Unauthorised transaction

[onoffer61]

A buyer purchased an item from me last week. The item was packaged and dispatched using Special Delivery the same day. Ten hours after the item had been sent the buyer contacted me claiming 'I have not ordered this, do not send and refund immediately I have been hacked'. I of course explained the item had been send, gave tracking number and urged member to contact eBay. 
To shorten the story somewhat; I myself contacted eBay the next morning when agents were available. The agent was fantastic and contacted the collection point to intercept the parcel and have it returned to me. All good so far. Item was returned to me thus preventing 'fraudulent collection'. I am however unhappy, not only have I got eveidene that the parcel was sent to the address eBay provided me with, via fully tracked delivery which shows as delivered, yet I'm forced to fully refund the 'hacked buyer'. I've no problem with refunding for the value of the item, however find it unfair that I have no 'seller protection'. I've been forced to pay the original delivery charge of £6.85 plus the fees I was charged by eBay. Unfair? I think so. I'm now in the region of £20.00 at a loss. Has anyone else had  experience of this?

I also find it unusual that although the buyer claims to have been 'hacked' that way were able to access the 'hacked' account to tell me so. Would it not be the case that the hacked account would have had password changes etc?

Many thanks for any thoughts members may have about this. 

[red_magpie]

Many thanks for any thoughts

I think you're amazingly lucky to have got your item back. I've never heard of eBay intercepting a click and collect delivery before, to have it returned to the seller. For once, full credit to eBay. Assuming the buyer was acting fraudulently, they must have been lacking a brain to report their account as hacked before even collecting the parcel!

As regards the refund, having intercepted the parcel collection eBay had no choice except to refund the buyer their full original payment. After the service you have had from them, I wouldn't quibble about their fees!

[onoffer61]

The eBay agent was indeed exceptional. She advised me she was going over and beyond what she should do, however given I had been so proactive and assisted the customer with helpful information of what to do that she was prepared to go the extra mile for me. Apparently agents do have the ability to contact 'click and collect' locations when fraud is detected and request the parcel is returned to the customer. I'm very grateful that between myself and the agent we were able to prevent this. 
There is some more background info which I didn't share on the forum in regards to the buyer, that had lead both myself and eBay to suspect it was a 'remorse' purchase rather than a hacked account after all. The buyer claimed after they explained the account was hacked that they actually liked the item anyway so may just keep it. When I explained it would arrive and require a signature upon delivery and when to expect it the buyer ceased all communication. That's the explanation as to why I was suspect about the alleged 'hacked account'.