Big problem with selling my camera on Ebay (item swapped)

james_uk

Hi, I have had a very unfortunate issue selling my Sony RX100IV Camera on Ebay.

Not sure if anyone else had had anything similar happen and can offer any advice?

I sold the camera with a few accessories for £365, so i was due to receive £318
I posted it next day delivery and insured it for the price it sold for (probably a bit naive, i should have really insured it for the total value of the camera).

The delivery was scheduled with Evri via Packlink through the Ebay site .

The day that it should have been delivered, there was no update on the tracking, i left things this day thinking maybe they are just really busy etc.

The day after there was still no update, so i tried to contact Evri, but they seem to make it extremely difficult to speak to a human, i ended up having to go through packlink to speak to someone and even then, it was only via live chat.

I was told they would contact Evri and try and chase it up for me, i then got an email the next day saying the parcel is in the network and will be delivered within 72 hours. The tracking had then updated to on way to buyer’s local hub.

I let the buyer know about what had been said and it turns out he received it yesterday morning.

He then sent me a message on ebay saying I have sent him a playstation game, and seem to have made a mistake.
He then sent me some pictures after i said i have definitely not sent you a ps game.

The picture was the parcel bag i used with the label i printed in the drop off store, all the bubble wrap i used had been reused to wrap around this game, you could clearly see in the picture it was still sealed were you close it, but a slit had been made lower down and brown parcel tape had been used to cover this up, so does look like it's been swapped by someone.

The buyer has now requested a full refund, which obviously i would have to honour, i created my own incident with Ebay, but their response seems just be we can't prove anything so i will have to take it up with the currier, which i intend to now do (ebay had said don't yesterday stating they will investigate it all). but have emailed me today suggesting i not do file a claim with evri or packlink.

Has anything like this ever happened to anyone?

I have a feeling the currier company will also just try and say, well they can't prove i didn't just post a game, and they have the parcel tracking stating the item has been delivered successfully so that’s it.

I obviously don't have any other way of proving my case apart from showing the ebay invoice and details and the fact the tracking was linked to that sale, but that doesn't prove that’s what i sent does it?

I obviously would have been happy with the money i was going to make from the sale, but because of what’s happened, should i be pushing for compensation in regards to the full value of the items? or would i only be covered to the insurance i paid for?

Can anyone offer any advice at all?

Regards

James

knightstyle

Unfortunately you have to refund the buyer and it is you who must claim from Pachlink as it was them you have a contract with.   Good luck with that, hope you had proper insurance.
At the end of the day after exhausting their complaints process a letter before action may work if not small claims court.

soolin

There are several problems here not least of which is the fact that cameras are excluded from any compensation at all with Evri 
https://www.evri.com/send/what-i-can-and-cannot-send

However there is the possibility that buyer is the scammer, although proving it is going to be near impossible. Perhaps a well worded email asking them to retain all packaging so that you can send a label to get everything returned so that you can can get a police report for theft and saying that you will of course be passing details to police who may want to contact them to back up the report that package arrived opened. 

Then get buyer to open an SNAD claim with eBay, that enables you to send a return label and you won’t have to refund until you get all the things back. Do not refund without a case being opened and the wrong item plus packaging returned. 

james_uk

Thanks for the reply, i didn't realise camera's where excluded, i don't recall now if when i selected the insurance, it it asked what the item is, surely if should ask you so it can say this isn't something we cover. They must make a lot of money out of people paying insurance that was never actually covered anyway.

The item is just a ps2 game that he received so even if i paid to return it, i am going to make next to nothing on it anyway.

Olinda99

you are now, unfortunately, a victim.of crime (theft)  and as with most theft victims the chances of getting anything back is small.

HampshireH

james_uk said:

Thanks for the reply, i didn't realise camera's where excluded, i don't recall now if when i selected the insurance, it it asked what the item is, surely if should ask you so it can say this isn't something we cover. They must make a lot of money out of people paying insurance that was never actually covered anyway.

The item is just a ps2 game that he received so even if i paid to return it, i am going to make next to nothing on it anyway.

If that is what the buyer received.

It is massively inconvenient IF the buyer is the fraudster and they won't get their money back until they have done it. A fraudster won't mess around returning stuff.

In theory a genuine buyer won't hesitate to help you to help them.

Buster_Danog

Sorry about your situation, James. Unfortunately, Evri exclude a lot of items in their T&Cs including some electronic items. I nearly got caught out returning some shoes to Germany because of the type of leather they were made from. I'm not sure if ebay links to the T&Cs.

I don't know what can be done in this situation. There is a phone line called "Action Fraud" who take reports of fraud but I'm not sure what advice they will be able to give you. https://www.actionfraud.police.uk/

If ebay lets buyers away with this kind of thing then it cannot be reliable as a selling platform. I guess there is nothing to stop a buyer claiming Royal Mail have changed the contents of a parcel as well. I wonder what ebay would say to that?

Alfrescodave

Olinda99 said:

you are now, unfortunately, a victim.of crime (theft)  and as with most theft victims the chances of getting anything back is small.

How is this information of any assistance to the OP? The purpose of the website is to offer helpful advice to people who have a problem.
Yes, I do realise that my post is almost as unhelpful as yours.

james_uk

Thank you for everyone’s input, i have opened a claim with packlink who the order was made through on the ebay site, who then use evri to deliver it.

Its not been the best start though as with neither evri or packlink its near impossible to speak to an actual human, i logged a claim although the only 2 options where damaged or lost, i explained what had happened i just picked lost, they have sent me a claims form but it's all detailed as if they think i am the buyer and not the seller.

I have just responded back stating that have my case a bit muddled up.

These companies just make it impossible to talk to anyone. evri do have a phone number but when you call, its all automated and i could not get to a point of talking to someone, no matter what option i picked, it always ended up just saying bye to me.

I think it really should be illegal, it's just a way to totally avoid any negativity in the hope people will just give up, i think.

James

soolin

james_uk said:

Thank you for everyone’s input, i have opened a claim with packlink who the order was made through on the ebay site, who then use evri to deliver it.

Its not been the best start though as with neither evri or packlink its near impossible to speak to an actual human, i logged a claim although the only 2 options where damaged or lost, i explained what had happened i just picked lost, they have sent me a claims form but it's all detailed as if they think i am the buyer and not the seller.

I have just responded back stating that have my case a bit muddled up.

These companies just make it impossible to talk to anyone. evri do have a phone number but when you call, its all automated and i could not get to a point of talking to someone, no matter what option i picked, it always ended up just saying bye to me.

I think it really should be illegal, it's just a way to totally avoid any negativity in the hope people will just give up, i think.

James

Since there is no compensation for cameras I’m not sure what you hope to achieve. As soon as your claim for a ‘lost’ camera is looked at it will be rejected firstly as they have delivery confirmation and secondly because it would not be covered anyway .

incidentally Packlink doesn’t choose your courier, you do. You can even use the eBay system to send via RM (as I do). When you click on the courier link it will show you quotes for all the companies that eBay currently use, the seller then chooses the courier they stated in the postage box (if a courier was specified) or chooses one based on suitability and price. 

Has buyer opened a case and have you supplied a label for the return of wrong item and packaging? As above , do nothing regarding a refund until you get the package back from buyer. 

Buster_Danog

james_uk said:

I think it really should be illegal, it's just a way to totally avoid any negativity in the hope people will just give up, i think.

James

Try going from this page https://www.evri.com/help-and-support/help-centre#/

Clcik on "Sending a parcel then "Problem with delivery" then The most relevant option "Parcel arrived damaged" as there is no option for your situation.

Then it should open the chat bot. I would try and explain, then ask the chat bot to speak to a customer service agent. I am not 100% sure if it will work. I got through to Evri International earlier today from the chat bot so it can work

Edited to add: Maybe Evri will refuse to deal with you directly if it was sent through Packlink.