Return Scam - EBAY refunded buyer even though concrete proof was provided

[stesull-29]

A friend of mine sold an item worth $700 & the buyer said 'item was faulty'.  Item was not faulty but the return was accepted immediately anyway.  Label with tracking number (through EBAY) was sent to purchaser to facilitate the return.

Received nothing until close to the timeline allowed by EBAY to return it, then an email came from EBAY stating item has been received/returned & to go ahead & refund the buyer. NO item had arrived AT ALL.

EBAY was contacted seeking help & their advice was to contact Australia Post to ascertain what happened to this package being returned.  After MUCH mucking around, waiting and further contacting, Australia Post provided information that this return package (tracking number) was addressed to someone completely different and a completely different address.  Due to privacy reasons they cannot share whom it was delivered (or addressed) to.  

Australia Post did however provided evidence in writing which stated that the parcel with that tracking number was NOT address to the proper recipient or the proper recipients address (They actually named the seller (recipient it was meant to go to) AND stated the full address of the seller and said this was NOT addressed or sent to them)  Australia Post also stated the weight of the package, this weight was only 1/6th of the weight of what the genuine package is.  They also stated this packaged was delivered to someone else  in the same suburb as the seller.

This evidence was all provided to EBAY on a few occasions, through different EBAY staff in their chat box.  A link was sent to upload it in full also, which was done.  EBAY staff said they could see the issue & behaved with some empathy (Many times)....  On it went, with EBAY sending emails stating it had been delivered and to refund buyer.  Seller kept contacting EBAY again and again which enabled delay of having to refund whilst EBAY 'apparently' was investigating, repeatedly.  

Then randomly, sellers bank account was stripped of $700 with EBAY handing it to the buyer. Seller has since contacted EBAY and was told to wait 5-7 days for an email.  Seller contacted EBAY again asking for EBAY to call them and EBAY advised they will call within 48 hours, which did NOT happen

This is clearly an organised scam.... what is hard to understand is EBAY was provided proof & KNOWS the package/tracking number was not even addressed or received by the seller, yet they step in and steal sellers money for the buyer.. This could not happen if EBAY didn't facilitate this scam.  do you do with shonky theft, scamming behaviour like this?  Anyone got any prior experience or tips please?

[padi*0409]

Maybe tell your friend to go to the police and with all the evidence, open a fraud case against the buyer, because it sounds like trying that with eBay will be a no-hoper.

[stesull-29]

Thank you... I wasn't sure if the Police would deal with something like this, but will call them for their advice

[lezned-toycollector]

Just so your friend doesn't look like a complete and total tool... eBay didn't steal anything. Your friend provided eBay with access to their bank account and authority to debut said account, which they did quite legally.

If your friend starts accusing eBay of theft, such allegations will be dismissed rather quickly.

[stesull-29]

I guess, its actually 'facilitated' by EBAY... If EBAY actually read the evidence then they would not have actively taken the funds to give to someone who has clearly lied.  I would have thought EBAY could be relied upon to ensure factual evidence requested and then provided to them, would be first & foremost properly reviewed before removing chunks of money from peoples accounts. 

I think any business who has the ability & authority to debit customer funds should prioritise & ensure proper process, analysis and integrity.  This has not occurred in this case 

[padi*0409]

I think it would be best if your friend joined this conversation, because at best we are getting secondhand information here.

[stesull-29]

I am the 'friends' partner... so it is kinda really first hand.  "Friend" is sadly suffering health conditions 

[domino-710]

As you have the address of the buyer you could send a letter of demand - citing it has become a police matter.

Write it all up and take it - and the proof - to the local police - they'll give you a case number.

[stesull-29]

UPDATE: 

We submitted yet ANOTHER appeal & EBAY has obviously read this one and has decided to refund.

Ebay's Response:

Good news! We reviewed your case again, and will refund AU $700.00 to you.

After reviewing the case again, we changed the original outcome of the case. This case won't affect your seller performance, and any Feedback left for this transaction will be removed.After reviewing the case again, we changed the original outcome of the case. This case won't affect your seller performance, and any Feedback left for this transaction will be removed.

Thank you for all your help everyone.... I think the constant contact with EBAY was the answer (every day for days and days) maybe it just landed under the nose of someone who actually read it & cared to do something?  Either way, very happy its been resolved & we are not being scammed out of $700 🙂