Help - I think I'm being scammed

[ant250206]

Hi

I'll try keep it short. I paid for a laptop a couple of days ago. The day after paying, the seller writes to me to say there is no charger included, but they have bought a new one which will come separately with a different delivery. I replied saying that the item description said the original charger was included, and asked for details about this supposed new charger because this laptop requires a very specific charger and third party/non-OEM chargers are notoriously unreliable. I also asked for the tracking details for this additional delivery. They went silent. I contacted ebay and they reviewed our exchange and said not to worry - you're covered. They also asked me to continue trying to contact the seller. I did - no reply. In the final message I made it clear that if the delivered items do not match the item described, then I will be claiming a refund per ebays policies. No reply, but shortly afterwards I was notified of a new listing - it's exactly, precisely the same laptop, down to very specific details about software installed and the origins of the laptop - but it's a completely different seller.

I suspect this is a scam and they're flipping the same "items" over and over. My gut says to apply for the refund before it even arrives and to simply not accept the delivery. I'm not sure if thats possible. What do I do, and how do I get my money back? I have a sinking feeling...

Thanks for any advice.

[papso22]

Now the laptop has arrived you need to close this case and open one for item not as described.  Ignore the warning that if you close the case you can't open another, that simply means one of the same type, you would be opening a different type of case and so it's allowed.

The money was not frozen because of how the seller behaved, it is standard practice when a case is opened.

[jckl1957]

Sellers can't offer a partial refund through an INR case - a partial refund is offered on the understanding that the buyer keeps the item they have received and the seller returns a proportion of their payment.

To open a return, you will first need to close the INR case.

[ant250206]

Thanks for clarifying that. So I would close this and then open anothrr immediately as a Not As Described case, specifically and only as relates to the charger components (and possibly the software) and the seller would send a label so I can mail the incorrect charger components back to him?

[jckl1957]

No.

If you open a return, it is for your entire purchase.

You did not buy the parts separately.

At the moment the decision as to whether to keep your purchase is yours.

If you open a return, the seller could accept the return in which case you will need to send back everything you received, for a full refund.

[ant250206]

But that would not be ideal - how would I go about securing just a partial refund to cover the costs of securing the charger components myself?

An alternative might be to leave this INR case open and ask seller to send the correct charger and a label so I can return the bad ones?

[jckl1957]

Second point first - provided the seller added or updated the tracking on Ebay, it will show the item has been delivered to you so Ebay will close the INR case in the seller's favour.

If you start a return then the seller has the option of offering a partial refund.  They can only make one offer which you can accept or refuse.  You can of course message the seller before you start a return and suggest you would be happy to keep the item but want a refund to buy parts you feel are needed.

The seller may simply refuse and suggest you keep what you have bought and received or return the whole lot.

[papso22]

There is no point in keeping an INR case open after you have received an item.  It no longer serves any purpose. 

The seller may agree to a partial refund, they may not.  If they don't the only option is return everything for a full refund.  You cannot dictate what they do.

[ant250206]

I understand your points - however, the fact is that while this delivery may have happened, the item is still not fully received, as a key component is missing.

Because I am suspicious of this seller, I was careful to video the entire unpacking process in case of a situation like this.

[jckl1957]

The only way of dealing with that would be to open a return stating parts were missing.

But the final decision would still lie with the seller - to offer a partial refund or to provide a label for you to return everything you have received.

[papso22]

When something is missing from a delivery, the case has to be 'not as described'.  Because you received something and tracking shows that, and item not received claim will be closed in the seller's favour.

Video evidence is neither needed nor looked at by ebay.

[ant250206]

Sorry, I'm getting conflicting advice here - do I open a case of "parts missing" or "not as described"?

Interesting that ebay does not look at evidence. Re. the bundled pirated software, I suppose ebay would not be interested in that either then?

[papso22]

Both count as 'not as described', so it doesn't really matter.

Ebay are not interested in the minutiae, the money back guarantee is a blunt tool.

[jckl1957]

Ebay offer a list of reasons when you open a return.

Some are 'change of mind' reasons.

If you don't get what you ordered, you would choose the 'best fit' reason from this list:

'Item damaged

Item defective

Missing parts or pieces

Item didn't match description

Received the wrong item'

You could legitimately choose any of the bottom three.

[ant250206]

Well, it just gets worse. The seller admits that the delivered parts are not genuine, but refuses to replace them. They also admit they "forgot" to pack some components, but refuse to supply those as genuine units.

They are now threatening to come to my house.

I'm done. How do I get out of this and get my cash back asap?

I can't hold of ebay - their 'call me' service just doesn't work and chat service is not available.

[ant250206]

The seller has not closed the "not delivered" case - and neither have I. I have asked them to issue a full refund and send a paid postage label so everything can be returned to them.

Their official return address is a 'ghost' office in Shoreditch.

[61stephenuk]

You should close the not received case and open a not as described as previously advised to get your refund,the seller cannot close the case only you can do that

[papso22]

Report the threats to the police.

You don't need to message the seller at all.  It seems you may be winding them up.

[ant250206]

Wow - what a rollercoaster this is.

If you're wondering what happened here, I eventually got the seller to accept a refund. They sent me a label to return their box of problems to a certain address, then they used a different return address and name on the Refund Return Case ...

@papapap1 winding them up!? i've been clear, concise and civil the whole way through.

[papso22]

You needed to send the laptop to the address on the label provided through the case.  Did you do that?

[*vyolla*]

With respect, you are complicating this so much.

If you've opened a not as described return then you must return the item via that process.

The seller should issue a pre-paid returns label, it'll tell you that in the return details and eBay will send you a message telling you to return the item because you've now received a label.

[ant250206]

The label was provided before the return case was opened. There has been no second label provided. I just noticed that the address is not consistent with the first label he sent. I have contacted ebay and they asked me for the first label details and tracking number - they have assured me that they accept this as showing the item has been returned?

[*vyolla*]

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@ant250206 wrote:

The label was provided before the return case was opened. There has been no second label provided. I just noticed that the address is not consistent with the first label he sent. I have contacted ebay and they asked me for the first label details and tracking number - they have assured me that they accept this as showing the item has been returned?

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Personally, I'd wait the 3 business days (3 x 24hrs from the date and time of opening the return) for the option to ask eBay to step in appears, and would then state that you haven't received a returns label. eBay can then sort it out.

Problem with asking eBay CS is that you have no proof of what they tell you do (in the form of a live chat transcript), and if something goes wrong you'll be on your own.

[ant250206]

That's what I'm worried about. This seller is non-responsive too. I'm sure they've done this before. The only label they sent came before the case was opened. I do not want to capture that to the return in case it confuses things or compromises the claim.

I have made sure to record everything within the messages with the seller - including sharing tracking numbers and delivery confirmation and photos from Royal Mail. They have accepted the return but otherwise are completely silent.

[papso22]

You would have had nothing to worry about if you had ignored the first label and continued with the return case.

When you have a dodgy seller you need to make sure that ebay definitely has your back.  Hopefully they will accept that the tracking on the seller's label proves delivery and help you get the refund.  There being two addreses makes that more complicated though.

[ant250206]

it seems that's exactly what they've just done. agent has just told me they're closing the case in my favour and refunding in full. it's a high-value purchase, so apparently it takes a bit longer. i'm quite ok to wait for a refund to be processed, but not okay to wait endlessly for someone who doesn't mean well to cooperate.

[papso22]

That's good news, please let us know when the refund hits your account. 

By the way, there is no 'waiting endlessly' when you use the money back guarantee as intended because there are strict time limits.  There is slso no need to message the seller.

[ant250206]

Sure, I'll update when it's resolved. I'm sure Customer Services wouldn't send me a message saying "we're closing the case in your favour and your refund will be paid back to you in the next 3 - 5 days" if they didn't mean it. (Would they??) I know I wouldn't have waited endlessly - but it was beginning to feel like that! I won't be contacting the seller again, but eBay has asked me to file a report about them.

I do want to thank everyone in this thread for your time and input - this has been quite stressful on both myself and my sister. £1300 is a substantial amount of money for me. You have offered sensible advice and support and I'm grateful for that. 🙏

[*vyolla*]

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@ant250206 wrote:

Sure, I'll update when it's resolved. I'm sure Customer Services wouldn't send me a message saying "we're closing the case in your favour and your refund will be paid back to you in the next 3 - 5 days" if they didn't mean it. (Would they??) I know I wouldn't have waited endlessly - but it was beginning to feel like that! I won't be contacting the seller again, but eBay has asked me to file a report about them.

I do want to thank everyone in this thread for your time and input - this has been quite stressful on both myself and my sister. £1300 is a substantial amount of money for me. You have offered sensible advice and support and I'm grateful for that. 🙏

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I have never heard of such a high amount being refunded to a buyer within 3 - 5 days without the item being returned and/or the refund going to a special department to be authorised, which usually takes a few weeks. I guess there's always the possibility that this seller is on eBay's radar for something, and that may speed things up.

What kind of report have eBay asked you to file about the seller?

[ant250206]

I suspect they are on ebay's radar.

The item(s) have been returned and eBay has the tracking and delivery history. I was told to get hold of them if the refund isn't done in 5 days, but yes the guy did say large amounts can take longer. But he was also adamant: the case is being closed in your favour, we'll handle the refund. 

I got sent a link to a reporting page, I don't think it's anything special - anyone can use it. And was asked just to spell out everything. The conflicting stories about DPD, the specifics like serial numbers shared in messages, the missing components, the fake components, the pirated software, the intimidating messaging, the duplicate listings, the multiple addresses, etc. It'll be something of a tome 😅

[ant250206]

By the way, the seller HAS accepted the return on the refund request. They simply haven't/aren't processing the refund and haven’t responded to messages since Monday.