Case logged incorrectly by ebay

[sublime_mick]

item sent using ebays simple delivery. royal mail shared proof of delivery. there was one item in the box. buyer states box arrived damaged/open with the item missing. case logged incorrectly by ebay as 'missing parts or pieces'. There was only 1 item in the box. It was missing. Seller asked to create a returns label. Buyer has nothing to return. How can ebay correct the case type?

[**peaseblossom**]

It's the buyer who has used the wrong reason for the return.   If they contact ebay they will change it for them.   

They need to use "Damaged in transit".   Then ebay will issue the refund themselves, you keep the payment and the buyer does not have to return the empty package.

For the buyer to contact ebay send them this link:

https://www.ebay.co.uk/help/eua?id=5190

That has the options to ring ebay or have them ring the buyer.    But it must be viewed on their phone.    The options do not appear on a laptop or PC.

[sublime_mick]

I phoned ebay - agent said they can't change case type to 'lost in transit'. 

Told buyer ebay told me they had opened case incorrectly.

buyer stated that he explained the issue on a call/chat with ebay and they opened it as 'missing part or pieces'.

I messaged buyer that I spoke with ebay and they said it was opened incorrectly... Buyer contacted ebay again...

Buyer stated 'Ok mate iv just spoken to them they are investigating with Royal Mail they told me to wait and to call them on the 4th and go from there'

I have a returns request in my inbox.

If I offer a return label... what is the point? The buyer has nothing to return?

I receive an empty box and tell ebay I didn't receive my item back?

[4_bathrooms]

---

@sublime_mick wrote:

I have a returns request in my inbox.

If I offer a return label... what is the point? The buyer has nothing to return?

I receive an empty box and tell ebay I didn't receive my item back?

---

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

1. Issue a return label. If you don't the buyer can escalate the case on the third business day and be guaranteed a full refund at your expense.
2. If you receive an empty box (or anything else) back you need to file a report with Report Fraud. They're not actually going to do anything but they will give you a reference number and a report.
3. In the eBay case there will be a "Report a problem" link. You will need to click on this, select the most appropriate reason for filing the report (such as "returned a different item") and - crucially - you must provide the Report Fraud reference number from #2 in your report to eBay. Do not click the "Ask eBay to step in" link - the link will specifically state "Report a problem". The link will appear once the return tracking indicates the item has been returned or return delivery has been attempted.

You'll need to post back if the return tracking shows a delivery that you didn't receive.

[sublime_mick]

Thanks for that.

Buyer confirmed he was on with ebay at the time and ebay created the case for him. 

Surely - it makes sense for ebay to correct the error and save the hassle if the buyer returning and empty box and me then reporting that the returned item was missing etc.

[**peaseblossom**]

You can't use "Lost in transit" because the tracking shows delivered.    It has to be "Damaged in transit", and the buyer has to request the change.

[sublime_mick]

Is that definitely possible?

Can the buyer definitely change or request for the case type to be changed to damaged in transit?

[**peaseblossom**]

It has happened, we've seen instances on here.   The buyer can't just change it themselves, they have to ask ebay and how helpful they are may depend on the ebay person they get to speak to.   

Give your buyer the link I gave earlier to use on their phone to contact ebay.

[4_bathrooms]

There's every chance the buyer is being dishonest but even if they're being honest and a Royal Mail employee stole the item the buyer doesn't really have any incentive to do anything as they are covered by eBay's Money Back Guarantee.

You really need to protect yourself here by uploading a return label - if it isn't used you will be credited for it. This statement from the buyer is concerning:

"Ok mate iv just spoken to them they are investigating with Royal Mail they told me to wait and to call them on the 4th and go from there"

Assuming the buyer opened the case yesterday (Sunday 31st May) they can escalate the case on or after Wednesday 3rd June. As things stand if/when that happens the buyer will be refunded at your expense; that is why you need to upload a return label. I'm guessing this is the ~£300 item so you really need to follow the instructions in the case - return cases are automated and you are guaranteed to lose by default if you don't upload a return label.

[sublime_mick]

The whole thing didn't sit well with me. Producing a label for a 'non-return' was illogical. Went back to ebay live chat. Spoke to an agent - who advised ti request the label etc for buyer'. I insisted as this was a  ebay error they should fix... logical step was to reassign case correctly. Asked for escalation to supervisor. Explained scenario to supervisor who chatted briefly and asked for time to review and investigate. All sorted 15 mins later. Case closed - without any refund to buyer.

And a message in the chat with buyer that his account has been suspended or terminated and to use caution before taking any further action.

[4_bathrooms]

---

@sublime_mick wrote:

Spoke to an agent - who advised ti request the label etc for buyer'. I insisted as this was a  ebay error they should fix... logical step was to reassign case correctly. Asked for escalation to supervisor. Explained scenario to supervisor who chatted briefly and asked for time to review and investigate. All sorted 15 mins later. Case closed - without any refund to buyer.

And a message in the chat with buyer that his account has been suspended or terminated and to use caution before taking any further action.

---

I'm glad you were able to resolve this via customer support - where sellers are concerned that is a very rare occurrence.

For what it's worth I don't believe it ever was an eBay error; a few things about the buyer's account didn't make sense. You were fortunate that you managed to be put through to someone with some sense and authority in customer services who could understand what was happening and was able to act upon it.