eBay - Sold Laptop, Buyer falsely claimed it was damaged. How can I get my money back?

npmaster

The short version is: I sold a laptop on eBay, the buyer didn't want it so falsely claimed water damage. eBay sided with the buyer and made me pay postage costs & fees. I am now out of pocket. How can I get my money back?

The longer version - which is a good warning if you ever sell on eBay - is below.

I sold my laptop on eBay at the start of October. During the auction, I got more scams attempted against me than I did offers. But eventually, the laptop sold in the final seconds of the auction. I got less than I hoped but I was glad to have sold it.

Shortly after sending me the money, the buyer kept sending me questions which at first should have been a red flag. One of the questions was how good at playing games, was it? I pointed out that it wasn't a gaming laptop. I after I sent the item in the post. The buyer contacted me saying they didn't want it as it wasn't a gaming laptop.

I refused then as I discovered I would only get credit for the ebay fees I have automatically paid and I would have to pay for the postage costs (return postage included). The buyer was unhappy but I thought that was the end of it.

They then contacted me saying they received the item but it was water damaged. They raised a dispute. I provided pictures and videos of the laptop in full working condition taken on the day I sent the laptop. I tested it in the morning and recorded the footage. They provided no evidence.

eBay support had to decide on the case.  I thought eBay would rule in my favour. The evidence showed the laptop working when I sent it and the buyer had already attempted a refund on me cause they didn't want the laptop. The buyer refused to provide any evidence and just ranted that I was a scammer.

eBay ruled in the buyer's favour. I was forced to pay the postage costs and the laptop was returned (to the wrong address). I finally was able to get the laptop back from the wrong address and have tested the laptop. There is no water damage and the laptop is fully working.

I am now out of fees & postage. Down about £70 as of this moment. I want to get my money back from eBay. Does anyone know how I can do this?

DayDreamerandGeneralWaster

You can try calling them. They will be able to see your messages. I'm not sure what the chances are though.

If a buyer changes their mind it's best to cancel the transaction. 

npmaster

DayDreamerandGeneralWaster said:

If a buyer changes their mind it's best to cancel the transaction. 

If the buyer had changed their mind before I sent it I wouldn't have had an issue. But to refund them after I paid to postage and sent the item means I lose out. This change of mind from the buyer has cost me £70. That is alot of money to me. I am not a business seller. I am just a regular guy trying to make do sale items to make do.

liggerz87

Yep I got hit by something similar i sold a htc u11 for like 450 buyer claimed faulty back button I did dispute it ebay sided up buyer and I got a negative feedback from it but got ebay to remove it got phone back it was fine they kept missing the back button bit of a strange one it was after that I dont sell on ebay 

forgotmyname

One of the risks for selling online. You could try calling ebay and explain the situation. Or sue the seller for your losses.

One to chalk upto experience, don't let things escalate to a dispute where ebay step in.

macman

Your chances of an eBay/PayPal refund are precisely zero: they will invariably side with the buyer in disputes. Put it down to experience and use a safer method of selling next time. Gumtree/Facebook Market are much safer, no need to post anything, and you can determine  precisely how you get paid: cash or bank transfer. No comebacks.

[Deleted User]

This is why I sell stuff like this online through other sites and sell it as collection only and cash payment. They inspect and even use whilst with you then agree to buy it not. 

JetpackVelociraptor

1. Report the buyer to "action for fraud" and obtain a crime reference number.

2. Contact eBay over the phone to open an appeal against the outcome of the case. Your evidence is: the buyer's original messages asking to return as they changed their mind, the fact that the laptop is now fully functional and works perfectly with no sign of water damage (take pictures/video of it working), and the crime reference number.

3. Be prepared to wait, and to periodically contact eBay to check if they need any further info.

If you succeed, eBay should refund you your costs so you're not out of pocket. Most likely the buyer will have a note added to their account that may mean they get caught if they attempt this again with somebody else. Do not forget to block the buyer! If you don't succeed with eBay, you could pursue the buyer through small claim courts for your costs.

[Deleted User]

JetpackVelociraptor said:

1. Report the buyer to "action for fraud" and obtain a crime reference number.

2. Contact eBay over the phone to open an appeal against the outcome of the case. Your evidence is: the buyer's original messages asking to return as they changed their mind, the fact that the laptop is now fully functional and works perfectly with no sign of water damage (take pictures/video of it working), and the crime reference number.

3. Be prepared to wait, and to periodically contact eBay to check if they need any further info.

If you succeed, eBay should refund you your costs so you're not out of pocket. Most likely the buyer will have a note added to their account that may mean they get caught if they attempt this again with somebody else. Do not forget to block the buyer! If you don't succeed with eBay, you could pursue the buyer through small claim courts for your costs.

Just to clarify it’s Action Fraud.