Parcel delivered but saying item isn’t in there.

[autumnpumpkin]

Hi, I sold my phone on eBay for a good amount - eBay choose the postage and I sent it right away. It sat at the post office for 2 days and then 2 days later it’s been delivered however the phone is missing. I sent this phone in the box then bubble wrap and then bubble envelope and then a plastic one it was very well packaged, well the phone has been stolen and you can see whoever did it then cello tapped it back up. The delivery photo backs up the seller as you can see the photo it’s been cellotaped over the postage label then delivered to him. 20 years on eBay never had this kind of issue but the buyer wants their money back but where does this leave me? I did everything correct and have all the postage proof etc will Royal Mail sort it do you think? I’m obviously panicking as it’s so much money!! Anyone had this happen to them?

[**peaseblossom**]

As long as he uses "arrived damaged" as the reason for the return you will keep the payment.    Ask him to do that.  

[*vyolla*]

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@autumnpumpkin wrote:

EBay have told him to start a return so he will get a refund and I won’t have a phone nor the money!! When it’s been stolen eBay are an actual joke!! 

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Did your buyer message you to say that or have they gone ahead and opened an eBay return?

If they've opened one, what reason have they selected?

[autumnpumpkin]

Sadly they have requested a “return” as missing parts and eBay have sided with them when we both agree it’s been stolen. 

[e2n7dv]

These day's I have observed not only Royal mail, Evri has the same issues. There might be two possibilities, snake is inside at the delivery depo  or the driver who used to deliver the item, they sometimes does that due to greed and curiosity. I doubt mostly on the delivery drivers, because they weren't tracked with Body camera when they deliver.  

I recommend collection  all the time for expensive item. Thanks .  

[autumnpumpkin]

I’ve been on the phone to EBay the guy seemed helpful we shall see. He’s asked the buyer to upload photos to the case so they can take it from there, as surely I shouldn’t accept the return as the item wasn’t in there and eBay need to pay us both. 

[e2n7dv]

There are another scam going around in UK. I have seen few buyers use the item for couple of weeks and then report eBay that item is damaged or not working. Then they will text you for full refund , if not blackmailing you for negative reviews. I am really tired of these rats.
Sent from my iPhone

[autumnpumpkin]

They sided with the buyer after everting so I’ve lost £400 and a phone been with eBay 21 years well I will never use eBay again!! 

[suelel1968]

Don't accept this. Get on the phone now. 

[dancewithadingo]

Good Morning Autumn

That's outrageous. Infact the whole situation is ridiculous. Do as Susie says.  If the appeal fails then WRITE to the CEO and if that fails then contact the nation press. They pay for newsworthy stories and they may well be interested in this saga.

I am leaning towards your buyer having received it deciding to make a false claim re an empty box. The only people who knew what was in the box are you and your buyer. Providing it was wrapped well and the contents concealed then I suspect your buyer.

[autumnpumpkin]

It was in the box then bubble wrapped then in a bubble envelope and then a plastic envelope it was well packed up. I’m just devastated- 21 years on eBay!! 

[4_bathrooms]

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@autumnpumpkin wrote:

They sided with the buyer after everting so I’ve lost £400 and a phone been with eBay 21 years well I will never use eBay again!! 

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Did you click the "Ask eBay to step in" link?

Anyway, here's what you need to do to try and get your money back in the exact order you need to do it:

1. File a report with Action Fraud giving the IMEIs (there are two) and the serial number of the device - you can see these on the box in one of the pictures you took.
2. AF are unlikely to actually do anything but they will provide you with a reference number and possibly a report.
3. At the bottom of the (now closed) case there should be a link to appeal eBay's decision. Click this and in your appeal provide the reference number from AF and attach their report if they provided you with one.

[suelel1968]

Hi @autumnpumpkin are you sure ebay have taken the money off you? To be fair they should refund the buyer assuming there is no pattern of behaviour and you should keep the money also. Ebay should action it with the delivety company.

[4_bathrooms]

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@suelel1968 wrote:

To be fair they should refund the buyer assuming there is no pattern of behaviour and you should keep the money also.

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"Missing parts or accessories" is deemed a seller fault; the only INAD reason private sellers are protected under Simple Delivery for is "Arrived damaged".

[autumnpumpkin]

Update eBay have now said they will refund us both! We shall see. This has
been so exhausting and stressful I’ve been a loyal eBay customer/ seller
for 21 years and 100% feedback.

[suelel1968]

Hi @autumnpumpkin That is good news and the right result whether Ebay CS think so or not.

Note to self, never sell high value item on ebay......

[dancewithadingo]

Good Afternoon Autumn

Well done, delighted to hear the good news.

[autumnpumpkin]

Absolutely NEVER again. 

[4_bathrooms]

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@autumnpumpkin wrote:
Update eBay have now said they will refund us both! We shall see. 

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Were you told that in a telephone conversation, via live chat or have eBay confirmed that is going to happen in an eBay message?

[autumnpumpkin]

They said on the phone, but also email  this evening . 

[4_bathrooms]

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@autumnpumpkin wrote:

They said on the phone, but also email  this evening . 

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Superb. You can't rely on anything a customer service rep tells you during a call but now you have that assurance confirmed in writing you can hold eBay to it.