are guaranteed a full refund under eBay's 30 day MBG,  Money Back Guarantee policy,  if you claim within 30 days of the item's last estimated date for delivery.

You then go right of the item in your Purchase History,  and from More Actions select Return this item,  selecting the reason...  Item Does Not Match Description or Photos.

The seller has 3 days to accept the case,  if they don't ,  you need to  escalate on day 4,  or within 30 days,  and eBay will step in and force the refund.

If the seller wants the item back first,  they need to pay for a fully tracked return postage.  On receipt of their item they have 48 hours to refund you.  Again,  if they don't,  you escalate the case.

Do not close the case early for any excuse or promise the seller may give,  and do not forget to escalate.

If 30 days have lapsed you'll need to turn to your payment provider for help with your refund.

@cringingwhinging 

[sml192]

The advice you were given was incorrect. 

The 'Item not recieved' dispute failed because you had received something even if it was just a box.   What you needed to do was to close the 'Item not received' dispute and open an 'Item not as described' return request instead.  This is the one instance where you are allowed to open a second case.

You should still be able to do that, as long as you are still within 30 days of delivery, or if not turn to your payment provider. 

[cringingwhinging]

I've been a member of ebay since 2009 and even I find it hard to navigate the process. If sellers like this can get away with this once in 3/4 times then they have a nice living for themselves.

Don't forget I was only able to get the bad feedback from customer service because I was able to navigate through the help pages and get through - what about the poor people that cannot?

They get robbed..

[cringingwhinging]

I have closed cases before and then been "snookered" and unable to carry out further action, which is exactly why I rang ebay first to ask them what I needed to do!

I have appealed the case and waiting action still.

[tressygirl]

Do not time yourself out from opening that Not as Described case.

You will lose appealing an item not received case as tracking showed delivery,  albeit an empty box.

If in the past you closed a case , true another for the same reason, for the same item cannot be opened, but as I explained in my post above,  this is the only time you can open 2 cases for the same item.  You can close an item not received case,  to open another , for item not as described.... Does Not Match Decription or Photos.

You must ensure you're still in time to do this, as said,  do not time yourself out.

@cringingwhinging 

[cringingwhinging]

Now had a full refund. I suspect it's eBay that lost out here and the seller got away with it.

[sml192]

Glad you were able to get it sorted. Out of interest did you close the 'Item not received' dispute and open an 'Item not as described' one instead, as advised, or just continue with the original dispute? 

[cringingwhinging]

I’d already continued with the original dispute as advised by customer service over the phone.

This was then awarded in the favour of the seller. I then rang again and they sent me a link to complete an action fraud submission to get them a crime number, which I did.

I rang a third time and gave them the crime number and 24 hours later got my money back.

[sml192]

Okay, thanks for clarifying that.  Useful to know for future reference.