Received empty box from seller

[philomena1988]

Hello,

I purchased an expensive perfume from an eBay UK seller, and today received an empty box (Royal Mail next day, 1 PM delivery). I opened it in front of the postman, and all it contained was bubble wrap. I got in touch with the seller demanding a refund – they refused as I did not have video evidence of opening the parcel. I did not take a video as I did not expect receiving an empty parcel!  They also accused me of keeping the item and fraudulently sending empty box photos. Alternately they said the contents might have been stolen along the way, but the box has no signs of tampering. I have opened a return request for "item not described" as is the rule for empty boxes. I also left a negative review of my experience, which the seller wants me to remove or they will "take the matter further" (not sure what this means). They said they shipped the item and sent me a receipt showing the parcel weight.

I just don't know what to believe anymore, this is my first such experience. Do Royal Mail special delivery parcel contents get stolen, or am I being gaslit? All I know is that the money is gone and I do not have the item either.

I have also contacted PayPal with photos for a refund. What happens in case eBay and PayPal decline refund because I do not have a box opening video? I'll appreciate advice from those who have been in similar situations – thanks!

[61stephenuk]

Did you actually make a claim with Paypal for item not as described or only with eBay?

If you have contacted Paypal as well as Ebay it's very likely the eBay case will be closed and you will have to pursue your Paypal claim ,give it a while for Paypal to make a decision but definitely escalate your claim within 20 days or it will time out.

[philomena1988]

Thanks for your reply. I should clarify that I opened a refund request on eBay, and the seller has so far declined, so it will be escalated on eBay. At present, I have not opened the case with eBay directly as I have to wait for three days after the refund request before eBay escalates it. I did open a case with PayPal as it allowed me to do so immediately.

[tressygirl]

Such a shame you contacted PayPal too. 

Sticking with eBay,  opening a case for item not as described,  and NOT one for item not received,  you would have been guaranteed a refund within 3 / 4 days. 

If the seller did not refund you within 3 days,  you just needed to escalate the case on day 4 eBay step in and fully refund you.

Now you've contacted PayPal, the eBay case will close,  as it looks you are after 2 refunds.

PayPal do take longer to refund as they delve into case more deeply, just stick with them, escalate within 20 days.

@philomena1988 

[philomena1988]

Thanks for your reply. I'm afraid I was upset and panicked and contacted PayPal as the seller was refusing, and only PayPal allowed opening a case right now. Do you think I should cancel the PayPal case for now, and will they allow me to open a new case for the same purchase later in case the eBay complaint does not work out? I'm honestly not after two refunds, I just want my payment back.

[61stephenuk]

As you have opened a Paypal case you wont have the option to use eBay for a claim now, escalate your Paypal claim as soon as you can, hopefully your Paypal claim is for item not as described.

[philomena1988]

Thanks for letting me know. This is very upsetting, I had no idea I cannot use eBay for the claim after opening a PayPal case. However, I have already opened it, I will pursue it via PayPal.

I had one more question – the seller has just contacted me telling me they have the intention to issue the refund if I revise or remove my review. What should I do? I am tempted to do so anyway, as in case this is escalated it might end up being a legal/criminal case (I am a legal immigrant in the UK with my visa up for renewal soon, and do not want any legal trouble, even though I am the victim in this case – I'm inclined to just swallow the loss and move on rather than faith any legal trouble).

[61stephenuk]

They wont take legal action for the feedback, eBay may remove it if they complain as it references ''filing a complaint with eBay for my money back.''  it's not allowed to mention ebay cases in feedback

[tressygirl]

I have just seen you are in the States,  but rules should not be any different to the matter you have opened 2 cases.

Do not close either, just escalate PayPal when you can.

For future information if you open a case for item not as described >>  Does not Match Description a seller cannot refuse this case.  They may send you a message they ' do not agree', but they cannot refuse and it's mandatory to accept and refund.

Do not worry about any  action this seller is threatening to take, there's nothing illegal or wrong about leaving a negative feedback on eBay.   They may contact eBay who may remove it as you mention  contacting eBay, this breaks feedback rules, but it's eBay rules , nothing ' legal' to worry about !  Just do not answer any of their messages.

@philomena1988 

[philomena1988]

Thank you for your help and advice, I really appreciate it. I have learned a lot and will keep it in mind in case the situation arises again. I should add that I am currently based in the UK, but I can't seem to change my country location without closing down my eBay account altogether (I tried contacting eBay about this, but they just told me I will have to open a new account). However, my billing and delivery addresses both on eBay and on PayPal are my UK address.

I had one final question – the seller contacted me saying that they have opened a remove/revise feedback request, and after I change my review, they will issue a refund. Should I accept and change the review when I receive a request? I'm concerned the seller may pull out after I change the review (they will not refund me before I do so). On the other hand, the PayPal case is still there even if they change their mind. Should I change my review? Thanks for your advice.

[tressygirl]

Definitely do not change the feedback Before you receive your refund.

If you like,  send them a polite message to say you are happy to receive and complete a feedback revision After you receive your refund.

Only do so,  ( if you wish,  you're not obliged to! )   when eBay confirm the refund is on its way to you,  listen not to any message from just the seller to say they have refunded.

@philomena1988 

[philomena1988]

Thank you so much for your help! I have communicated to the seller that I will complete the feedback revision only after I receive eBay confirmation that the refund is on its way.

[tressygirl]

You're very welcome and  let's see what they do next.

Keep us posted!  @philomena1988 

[philomena1988]

Thanks! I will keep you updated.

[philomena1988]

Good news! I received notification from both eBay and PayPal that the refund is on its way and will be in my account in 3 to 5 days. The seller also messaged me. Hence, I will withdraw the PayPal case.

I have not yet received an email or message about revising the review, though the seller says they sent it. Could you tell me how this would appear – would it show up in an email or message? I understand the request usually contains a 10-daily link to revise the review.

Also, how would you recommend revising the review? I'm inclined to just to remove the review if possible, in case there was a postal theft after all. However, if you would advise revising it, how should I do so? Do I increase the one star rating I gave, and do I just give a minimal statement that the issue was resolved and I received a refund, or a more detailed explanation? Sorry for these questions; this is my first such experience, and I don't want to make any more mistakes. 

Either way, thank you tressygirl and 61stephenuk for your guidance and advice – it has been invaluable. I will keep everything in mind for future experiences, and will make sure to consult the community before any further hasty actions!