Buyer Claimed item was Faulty and I got an empty package for return.

[viskanag0]

I'm posting here because I’m beyond frustrated with how eBay handled my recent sale,  and I’m hoping to get some advice or hear from others who’ve dealt with similar scams.

I sold a brand new iPhone 16 for £550. I packed it very securely: full bubble wrap, a solid cardboard box, and even left the protective case on the phone. The buyer received it on 12/04, and within minutes opened a return request, claiming it was "not charging" and a repair shop told him the charging port is faulty. The next day as I was asking questions he stated (and this is in eBay texts history) "I dont know if it's my cable or not either way I want to return it". 

This was already suspicious to me, I had charged the phone myself before sending it, and the phone itself was close to brand new (just opened). I asked him for a photo showing the phone connected to the charger, with everything in one frame (to at least prove something), and he refused to provide any evidence.

I knew I had no choice but to accept the return, because eBay will accept it for the buyer anyway if I don't. But I ad a bad feeling so when the return arrived, I recorded myself opening the box.

Inside?
Just the empty phone case. No phone.

I filed a case with eBay as "received an empty parcel", submitted their declaration form, and even filed a report with Action Fraud. But eBay closed the case, saying the buyer "provided return tracking" – so they issued him a refund!
What logic is that? Yes, he returned a parcel – but it was empty!

Now they’ve taken £550 from me and basically handed both the money and phone to the scammer. I contacted eBay support multiple times – and while the agents seem to know I was scammed, they say nothing can be done. I keep hearing “thank you for being a loyal customer for 3 years” – but clearly that means nothing.

I should have checked his profile before accepting the sale – totally blank, no feedback, no buying/selling history. It’s clear now this buyer is a scammer. I’ve reported him multiple times, but nothing is happening on eBay’s end.

I feel completely robbed and unsupported.
I'm planning to leave eBay entirely after this. It’s shocking how weak their protection is for sellers, especially for high-value items. They just side with the buyer automatically and let us deal with the loss.

Is there any help I could get to escalate this the right way including legal actions.
Or do I just have to accept this £550 loss because eBay refuses to act?

[wintersdawn1]

Although a different situation, the outcome was the same as yours:

https://www.youtube.com/watch?v=g2dAa-afItU&t=5s&ab_channel=Nic%26AndreaHills

[viskanag0]

Seriously, at this point the whole platform is a joke, eBays service is a complete mess from the way they set up online business to their agents team. 

[4_bathrooms]

This is what you need to do in the exact order you need to do it:

1. File a report with Action Fraud giving as much information as you can including the device's  IMEI and serial numbers. They will give you a reference number and probably a report - you will need these later.
2. In the return case there will be a link that states "Report a problem". Click that link and select the most appropriate reason for filing the report (use "Returned a different item" if there isn't a specific option for "Returned an empty package").
3. In the eBay report you must include the reference number you received from Action Fraud in #1 and attach the report they gave you if they provided one.

Please let us know how you get on.

[vinylscot]

I don't know exactly how you go about it, but you could also be able to get the phone blocked. You're not going to get it back, but at least you may be able to stop the thief (or whoever buys it from them) from using it.

[nigel_paul_wright7557]

Using ebay relies on seller and buyer honesty.

When that breaks down it can cause big problems.

Buyers usually get a lot of protection via UK distance selling laws.

About the only thing sellers get is if the return is tracked and arrives.

The problem is who do you believe ?

The buyer says he sent it back and the seller says box was empty.

With a mobile phone you can get it blocked as stolen.

[4_bathrooms · Accepted solution]

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@vinylscot wrote:

I don't know exactly how you go about it, but you could also be able to get the phone blocked. 

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Reporting the device as stolen to the mobile network or the police will usually result in the device's IMEI(s) being placed on all UK mobile networks' block lists (it is not an international block). This means no matter who's SIM card is put in the device will refuse to connect to any UK mobile network.

[magpiecorner1]

Did you keep the packaging?  Does it tell you the weight?  By all means keep trying with eBay but eBay didn't steal your phone, you know who did.

Did you contact the courier - they should know the weight, whether or not they are willing to tell you,  you should be able to put in a claim - you become the owner again as soon as it is posted.  If it is not insured you should still be able to pursue them for the theft of your item through the network.  With couriers though you get more with honey than vinegar.  But if they aren't helpful, consider a small claims court action.

But before that start a claim with the courts against the buyer.  You have to send a letter of intent before you can actually go down the court route, without downright lying, construct a letter that leaves him in no doubt that you are the courier are working together, the courier knows the exact weight when they recieved it as well as when it was delivered and that the buyer has left you with this as your only recourse.  Of course inform him that you have started a police investigation.  Ease off being to aggressive by including loss of really long and interesting words.

best of luck!

[viskanag0]

04/05/2025

Update:

The buyer deleted his account. After speaking with countless eBay reps for the past week, today I was called by the supervisor and got my refunded. I am happy that eBay was able to issue a refund, however the process in which I had to go through was very frustrating both speaking with some eBay reps who simply said "we cannot do anything" to the fact that I needed to chase them for me to get refund, eBay should prioritise into implementing some facilities to ensure buyers don't scam sellers and that the product sent comes back exactly as it was, maybe making sure that the same parcel (with packaging) is posted back and ensuring the weight of the sent parcel before and after is the same. I am looking into filing a police report towards the buyer as he still has the phone and got his money back, as eBay had to refund me out of their own pocket. Thank you for everyone's replies and suggestions. 

[viskanag0]

Thank you for your idea. I will make sure to do that. 

[4_bathrooms]

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@viskanag0 wrote:

The buyer deleted his account. 

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I think it's more likely eBay closed the account if it states "No longer a registered user".

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@viskanag0 wrote:

After speaking with countless eBay reps for the past week, today I was called by the supervisor and got my refunded. I am happy that eBay was able to issue a refund, however the process in which I had to go through was very frustrating both speaking with some eBay reps who simply said "we cannot do anything" to the fact that I needed to chase them for me to get refund, eBay should prioritise into implementing some facilities to ensure buyers don't scam sellers

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Due to handling payments between buyers and sellers (managed payments) eBay are regulated by the Financial Conduct Authority; you can see their entry in the Financial Services Register here. Part of that regulation means eBay have a responsibility to protect consumers (i.e. private sellers) against becoming victims of fraud through use of their payment services. The process I detailed earlier seems to be eBay's reporting method for sellers at risk of losing money through fraudulent abuse of eBay's Money Back Guarantee (although eBay doesn't publicly state that it is).

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@viskanag0 wrote:

I am looking into filing a police report towards the buyer as he still has the phone and got his money back, as eBay had to refund me out of their own pocket. 

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There isn't much point. If you had filed a report with Action Fraud then the buyer would have been reported to the police; AF are the police's national reporting service for "fraud and cyber crime". Although they are only a reporting service they can pass on information to local police forces if they consider one or multiple reports warrants such action. However, you are not the victim here as eBay have ultimately ended up out of pocket which is why they would have closed the buyer's account.

[4_bathrooms]

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@magpiecorner1 wrote:

But before that start a claim with the courts against the buyer. 

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A County Court Judgment is exactly that - a judgment the defendant owes the sum to the plaintiff. The OP would have needed to pay £70 just to make a claim (although this sum could be added to the claim). Enforcement of a judgment - i.e. should the defendant fail to pay - isn't free either. If the defendant doesn't own property or a vehicle and is not employed they can claim poverty and pay back a token amount each week/fortnight/month.

Another point worth considering is eBay does not verify the identity of buyers. The account could be a hijacked dormant account or the person opening the account could have done so using someone else's details (money laundering checks are only performed against sellers; not buyers). Someone named as a plaintiff in a County Court case could simply claim they have been a victim of identity theft and have the case dismissed on that basis leaving the plaintiff to pursue eBay for causing their loss.