Outrageous decision made by eBay

[tcgdragon]

I recently sold 2 sealed boxes of Yu-Gi-Oh! Cards to a low review buyer. These were send fully tracked and I got confirmation of this item being delivered including a picture as I was worried about the address and low buyer feedback. I dropped this parcel off directly to Royal Mail so I got shipping confirmation that confirms the weight of the item, I also got dleivery information with a picture and pictures of the package with it’s contents before shipping.

My buyer claimed he didn’t receive the item and when I told him I had shipping confirmation and a picture of his door of his address he said, I did receive the package but it was empty… Ofcourse I don’t believe this as I know the package was not empty and I got confirmation of the weight and a picture of the undamaged parcel infront of his door. eBay ruled in my favour and I thought this was done with

To my HUGE suprise I received an email today from eBay that the buyer asked eBay to review the case again and without informing me has now ruled in the Buyers favour? I am furious and genuinely confused how this is even possible?

What do I do now?! I’ve done everything I could and have all the evidence so how can eBay possibly side with the buyer after he changed his story and based on a complete fake claim. For the record I got 100% feedback on eBay and have always acted to the best of my ability to help my buyers.

Any advise is very much welcome as I have just lost £200.

Edit: In the case details eBay says I agreed to a refund but failed to issue the refund. I never agreed to any refund and made it very clear I fulfilled my obligation as a seller I never received any response or communication from the buyer.

[game_raid]

You will be able to appeal the decision on the case that has been opened/closed scroll down and you will see the link which will get you a call back from the appeals team.

The buyer is allowed to appeal the original decision.

On the case it will say you promised a refund and never gave it or something along them lines.

We have had countless of these over the years and all resolved in our favour, our most recent one was last month and eBay reversed the decision after review, same issue they claimed the box was empty.

Of course all cases are different so I can't say either way but you have a good chance of a resolution.

Keep calm and say I am appealing the decision, the item has been delivered and the tracking supports this.

But the issue is they may open a return once the case has been reviewed and send you back an empty box, this hasn't happened to us yet so don't think about that until it happens, generally they usually give up.

[tcgdragon]

Thank you so much for your reply, that’s good to hear I’m still confused how eBay sided with the buyer after already ruling in my favour when I have all the evidence and eBay never even asked me for it?

“On the case it will say you promised a refund and never gave it or something along them lines.” Exactly this! And and I never promised a thing, the buyer never even contacted me and opened the case without trying to resolve it which was already suspicious to me.

I am worried because the money has been taking from my account? If I win the appeal which hopefully I do will I get these funds back?

I have to admit I like eBay but things like this I really don’t understand and makes me anxious to sell anything valuable.

[game_raid]

It is an appeals process, most cases are automated when the tracking is valid, all the buyer has done is appealed the case so you can now appeal back which then goes to final review.

The message you see is concerning, I was told this was going to be changed but that was 2 years ago, because it makes no sense whatsoever. 

If you win the money will be put back within 24 hours.

You deal with the appeals team who are in Ireland and they are very fair.

[4_bathrooms]

Before appealing I suggest you first file a report with Action Fraud. They're not actually going to do anything - they are just a reporting service - but they will give you a reference number and a PDF report. You then need to provide the AF reference number and upload the report when you make your appeal with eBay. 

[game_raid]

You don't need the action fraud report on this type of appeal, I literally did this a matter of weeks ago.

The buyer is claiming an empty box was sent, and not the seller receiving an empty box back as a return. 

eBay can deny the claim because they can't say for 100% that the seller did not send an empty box or the parcel was damaged by Royal Mail and the contents fell out.

You can't really accuse the buyer of theft at this point because they are claiming to have received nothing, anything could have happened on the parcels journey. 

Most buyers that try this scam they open a return instead of an INR so they can return an empty box back.

eBay may give a goodwill refund to both buyer and seller depending on value, I was told this by the agent, it all depends on the both the buyer and seller's account history.

More often than not eBay approve the claim due to the tracking showing as delivered, I have also know eBay to tell the buyer to open a return once the INR closes, then the seller can report to action fraud if an empty box is returned or a different item.

[tcgdragon]

Buy I do have proof cause I got a receipt with the tracking number that’s confirmed to be delivered which was weighed by Royal Mail when I dropped it off. So i got proof the box was full when I dropped it off, I also got pictures of the contents before I sealed it. If what the buyer claims it’s true Royal Mail would of removed the contents and resealed it without the parcel on the picture showing any damage, I am seriously sceptical this happened. 

[game_raid]

The tracking is enough, get a call back from the link at the bottom of page on the case, you will know either way in the next 10 minutes or so if you get a call back now.

Pictures mean nothing sadly, eBay will never take this as evidence because the box can be tampered with afterwards.

I think and hope you will be okay with this.

[jow1995]

You are operating on a private account, selling 100s of new expensive items , register as a business seller, then you will probably get more protection. Only snag fees are much higher!

[4_bathrooms]

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@game_raid wrote:

You don't need the action fraud report on this type of appeal, I literally did this a matter of weeks ago.

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The reason for the Action Fraud report is the OP being a private seller. As eBay are an FCA regulated financial institution they have an obligation to protect private buyers and sellers (consumers) against fraud. Where a private seller is concerned the AF reference number is their proof they have been a victim of fraud.

I still don't understand why eBay are ignoring their own policy in cases like this. The automated INR system has done it's job - the case was closed in the seller's favour due to the tracking showing delivery. Some member of eBay's customer services has manually overturned this for some reason. I know as a business I would appeal pointing eBay's own policy out to them and likely win but as the OP is a private seller it certainly won't hurt their cause to appeal fully armed with an AF reference number.   

[tcgdragon]

More than happy to file this report, thank you, as I do have a very strong suspicion this is indeed fraud. The story and behaviour of the buyer just does not add up also the neighbourhood is not the one I usually ship items to, it doesn’t fit in with my usual type of buyer at all. 

[game_raid]

We have had this appeal process numerous times, and what the operator always tells us "I can't understand why they have allowed the appeal" and they then check everything is as it should be.

I am thinking the appeal isn't being processed by the UK reps and just being put through no matter what a buyer says.

[tcgdragon]

Thank you for reassuring, I do think I genuinely cover all my bases when it comes to documenting my shipments due to the value of these products. If I wouldn’t be able to get my funds back I would have to stop using eBay altogether let’s hope this won’t be the case.

[tcgdragon]

I am going on a business account, I applied for one last year during the promotion and got told by eBay they believe I should be a private seller. Now they want me to be a business seller which is fine by me.

[tcgdragon]

I will make sure to do this, also as mentioned above I was declined a business account last year and recently received an eBay saying eBay now believes I should be a business seller which I agree with. My application for a business account was rejected last year when they ran a promotion and I was told my account should be private, which in hindsight worked in my favour when they subsequently got rid of pricate seller fee’s 

[4_bathrooms]

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@game_raid wrote:

I am thinking the appeal isn't being processed by the UK reps 

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eBay has UK-based customer service reps? I'm pretty sure if they do they only deal with Anchor Store subscribing mega-sellers through eBay Concierge. The nearest I've ever got to the UK is Dublin although Manila (Philippines) is more typical. 

[game_raid]

I have spoken to more UK appeal reps than the ones in Ireland when I have appealed these type of cases.

I am thinking maybe the appeal from the buyer gets dealt with the overseas reps and then the UK teams deal with the sellers appeal as they make the final decision, I really don't know but all that I have spoke to have the common sense to see what is happening and closed in our favour each time.

[tcgdragon]

Follow-up,  after contacting eBay and filling a case appeal the case has been overturned in my favour massively restoring my faith in the eBay system. I am still confused how this case was ever ruled in the favour of the buyer initially without any supporting evidence of the buyers claim, however during the case review all evidence was taken into account and the initial outcome was overruled in my favour. Thank you for all the helpful comments and well done to the eBay rep helping me who was extremely professional and understanding.

[game_raid]

Good news, I knew deep down you would get this overruled but didn't like to say 100%. It's the process they have to follow, what eBay will tell that buyer is to contact RM because it is between them two now.

They may open a return, it will depend on how well they know the system but most give up at this point and not bother, they feel like they have been caught once.

I would block the buyer now also so they don't try it again.

https://www.ebay.co.uk/help/selling/resolving-buyer-issues/blocking-buyer-ebay?id=4082&st=3&pos=2&qu...

[tcgdragon]

Thank you! I have blocked the buyer like you mentioned. The buyer claims he already contacted Royal Mail who dismissed the claim right away and redirected them to eBay. Luckily with the abundance of evidence the buyer has nothing to substantiate their in my opinion false claim. Justice prevails.