Fraudulent Buyer

[inrs1801]

Hello fellow eBay sellers,

I'm reaching out for some advice regarding a situation I’m facing with a recent sale. I sold a large digital torque tool (valued at around £500) and the buyer has claimed that the item, along with the battery, was missing from the parcel upon delivery. He stated that he received the package but that it was damaged and shared a picture of it which has very small rip on one side of the parcel — however, the EVRi tracking shows that the parcel was delivered on time and the delivery photo does not indicate any damage.

I packed the item securely, the tool, paper booklets, battery and charger were in a large plastic hard box which has locking clips on both sides which was in the cardboard cover, and given its size (tool itself is 1.5 feet in length) and weight (around 3kg), it would have been impossible for someone to remove it from the box without causing damage to the packaging.

The buyer has zero feedback, and I’m beginning to suspect potential fraudulent activity because when I said to the buyer I will report him to police etc as I still have the serial number and may be able to connect to the tool (don't think I can but just wanted to see his reaction) via one key function his tone changed. he even said that he has another 'Proper' account where he buys and sell from but he bought this item from this zero feedback account as it's a gift for someone (again very suspicious). I’ve reported the buyer to eBay straight away via some eBay forms, and then contacted them over the phone too straight away.  At that time they told me that they can see parcel was delivered a day before and they’ve not heard anything from the buyer so nothing much for me to do bigger than reporting the buyer.

Now buyer has opened the return on eBay after 7 days for item not received, I’ve contacted eBay again over the phone and was told by the advisor to wait 4 days and contact them again and ask them to step in, he said that they can see item was delivered and they’ll 100% close the case in my favour.

I am worried about the outcome and the return process since this is a significant amount of money.

My question is:

• Has anyone faced a similar situation, and what was the resolution?
• What should I do next to protect myself and ensure I don’t lose the funds?
• Is there any additional evidence I can gather or steps I can take to strengthen my case?

Thank you for your guidance and support in advance.

[*vyolla*]

If he's opened an item not received claim then add the tracking number to the order and state in the case that 'Tracking number XXXXX shows delivery to the address on the order details on (date)'. 

Then see if he goes on to open an eBay return, and come back here if he does.

[tressygirl]

Your buyer claiming an item was missing,  thankfully for you,  has opened the wrong case.  It's item not as described not item not received they should have opened.

Do NOT wait 4 days as Customer Service advised because on day 4 your buyer can escalate the case and a refund would be forced.

Enter the tracking number asap into the case details, it shows an item was delivered,  so it will close the case in your favour.

If you haven't done so already enter the tracking number also where you marked the item as dispatched.

All of the above will close a case for item not received,  but the buyer could later open a case for item not aas described,  or turn to their payment provider for help with their refund.

One thing at a time though,  deal with this item not received case now, by adding that tracking number if it is showing delivery,  it will close That case in your favour.

@inrs1801 

[inrs1801]

Thanks for the quick reply. I've tried to updated the tracking number but it doesn't let me as it already has the correct tracking number in the listing. I purchased the  EVRi postage label through ebay so they have the tracking number already and it say 'The tracking number cannot be changed once the item is delivered'. I can add another tracking number but I'll be adding the same one.

Do you think I just leave it as eBay already ahs the tracking number? as per the ebay advisor.

[tressygirl]

I never buy eBay postage,  but understand if you do,  then tracking is automatically added and recorded,  so yes,  that should now be in the case, and if it shows delivery,  it should close the case in your favour, nothing more for you to do if that number is already present.

@inrs1801 

[signs_and_vintage]

And... don't always listen to 3Bay reps without checking here first! Good luck 🙂

[inrs1801]

Quick Update: eBay has closed the case in my favour since they confirmed that the item was delivered. Honestly, I feel fortunate in this situation because the buyer opened an 'item not delivered' case. While I'm relieved to have protected my hard-earned money this time, I believe sellers need more robust protection. If the buyer had claimed "item not as described," I could have faced a very different outcome. This situation highlights the potential for fraud, and it's concerning that private sellers could suffer significant losses if they encounter dishonest buyers. I firmly believe this buyer received the item but attempted to commit fraud by claiming that the main tool was missing from the box. I've reported the buyer, but I doubt any action will be taken. Thanks for everyone's help and guidance!

[signs_and_vintage]

I don't want to worry you but I'm actually beginning to wonder if the buyer was telling the truth, especially if its a nice, heavy feeling object and EVRI are involved.

Because as has been pointed out a trained scam artist wouldn't have wasted time on an INR case for an item with tracking showing delivery - it is a sheer waste of time, you the seller will always win.

On that point, please do not think 3bay have investigated this in any way or shown you any 'favour', this was always going to be the outcome.

There is now unfortunately nothing to stop the buyer seeking further advice and opening an SNAD (not as described) case, or, attempting a chargeback for which they have 90 days.

As I say I do not want to worry you, but please do be prepared.

[inrs1801]

Thank you. I find it hard to believe that the courier opened the box and was able to rewrap everything exactly as it was (as seen in the doorstep picture). The tool is approx 18 inches long and was contained in a large hard plastic case with locking clips on both sides, inside a cardboard cover, and further wrapped in bubble wrap and plastic. Given its size (the tool is 1.5 feet long) and weight (approximately 3kg), it seems unlikely that anyone could have removed it from the box without damaging the packaging. Moving forward, I have updated all my other high-value listings to 'Collection Only' to prevent this kind of issue in the future.

[tortoise52]

I have sold an item and the buyer has opened a case for non delivery. I sentit ebay packlink and the delivery shows clearly marked as delivered, date and time, to correct address, which happens to be a multi storey student house. the buyer claims it must have been stolen and wants her money back. its very cheap and I could easily do this but why is it my problem, I have contacted ebay who say wait until the date and then the case will be closed in my favour. WHEN DOES A  SELLERS RESPONSIBILITY END? I would have thought on confirmed delivery, item is relinquished, transferred, so why is ebay able to take money on hold from my account for non delivery when its clearly delivered? I think you will get the  case closed in your favour when its shown as tracked and delivered. Its the responsibility of the recipient to check parcel before the courier leaves, according to amazon who once sent me an empty phone box. We got our money back from them through the credit card. Amazon told us it was a police matter, who gave us a number and said it was amazons responsibility. Ebay needs to stop buyers making claims on non delivery, when their own delivery company shows it is delivered.