Fraud Case - £10K Lost, No Support from eBay

[japan-outlet]

I am writing to share a deeply concerning experience in the hopes of getting help and raising awareness. Recently, I purchased several MacBooks from a seller who claimed they were urgently selling due to medical reasons, offering the items at a discounted price. The total purchase amount was approximately £10,000.

However, instead of receiving the advertised MacBooks, I received boxes of cereal. Despite providing clear evidence, including photos, Royal Mail tracking details, and other documentation, eBay denied my claim, closed the case, and even suspended my account. They cited “abuse of Buyer’s rights” and claimed I had excessively requested returns—despite this being my first-ever return request.

In this case, I specifically informed the seller not to post on a Friday, as the delivery address was my workplace, which I cannot access on Saturdays. Despite this, the seller shipped on Friday anyway. When I received an eBay notification about Royal Mail’s Saturday delivery, I quickly diverted the package to a nearby Post Office for collection.

Unbeknownst to me, the seller had also created two additional shipping labels, and those parcels were delivered to my office on Saturday, where I could not retrieve them until Monday. Upon opening the first one that I collected at the post office, they are cereals only.  The other two packages on Monday, I discovered that they also contained the same cereal boxes instead of the MacBooks I purchased.

This experience raises additional concerns about delivery timing being potentially exploited by the seller to claim that parcels have been received on a weekend—allowing them to trigger payment release from eBay.

This is the first time I’ve ever needed eBay’s assistance, and I’ve always maintained a good record with no negative feedback or complaints. I trusted eBay to step in and protect buyers, especially for high-value transactions like this. Unfortunately, the outcome of this case has left me feeling unprotected and powerless.

If sellers can commit fraud on this scale and go unchecked, how can buyers trust the platform? This situation not only impacts me but raises serious concerns about the safety and integrity of eBay’s marketplace.

I strongly urge eBay to reconsider this case, conduct a proper investigation into the seller’s actions, and ensure that others are not subjected to similar scams.

To anyone reading this: Have you faced a similar situation? What steps did you take to resolve it? Any advice or assistance would be greatly appreciated.

Thank you for your time and understanding.

Label purchased on eBay and I collect it at Post OfficeDoes not feel rightCerealsThe other two parcels that seller purchase the label at post offices, and I cannot get it collected on Saturday, but deliver to the office.When I open the other 2 parcels on Monday at the office, they are cereals as well.

[japan-outlet]

Thank you for your continued support and helpful suggestions, more importantly your encouragement here.

I will hold off for now and clear my thoughts (as I am quite confused) and put them organised together (especially with a lot more suggestions and guidance shared here).  I have even thought of asking Royal Mail for photos or other proof of the parcel weight or parcel image, but I cannot find anyway to do that on Royal Mail website, cause I am not the sender, which is also quite upset. 

I’ll continue gathering the necessary documentation for the chargeback, ensuring it’s clear and concise, as you advised.

I’m hoping this might just be an overlook on eBay’s part, and. I’ll keep pushing for more information from eBay and will let you know how things progress.  

Thank you again for your guidance, your advice and suggestions shared have been invaluable during this process.

[*vyolla*]

@japan-outlet 

Just a quick question:

 Do you have another eBay account?

[japan-outlet]

Yes, this is an existing account, while the one which has purchased the item has already been suspended.  Not sure if it is also the reason for being denied. 

But under the eBay's rules, user can have mulitple accounts and so, I have complied the terms and rules to use that account for buying things for electronics and medical items. 

[tobiasd4]

Ebay can link accounts and if other account is suspended, this one may soon be as well.

Ebay do this to stop you getting round suspension. 

[rainbowtrax]

@japan-outlet what reason did ebay give for suspending your other account? Is it a temporary or permanent suspension?

[japan-outlet]

I see... but the eBay's terms does allow multiple accounts and linked, and I have nothing to hide as well. 

[japan-outlet]

The stated reason for the suspension is “abusive buyer’s rights,” and it is a permanent suspension. As a result, they’ve also removed my Money Back Guarantee protection.

However, I believe that fraud is a criminal offense and should never be tolerated under any circumstances, and should also be reported to the police forece with such an amount involved.  This case, in particular, deserves careful investigation to prevent scammers and fraudulent behavior from thriving on eBay’s platform. If such actions are allowed to go unchecked, it undermines trust in the entire system.

This isn’t just about my situation; it’s about addressing a larger issue that affects all users of the platform. Just IMHO with no legal experience. 

[rainbowtrax]

@japan-outlet Ok, so the suspension is definitely down to this case. Did you have any messages between you and the seller at any time, either before or after purchase, from either of your accounts? Did you send any offers to this seller from either account before you made the purchase? Have you had any interaction with this seller whatsoever before the day you made the purchase? Ebay will be able to see everything so it could be relevant as to why they've made the strange decision that they have.

[japan-outlet]

Yes, I did exchange messages with the seller before the purchase, and that’s how I learned their claimed reason for the discounted sale – he mentioned it was due to medical reasons (which, in hindsight, appears to be false). However, I did not use or involve another account to communicate with this seller at any point.

[rainbowtrax]

@japan-outlet thanks for clarifying that. I'm at a loss as to ebay's reasons at this point.

[japan-outlet]

That’s why I feel so disheartened.

Regardless of any mistakes I may have made or any rules I may have unknowingly violated, I have not committed any crime, let alone fraud, or caused damages anywhere near this scale. Yet, I am the one being penalized, while the real scammer gets away with a significant amount of money. I don't know what to think... 

[tressygirl]

It's a serious matter that's for sure, and we are all puzzled as to what has happened here, but dave@ebay  our Community Manager has been tagged, he'll hopefully be back on duty this morning, and we all hope he can throw some light on this very strange case.

@japan-outlet 

[*vyolla*]

@japan-outlet 

eBay denied my claim, closed the case, and even suspended my account. They cited “abuse of Buyer’s rights” and claimed I had excessively requested returns—despite this being my first-ever return request.

So, you've not had any return requests via your other eBay account?

Is the weight showing on those Special Delivery postage labels?

[*vyolla*]

@japan-outlet 

Another question, ignore the previous because, on closer inspection, we can see that the weight is shown - what's the weight showing on each package, how many cereal boxes are in each package and is there anything in those cereal boxes?

If you set it out as Box 1, Box 2 and Box 3 when you provide the info that would be useful. 

What's the weight showing as on one of those Weetabix boxes?

[arkwebus]

The parcel weights should - surely - be on the RM labels?  You can contact RM Customer Service [by a full letter of course] at RM Customer Service Freepost Plymouth.  The labels "may" also have the sellers address [in tiny writing]; all mine do.

@japan-outlet 

[tressygirl]

You beat me to it,  @*vyolla*  6.5 kg on one parcel, so how many cereal boxes in that parcel, and how much do each weigh?

What is the weight of these Mac items , I have no idea.

[*vyolla*]

@japan-outlet 

Are there Weetabix bars in those boxes?

[tressygirl]

A few  of us are just wondering if you opened those boxes?

Your parcels show packaging torn a little to reveal cereal boxes.

Have you taken All the boxes out and opened them?

If one parcel is 6.5kg that's quite heavy for cereal boxes, what did the boxes contain ?

@japan-outlet 

[japan-outlet]

Thanks again for your questions.  

The return request was later denied by eBay.

Yes, the weight was clearly showing as follow: 

1st parcel - 3085g (2 cereals) that I have collected at the Post office on Saturday.

2nd parcel - 6.5kg (4 cereals) that I have collected at the office address on Monday when I have access to.

3rd parcel - 6.5kg (4 cereals) that I have collected at the office address on Monday when I have access to.

[japan-outlet]

Thank you for your concern as well.  The weight was clearly showing as follow: 

1st parcel - 3085g (2 cereals) that I have collected at the Post office on Saturday.

2nd parcel - 6.5kg (4 cereals) that I have collected at the office address on Monday when I have access to.

3rd parcel - 6.5kg (4 cereals) that I have collected at the office address on Monday when I have access to.

The label does not have the seller's address, unfortunately, and I guess he has well prepared for it. 

[japan-outlet]

Thanks for your questions. 

There are 5 MacBooks that I have ordered, and I guess there won't be possible to put them into 10 boxes of creal boxes, meaning that 1 MacBook needs two cereal boxes to package it... and therefore, I have not opened the cereal boxes so that the original packaging can be preserved for further investigation.   Do you think it makes sense?  Sorry for my shallow experience. 

[japan-outlet]

Thanks for your questions. 

I dare not to open the cereal boxes as I want to the original packaging to be preserved for further investigation.   Do you think it makes sense?  Sorry for my shallow experience. 

[japan-outlet]

https://support.apple.com/en-eg/121553#:~:text=Size%20and%20Weight%20*%20Height:%200.61%20inch,Weigh...

Based on the information on Apple website, the 14' Macbook is around 1.6kg each. 

[papso22]

No it absolutely doesn't make sense!

How do you know the seller didn't pack the Macs in the cereal boxes?

You have no evidence that you didn't receive what you paid for, which might explain a lot about this curious case.

[japan-outlet]

Thanks a lot for your kind concern and in particular, your effort to get more involvement from eBay, I can't thank you enough for this.  

As this is a case of fraud, and I’m just hoping it can be a fair investigation and for the scammer to be held accountable. With so many scams happening these days, it’s critical that platforms like eBay don’t become places where fraud can thrive unchecked.   Thank you again for your support, truly appreciated it. 

[plpmr]

OK - as these are the weights on the labels, why not weight the boxes yourself and tell us what each weights?

[japan-outlet]

Thanks for your questions, and I wish that it can be the case that the 5 MacBooks are in these 10 boxes.  

As I have purchased 5 MacBooks in this order, and I guess there won't be possible way to put them into 10 boxes of cereal boxes, meaning that 1 MacBook needs two cereal boxes to package it... and more importantly, they are said as "Sealed" and "Unopened" on the posting.   

Also, I have communicated with the seller and shared the boxes of cereals with him, and if he has put the 5 MacBooks magically into 10 boxes of cereals, he would immediately tell me to open them as well, and I do not have to initiate the "return for refund" request too.    However, he didn't, but he initiated a £1 partial refund, which is fishy... IMHO. 

Therefore, I have dared to open the cereal boxes so that the original packaging can be preserved for further investigation purposes. 

I hope my assumption here makes sense,  sorry for my shallow experience. 

[japan-outlet]

Thanks a lot for your questions. 

Maybe because I think in this case, I have purchased 5 "sealed" MacBooks, and not used MacBooks, and so, I guess it is very very difficult, if not impossible to put 5 "sealed packages" into 10 "separate" cereal boxes.  As such, I didn't do this check on the weight.    Thanks a lot for your help. 

[tressygirl]

I'm sure somewhere on this thread I gave my example, but happy to repeat it here.

I once received an item not as described case as my buyer said I sent her a box of chocolates in error.  I had sent her some miniature tiny plastic collectable figures much smaller than the box, but packed with bubble wrap and placed into a larger sturdy chocolate box taped up well.  I asked if she opened the box,   no she said she  hadn't thought to.

Opening and finding the item all was well and case was closed.

That's why you should open the heavier boxes of cereal.  Your buyer just may have packed the item into another box for protection and perhaps other boxes added to the sturdiness/ shape and ease of packing, those 3 parcels looked the same shape , 5 being an odd number so quite possible that other boxes placed alongside to make it easier to pack?

Just trying to figure some possibilities here, but certainly worth opening  those boxes, you have to see what's inside as for now you cannot claim surely any fraud until you see what you have  actually received.

[*vyolla*]

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@japan-outlet wrote:

Thanks for your questions. 

I dare not to open the cereal boxes as I want to the original packaging to be preserved for further investigation.   Do you think it makes sense?  Sorry for my shallow experience. 

---

Who do you think is going to investigate this?

I'd open the cereal boxes to at least establish what is or isn't inside them.