Russian buyer is trying to scam me. Advice needed please

[pogdeals]

Hi all

I've got an issue with a buyer from Russia who has purchased an iphone 11 pro max mobile phone from me. They're claiming that the phone that they received is an older model. They sent a picture of an iphone 8 box with the opened packaging next to it. I believe they're trying to scam me. The buyer is a new buyer with 0 feedback.

Before I posted the phone out I video'd myself packaging the correct phone with the serial number and weight. I've requested a confirmation of weight from Royal Mail but have not yet received a reply.

I've reported the buyer to action fraud and gotten a reference number which I've added to the case, I've also uploaded screenshots of me packaging the correct device to the open case. 

The case was escalated and ebay have asked me to provide them with a return label within 5 days! I can't believe they're believing the scammer and feel quite helpless!

Does anybody know how I can win this or what else I can do? I'm worried that even if I do send them a return label they'll probably send me a bunch of rocks or something. 

Thanks in advance for all the help

[pogdeals · Accepted solution]

So just an update on this, thankfully ebay have reversed the refund to the buyer or paid me back out of their own pocket.

History of events:

Despite my video evidence etc ebay asked me to facilitate a return

I sent a UPS label to the buyer. Buyer replies saying they can't use it blah blah, they were probably lying. eBay asked me to send them some money for them to buy a label

Got a quote from Russian Post to return the item for approx £15 so I sent a separate paypal payment to the buyer. Buyer said its not enough as they have to pay extra for insurance etc and being difficult again and sending me loads of messages being abusive at times

eBay then closed the case in my favour. I thought this was the end of it.

A few weeks later the postman drops a parcel off from the buyer on my doorstep and walks off (I would have rejected it otherwise)

Anyway I opened the parcel on video and it was some phone parts with some russian supermarket booklets to make the parcel appear heavier and to match the weight of the parcel that I sent. A day later I get a message from ebay telling me they've refunded the buyer in full! No contact before this whatsoever.

Sent the buyer screenshots from the video I took of me opening the return.

First ebay rep I spoke to over the phone said that they will send the info to the appeals team who will get back to me within 24/48 hours. Rep had very very bad english skills. I heard nothing back so called again a few days later and thankfully got through to someone who took some details, asked me if I reported them to action fraud and took down the reference number. They assured me that the the case will be closed in my favour and I'll get a refund.

I sent the buyer some more screenshots from the video and a little write up which I'll add at the end of this post.

An hour or so later I get a message telling me that the case has been reversed and the payment they took from my account has been refunded back to me.

Thank God!

Here is the message I sent to the buyer for the appeals team to try and convince them. If you're reading this and you're having a similar issue it might be a good idea to use some of the points:

Message to ebay:

The buyer has been rude and threatening.
The buyer has been very unreasonable
The buyer has 0 feedback. I am a long standing member with an exemplary selling record. I have sold thousands of pounds worth of items.
The eBay User Agreement states that ‘when a buyer or seller issue arises, we may consider the user’s performance history and the specific circumstances in applying our policies’
The item was shipped in the condition and functionality it was originally described, on time and with careful packaging
The buyer has been reported to action fraud with crime reference number.....xxxx

[plpmr]

you won't win any case and eBay will force a refund.

If you don't arrange for the return quickly eBay will just refund without you getting it back.

Videos won't help  in any way.

[red_magpie]

feel quite helpless!

You are quite helpless! When you sell on eBay you give up all your rights, and agree to allow eBay to decide disputes and whether the buyer has to return the item. EBay's policy when it can't determine whether the item was as described is to require the seller to refund on return. As eBay never even sees the item it's almost a foregone conclusion that the seller has to refund them. No evidence is required. Just count yourself lucky if eBay doesn't tell you to arrange the return postage from Russia!

Even if the buyer returns it themselves, you're not out of the water. If they return a totally different phone you can report this, but don't count on eBay taking your word for it. Several sellers have told us that eBay's response was that as they didn't see the item the seller delivered, or the item the buyer returned, "they are not in a position to take sides and verify who has the valid complaint".

In every case, eBay's idea of not taking sides was to find in the buyer's favour, and require the seller to refund them!

EBay has become a seriously risky place to sell anything of value.

[pogdeals]

Thank you all for the replies.

eBay have asked me to facilitate a return unfortunately. I called them twice and one advisor said that I should get it returned and then claim that it was not as sent out for a refund on the postage etc and the other advisor said send the buyer a message that I have evidence that the item was correct and don't send any return label!

Gonna keep on trying to call them in the hope that someone sees sense and closes the case