Signed for Delivery Item Allegedly Stolen

[i11uminatus]

Hi,

I am a private seller and recently sold a new, sealed MacBook Pro.

It was delivered by Special Delivery, and signed for.

60 hours later the buyer has asked for a refund 'Doesn't match description or photos:Hello, I purchase MacBook Pro I notice it was lighter than the usual. As I open it I realise it was only a cable inside without the actual device. Not sure if this is a transit error or seller mistake hence why I’m reaching out to clarify this. ' and sent a video showing an open and empty box.

Obviously the laptop was there when I sent it, and the weight is confirmed on the Post Office receipt.

The buyer has been v reluctant to communicate, has not replied to any of my questions (who signed for it, was the packaging damaged upon delivery etc), so I suspect it is a fraudulent claim.

I have submitted a claim to Royal Mail, but they take 30 days to respond.

What is my best course of action?

Please help( Thanks. 

[4_bathrooms]

You need to issue a return label via the case if eBay has not already done so. You then need to deal with this upon receipt of whatever the buyer sends back - post back here when the tracking shows the item has been returned for further advice. If you don't issue a return label the buyer can escalate on the third day, will be all but guaranteed a full refund at your expense and be told they don't need to return anything. 

Did you record the serial number of the device you sent?

[lighting_signs_and_vintage]

As a buyer I'd never buy something like this sight unseen fearing it's stolen, run ragged through corporate or heavy media use, or simply poorly looked after, but I'm not suggesting for the minute the OP falls into this category.

As a seller I'd never sell anything like this because of... this.

However, the advice above is good, DO NOT allow 3Bay to 'step in and help'.

[myriad*seller]

I would notify the buyer that you will report the theft to Apple and get the device deactivated and that you will be making a report to Action Fraud and Royal Mail to ascertain "who stole the item in transit"

You might find they discover the item was "thrown away accidentally in the packaging" if they think you will brick the device 

[magpiecorner1]

Phone Royal Mail.  They are very hot about special delivery, due to the insurance costs 

The weight is the give away, and you can be certain that RM will have a full record of the package going through the system.   Way more than for standard post .  Also inform the police.

Let us know the outcome.

[m25jet]

In addition to the excellent advice that you have been given so far on this thread, make sure that you add the buyer's User ID to your Blocked Bidders List if you have not already done so.  At least that way the buyer will not be able to purchase anything else from you in the future and make any further attempts to screw you over again.

[i11uminatus]

Thanks for everyone who chipped in.

From the above it looks like there is absolutely 0 protection from eBay for sellers? I.e. every advice seems to be about other parties (Royal Mail, police, Apple...)?

Yes, I have the s/n of the device, as well as a video showing the box was intact.

[i11uminatus]

Is there any benefit of proactively 'Asking eBay to step in and help' since the buyer is clearly unwilling to provide any detail of what happened etc, i.e. looks dodgier by the minute?

[lighting_signs_and_vintage]

None whatsoever.

[myriad*seller]

I guarantee you will be forced to instantly refund  the buyer if you ask eBay to step in

RM will not deliver a package that has been opened, without putting it in a special bag that explains about the damage to the packaging, and Special Delivery receives extra security while in transit

Items being taken out of parcels and being presumably rewrapped are something Royal Mail would take VERY seriously

Special Delivery is not like other services, parcels are kept separate and tracked at every stage. 

[i11uminatus]

Should I insist on the buyer opening an 'Item Not Received' claim vs ''Doesn't match description or photos' as he's done now?

[4_bathrooms · Accepted solution]

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@i11uminatus wrote:

Should I insist on the buyer opening an 'Item Not Received' claim vs ''Doesn't match description or photos' as he's done now?

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You can't insist on that and they're not going to anyway. You absolutely must issue a return label; the process is as follows:

1. Issue returns label
2. When you receive whatever the buyer returns file a report with Action Fraud - you will receive a reference number and (possibly) a PDF copy of the report.
3. The eBay case will now have a "Report a problem" link - click on that and select "Returned a different item" or whatever the most suitable option is. Do not click the "Ask us to step in" link - it will specifically state "Report a problem".
4. Make sure you include the reference number from Action Fraud (this is crucial) in your eBay report and upload the PDF copy if you have one from AF. 

[i11uminatus]

Thank you everyone.

The buyer has refused to communicate so I am pretty sure he is a scammer.

Re some of the options outlined above:

1. It seems to be the consensus with no other opinions that I need to issue a refund and request the packaging back, right?
2. Does anyone know Royal Mail phone for claims? As the website loops to 'submit a claim' form that I already did.
3. Is there a specific way to actually report the theft to Apple, since all I can find is 'report to law enforcement' since the device was never activated or added to my account.

Thanks again. 

[the_book_seekers]

Royal Mail has it's own team that investigate theft of mail and a report can be filed on line. 

Worth reporting to RM and cross referencing with the Action Fraud report. If your buyer is

a scammer put them on as many radars as possible. 

[johnwash1]

I don't think you should issue a refund before getting back the item, or whatever the buyer sends back instead of it.  Otherwise the case is likely to be closed and you'll lose everything.

[4_bathrooms]

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@i11uminatus wrote:

Re some of the options outlined above:

1. It seems to be the consensus with no other opinions that I need to issue a refund and request the packaging back, right?

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Did you read my post? Nowhere does it state anything about issuing a refund - only a return shipping label. Have you sent a return shipping label yet?

If you volunteer a refund at any point it's game over - you will lose the item and the money.

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@i11uminatus wrote:

1. Does anyone know Royal Mail phone for claims? As the website loops to 'submit a claim' form that I already did.

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Royal Mail are almost certainly going to refuse the claim as the package was delivered. You also shouldn't be trying to claim from Royal Mail if you are certain the buyer is a fraudster. 

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@i11uminatus wrote:

1. Is there a specific way to actually report the theft to Apple, since all I can find is 'report to law enforcement' since the device was never activated or added to my account.

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As the device was never activated and therefore never associated with an Apple ID/iCloud account I doubt there's anything Apple can do.

[vintique*violet]

Do buyers realise that the weight of parcels is recorded - your buyer said a cable - that sure is a lot lighter than a MacBook Pro. 

I think they are trying to scam you, sorry to say and it is appalling! 

[vintique*violet]

Please do not  refund until you get the item back. 

[vintique*violet]

Just a thought - Has the buyer actually opened a not as described case with eBay ?

If not do nothing and do not refund until you get the item ( whatever they want to send) back. 

I think they are just wanting you to refund without further investigation. 

This time of year there seems to be more scammers. 

[i11uminatus]

'Has the buyer actually opened a not as described case with eBay?' - Yes he did