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]

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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.