Damaged Return

[phill.eugen]

Hi all

I sold and item which the buyer states is not as described, I accepted the return and sent label. The buyer then waited until the last day to post back.

When it arrived we opened it immediately, it is damaged badly and parts have been swapped out, which I have photographed. 

I have tried to raise this with eBay, but they keep asking me to send the refund or they will on my behalf.

What am I doing wrong? I've never had this before

[fassiphone]

I'm afraid there's not much you can do, as you've been scammed.

[4_bathrooms]

What was the value of the item/what was it?

[sml192]

You need to report the matter to Action Fraud and obtain a crime/reference number and copy of the report and then specifically use the 'Report a problem' link in the eBay return request, citing the Action Fraud crime number/report and clearly outlining the issue.  Doing that will close the original the original return request and open a separate case.  There are no guarantees that the case will be found in your favour but it should give you a pretty good chance. 

[kyanyama]

I agree with sml192!  First of all block the buyer from buying from you again.  You can find how to do that using the Help and Contact - just search 'block buyer'.  You will need your original photos and the photos of the returned item and itemise the damage and swopped out items.

Report the matter to Action Fraud.  You will get a crime reference number.  When you Report the Buyer for returning an item in a different condition than sent add the crime reference number.  You might not recoup your money although you may be able to re-sell your item after repair.

The buyer, will, eventually get banned.  But it only works if scammed sellers' do their bit - most just take the easy way out and moan about it - but don't do anything constructive to prevent it happening to others.

I recently had a buyer purchase an item.  I got a banner from eBay stating my buyer had warnings on their a/c about frequently opening cases for not as advertised / items not received.  I have never seen that before.  Their address was dodgy (on checking with the RM website) so it was easy to cancel the transaction as 'problem with buyer's address.  I blocked the buyer.  But it was the first time I had received that message in 20+yrs on eBay.

[phill.eugen]

£80

[phill.eugen]

Hi Thanks for the info, where would I find Action Fraud contact information 
Genie

[phill.eugen]

Thank you for your help Can I ask where I’d find Action Fraud contact information Genie

[4_bathrooms]

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@phill.eugen wrote:
Thank you for your help Can I ask where I’d find Action Fraud contact information Genie

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You need to file a report via their website here.

Once you have received a reference number and report from AF you need to click the "Report a problem" link in the eBay case. Select the most appropriate reason for filing the report from the drop-down list and in your report to eBay you need to include the reference number and report (if you have one) that you received from Action Fraud.

Out of curiosity which item was it?

[phill.eugen]

A Dualit Sandwich Toaster.

Thank you for all your help I have filed the report and followed your instructions on the report a problem with the reference number, sent it and it comes up with Thank You, Please refund buyer 🤷‍♀️

[phill.eugen]

A Dualit Sandwich Toaster £76.00

[vjbuystuff]

you need to contact EBAY support via live chat, then request to talk to a human and contest the refund.

you do NOT have to refund the buyer 

[edenorg0]

Thank you. That's what I thought too, but I can't get to speak with a human

[phill.eugen]

Thank you. That's what I thought too, but I can't get to speak with a human

[hettsville]

Here's a link to get a call back.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid 

[4_bathrooms]

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@phill.eugen wrote:

Thank you for all your help I have filed the report and followed your instructions on the report a problem with the reference number, sent it and it comes up with Thank You, Please refund buyer 🤷‍♀️

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Did you use the "Report a problem" link (it specifically says that) in the case and, if so, what reason did you select for filing the report?

Filing a report that way should result in the original case being closed and a new one being opened that relies on a human at eBay to decide the outcome of. It sounds like the original case is still open. 

[4_bathrooms]

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@phill.eugen wrote:

A Dualit Sandwich Toaster.

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Does the toaster you have received back have the same serial number as the one you sent (02/98)? I'm not sure that's actually a unique serial number, though - it looks more like the month/year of manufacture.

[phill.eugen]

Yes that’s correct, it’s a generic date code, the body is correct, it’s the inner workings that have been swapped with incorrect parts ( an end element in a centre position) and the buyer hasn't been able to fit them so they have basically been dumped inside the toaster under the base plate, all broken and there is no way it happened in transit as the parts are a tight fit and behind plates that are screwed in place

[4_bathrooms]

It sounds like the buyer used your toaster for donor parts. As I asked earlier; did you use the "Report a problem" link (it specifically says that) in the case and, if so, what reason did you select for filing the report?

[phill.eugen]

Damaged & Missing Parts