How to properly escalate as a seller when a buyer defrauds you on a return?

[kirkland]

Talking about returns where the buyer is deliberately trying to screw you. Aka he sends you an empty shoe box, a different item, etc. In the past, Ive always understood it was simply taken as a "cost of doing business" and if you tried to escalate, it was simply understood that you would lose the case, get a defect, as well as have to pay fees that you would have saved if you just bent over and took it like a good boy.

However, recently more and more Ive been seeing ebay sellers escalating the return and ebay helping out the seller in significant ways more than years past. They'll still refund the buyer, but the seller gets his original payment too (probably as a courtesy).

So how do they do it? Has customer service protocol simply changed in the past decade where we were advised to just take it? Are they calling until they speak to a US rep as opposed to an overseas rep? Police reports? Speaking to the ebay business team directly through Facebook?

Would love to hear some feedback as it seems the game has materially changed from then to now

[james_112233]

I think it depends on how long you have been with ebay, your turnover etc.

Police reports most definitely help.

[bluefin02]

Curious as to why you want details about this? This happens maybe 1-2% of the time and eBay has certain measures in place, including flagging accounts and hard bans after a limit is reached. To answer, you would appeal with certain information requested by eBay.

[agent006140]

Originally Posted by james_112233

I think it depends on how long you have been with ebay, your turnover etc.

Police reports most definitely help.

Also the $$ amount.
Do it too many times,Ebay will remove his buying privilege,claiming it is a hazard to the seller community.

[kirkland]

Originally Posted by bluefin02

Curious as to why you want details about this? This happens maybe 1-2% of the time and eBay has certain measures in place, including flagging accounts and hard bans after a limit is reached. To answer, you would appeal with certain information requested by eBay.

Because its happening to me as we speak. And Id like to be proactive and know my options in the event my fear is realized. Hopefully, he doesnt go through with the scam

Right, so youre talking about the scenario where you refund the buyer (knowing you'd lose the escalation) and then appeal it after. Im talking about cases where the initial escalation is actually successful. It seems to be more common nowadays, which is why Im wondering if ebay protocol has changed

[rsot]

Receiving it a postal box with unpacking with videos/personnel would also work as proof

[kirkland]

Originally Posted by agent006140

how do you know Ebay has changed its policy?
Ebay has a 30 days buyer and seller protection,but I dont recall it covers returns.
Some sellers would open the package in front of the carrier,usually a local postman and take a picture with some testimony from the postman that it is not the same item .
I also recall years ago a Florida antique watch shop sold a pocket watch for $28k to someone in the midwest.it issues a call tag for him to return via Fed Exp without taking out any imsurance.
When it arrived,the shop noticed the weight is different so it called the police and opened the box in front of the police,it was empty and filed a report ,but Ebay still insists he refunded else Ebay will do it for him.

28k is insane, wow

I don't know that ebay policy has changed. But on other seller forums I see many more success stories of sellers escalating the claims and getting their money back. In the old days, and on here, it was always advised to never do that. Just to refund the buyer and accept the loss as a 'cost of doing business'

[bluefin02]

Originally Posted by kirkland

28k is insane, wow

I don't know that ebay policy has changed. But on other seller forums I see many more success stories of sellers escalating the claims and getting their money back. In the old days, and on here, it was always advised to never do that. Just to refund the buyer and accept the loss as a 'cost of doing business'

Never heard of this. Whether you win by escalation first or appeal after, the outcome should be the same. Winning by appeal is better as there is no chance for an appeal from the other party. If you are scammed, which is probably a 1-2% chance, document and contact eBay, and follow the appeal process. The chance you lose the appeal AFTER getting scammed, maybe 0.5% of total transactions, maybe better to take the loss after all

[kirkland]

Originally Posted by bluefin02

Never heard of this. Whether you win by escalation first or appeal after, the outcome should be the same. Winning by appeal is better as there is no chance for an appeal from the other party. If you are scammed, which is probably a 1-2% chance, document and contact eBay, and follow the appeal process. The chance you lose the appeal AFTER getting scammed, maybe 0.5% of total transactions, maybe better to take the loss after all

So how does appeal work? Are you saying escalate the return, and if you lose, appeal it after?

Because if you willingly refund the buyer out of pocket (to avoid the probably loss you'd get when escalating the return), youre unable to appeal it because you already "willingly" refunded the buyer

[kirkland]

Originally Posted by agent006140

It would help if he tells us what is the item and how much it sold for?
It would give us some idea whether the buyer intends for personal use or resale?
Also did the buyer insure the item?

Its about $400 electronics item. Not sure if the buyer will keep the item or try to flip it for a profit.

No insurance.

In response to your previous post: "In your case,how do you know your buyer is going to send an empty box or has he sent already?"

Because the buyer opened an INAD case and uploaded a photo of a completely different item. Its 100% the seed of an upcoming scam

[rsot]

Just to clarify, you were shipping domestically right? No international shipping?

[agent006140]

if buyer has already open a dispute and uploaded a picture of an item which is not what he bought,-you need to call Ebay and let them know this is not the item you sent him.
Because soon Ebay will send him a return shipping label and he will return the item as shown in the picture and win the dispute as it matches the picture he uploaded.
It is not safe to sell precious metal like coins and gold bars and electronics on Ebay.

[rsot]

At the very least, set your settings on those kind of items to block 0 and low feedback buyers from bidding - doesn't necessarily get rid of all scammers but helps